Industrial Service Manager APAC
Location Petaling Jaya, Selangor Date posted September 29, 2024 Job ID 17603Our Opening and Your Responsibilities
Job Overview:
Mettler Toledo is seeking a motivated and goal-oriented Service Manager to join our Industrial Service Team. This position is responsible for driving service growth in the APAC region as well as managing service requests from global MOs. Additionally, this role includes supporting Product Management (PM) and Research & Development (R&D) teams during product launches. The Service Manager leads the global service technician-training program and innovation initiatives in collaboration with our Strategic Business Units (SBUs).
Key Responsibilities:
- Service Request Management: Act as the primary point of contact for MOs regarding service requests. Ensure prompt and effective resolution of customer issues and maintain high levels of customer satisfaction.
- Driving Service Growth: Work with MOs, business development (BD) and weighing experts, and implement growth strategies for the APAC region. Stay current with industry trends and best practices. Proactively identify areas of opportunity for Mettler Toledo service.
- Product Launch Support: Collaborate closely with PM and R&D teams to support new product launches. Provide input on serviceability, proprietary service, and contribute to the development of service documentation and tools.
- Service Product Phase-Ins: Lead the implementation and integration of new service products into the existing service portfolio. Coordinate with various stakeholders to ensure seamless transitions and effective communication.
- Technician-Training Program: Head the development and execution of training programs for service technicians. Ensure technicians are well-equipped with the necessary knowledge and skills to provide top-notch service.
- Service Innovations: Work in collaboration with SBUs to drive innovation in service processes and offerings. Identify opportunities for improvement and implement new strategies to enhance service quality, efficiency, and offering.
- Cross-Functional Collaboration: Foster strong working relationships with internal teams, including PM, R&D, BD, Training and Support Teams, SBUs, and MOs. Facilitate open communication and collaboration to achieve common goals.
- Performance Monitoring: Track and analyze key performance metrics related to service requests, product launches, and training programs. Provide regular reports and insights to senior management.
What You Need to Succeed
- Bachelor’s degree in Business Administration, Engineering, or a related field.
- Minimum of 3 years of experience in a customer service, product support, or technical service role.
- Strong organizational skills and the ability to manage multiple projects and priorities simultaneously.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Proactive problem-solving skills and a customer-focused mindset.
- Experience with training program development and delivery is a plus.
- Excellent English skills in spoken and written form.
- Familiarity with service management software and tools is an advantage.
- Proficiency in MS Office, and experience with SAP and common project management tools are a plus.
- Willingness to travel as needed to support service operations and training initiatives.
Our Offer to You
- Competitive salary and benefits package.
- Opportunity to work with a global leader in precision instruments and services.
- Collaborative and innovative work environment.
- Professional development and growth opportunities.
- Commitment to diversity and inclusion.
About Mettler Toledo
METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.
Equal Opportunity Employment
We promote equal opportunity worldwide and value diversity in our teams in terms of business background, area of expertise, gender and ethnicity. For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us here.
Get to Know METTLER TOLEDO
Take a look at a “day in the life” of a METTLER TOLEDO employee. No matter where you work in this company, the team atmosphere comes through. METTLER TOLEDO may be precisely where you belong.
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