Customer Service Manager

About the Role

Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and/or commercially), for assigned organizational unit. You will manage the service team in key countries as assigned, and lead and/or coordinate dedicated management and staff. You will be responsible for managing service revenue and profitability, forecasting and monitoring service business performance. You will define service growth strategies for the Thailand cluster (Thailand, Myanmar & Cambodia). You will implement defined superior policies and guidelines, and define and ensure implementation of function specific processes, procedures, methods and/or tools. You will ensure the delivery of services on an operational level with respect to process adherence, service quality, and profitability. You will implement workforce development measures. You will act as a primary escalation contact with customers and resolve issues with external and internal stakeholders. Customer satisfaction. You will supervise/conduct the negotiation of and adherence to Service Level Agreements. You will support in developing service leads. You will ensure compliance with regional laws and regulations.

Minimum Required Skills and Knowledge

• You hold a bachelor's degree in Mechanical Engineering, Electronics Engineering, or a related discipline.
• You have more than 10 years of service engineering experience in the medical field.
• You possess proven business and commercial acumen to understand customer needs, identify service growth opportunities, and drive business results beyond technical maintenance.
• You have demonstrated leadership and people management skills for at least 2 years, with the ability to lead, motivate, and develop service teams.
• You are capable of data-driven decision making, using insights and service metrics to improve efficiency and customer outcomes.
• You are fluent in English and Thai, both written and spoken.
• You must already have the legal right to work in Thailand (no relocation support will be provided for this position) and are willing to travel within the region.

Additional Requirements

• You have experience working in a MedTech company or the broader medical device industry.
• You have solid experience in equipment maintenance service, including preventive maintenance, troubleshooting, etc.
• You have prior experience as a Technical Customer Service Manager or in a similar leadership capacity within service operations.
• You are willing to work flexible hours, including beyond the standard work week.
• You are expected to work onsite and occasionally coordinate system downtime events from offsite locations.