Field Service Manager, Global Service and Support

Job description

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Position Summary The Field Service Manager, Global Service and Support in Capital Area, leads the Field Service Engineering team across the metropolitan region (Seoul, Incheon, Gyeonggi) and supports multiple divisions including Genetic Science, Clinical Science, and Bioscience Products. This role is responsible for driving service excellence through people leadership, operational management, cross-functional collaboration, and continuous improvement. The successful candidate will align field service operations with GSS and business strategies, develop team capability, improve operational performance, enhance customer satisfaction, and contribute to business growth through effective service execution and leadership. Key Responsibilities 1. People Leadership Lead, coach, and develop the Field Service Engineering team. Set priorities, performance expectations, and resource allocation aligned with business objectives. Build team capability through coaching, technical development, and performance management. Foster a culture of ownership, accountability, customer focus, and continuous improvement. 2. Service Operations & Stakeholder Management Oversee field service operations across multiple divisions and product lines. Balance service priorities while maintaining service quality, productivity, and customer satisfaction. Partner with Commercial, Technical Support, Applications, and other stakeholders to optimize service delivery. Communicate service performance, operational risks, resource needs, and improvement plans to business leaders. 3. Operational Excellence Monitor and improve key service KPIs, including RT, RCT, CAS, response time, resolution performance, backlog, productivity, and customer satisfaction. Drive root cause analysis, corrective actions, and process improvements to enhance service quality and operational efficiency. Standardize best practices and ensure improvement initiatives are effectively implemented and sustained. 4. Commercial & Business Performance Manage field service operations with a strong focus on productivity, cost management, customer retention, and service revenue. Analyze service and business metrics to support operational and strategic decision-making. Partner with commercial and service sales teams to identify service contract opportunities and support business growth. 5. Customer Experience & Escalation Management Ensure timely, professional, and customer-focused service delivery. Lead critical customer escalations and coordinate cross-functional resolution. Represent the service organization in customer engagements and internal business reviews. Key Performance Indicators RT, RCT, CAS, and service process compliance Response time, resolution performance, and backlog management Customer satisfaction and escalation management Team productivity, utilization, and capability development Service quality and continuous improvement Commercial support and service revenue contribution Cross-functional stakeholder satisfaction Required Qualifications Bachelor's degree in Engineering, Science, Business, or a related field. 8+ years of people management experience in Field Service, Technical Service, Customer Support, or related commercial organizations. Proven experience leading service teams in a complex operational environment. Strong understanding of field service operations, service KPIs, customer escalation management, and operational excellence. Experience translating business strategy into execution plans and delivering measurable results. Business-level English proficiency for reporting and global collaboration. Excellent leadership, communication, stakeholder management, and problem-solving skills. Preferred Qualifications Experience supporting multiple divisions or product lines within a matrix organization. Experience in a global service organization. Strong analytical capability in KPI management and performance reporting. Experience with service management systems and continuous improvement initiatives. Commercial awareness related to service contracts, customer retention, and business growth. Leadership Competencies People Leadership & Capability Development Strategic Thinking & Operational Excellence Customer Focus & Service Ownership Commercial Acumen Data-driven Decision Making Cross-functional Collaboration Change Leadership Continuous Improvement Communication & Stakeholder Management Resilience and Adaptability