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repligen

Associate Director, Field Service

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The Associate Director, Field Service – APAC is responsible for leading and developing a high-performing team of Field Service Engineers (FSEs) across the Asia-Pacific region. This role drives operational excellence, customer satisfaction, employee engagement, financial performance, and continuous improvement while ensuring safe, compliant, and efficient service delivery. The Associate Director serves as a strategic partner to customers, commercial teams, engineering, quality, and product management functions to support business growth and deliver exceptional customer experiences.

Lead the Team of highly skilled Field Service Engineers across Asia

  • Ensure the health and safety of the Field Service team, colleagues and customers.
  • Accountable for positive leadership of direct reports to include ongoing direction, coaching, and career development.
  • Ensure that the Field Service team is:
    • Challenged and Busy
    • Trained and Developed
    • Capable and Prepared
    • Motivated and Appreciated
    • Supported and Engaged
    • Provided with all required tools and test equipment
    • Compliant to all quality and safety requirements and standards.

Deliver Outstanding Customer Experiences

  • Ensure that all service interventions are performed to provide the highest possible customer experience.
  • Manage customer complaints to a swift and satisfactory conclusion.
  • Engage and collaborate to drive continuous improvement of the customer experience.
  • Ensure the FSE's are supported by Technical Support, the Product Engineers, and Automation Engineers as required.
  • Routinely accompany FSE’s on service visits to assess the skills of the FSE, and to meet with customers, obtain their perspective regarding Repligen Service, learn how Repligen can assist them more, and build relationships.
  • Regularly engage with the Repligen commercial team to exchange information about hardware sales timelines. forecasts and growth projections, along with customer feedback and upcoming projects.

Drive Operational Excellence

  • Ensuring the effective and efficient operational execution of all Field Service jobs for the Field Service Team – APAC
  • Ensure the timely execution of system installations, preventative maintenance, demo kit maintenance, customer experience center demonstration/display systems, software installations, and system repairs.
  • Ensure the capacity model is aligned with the needs of the Repligen Service team supporting Repligen serviceable products.
  • Ensure the field service team schedule is optimized, efficient and effective.
  • Ensure the required field service team capacity necessary to execute the schedule.
  • The Associate Director of Service, APAC will also champion and collaborate on safety, quality, productivity and compliance initiatives.
  • Collaborate within Repligen to ensure 'Service Readiness' for the launch of all New Product Introductions (NPI).

Achieve Financial Targets

  • The Associate Director of Service, APAC will be responsible for achieving Service Revenue and profitability targets as well as operational execution KPIs.
  • Identify revenue opportunities in the region for services, parts, training, or contracts, collaborating with the Service Sales team to generate quotations and follow up activities.
  • Provide forecast information as required.
  • Support growth initiatives as required.

Champion Continuous Improvement

  • Identify, develop, recommend and execute continuous improvement initiatives for the Field Service Team.
  • Support and execute global Field Service improvement initiatives.
  • Provide feedback to Product Management, R&D, Quality, Service Readiness, Service Training to improve products and processes as needed.

Qualifications

  • Bachelors Degree required, BA/BS in an Engineering or Science oriented discipline.
  • 5 years prior operations or field service leadership experience with customer facing responsibilities preferred.
  • Proven experience leading a team, managing customer relationships
  • Ability to develop and execute multiple priorities and approaches to meet objectives
  • Exceptional interpersonal skills
  • Willingness to travel within your specified geographic region 20-30%
  • Proven leadership and ability to orchestrate resources and motivate teams
  • Experience in managing a P&L or operational budget.
  • Service business savvy
  • Able to recognize, recruit, develop and retain talent.