Senior Manager, Field Service

Job description

Lead the Team of highly skilled Field Service Engineers across Asia, coordinating installation, repair, upgrade, and system health customer visits. 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.Job Description Job title: Regional Service Manager (APAC) People Manager: ☒Yes ☐No Work Location: Singapore, Singapore Department (Finance Use): Business Unit (HR Use): Reports to: Glenn Giffin, Director of Field Service, Global ☒ Full-time ☐ Part-time Revision Date: April 20, 2026 ☒ Exempt ☐ Nonexempt Essential Duties and Responsibilities: 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. undefined 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. undefined 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 RSM will also champion and collaborate on safety, quality, productivity and compliance initiatives. Ensure the field service team schedule is optimized, efficient and effective. Collaborate to ensure 'Service Readiness' for the launch of all New Product Introductions (NPI). undefined Achieve Financial Targets The RSM will be responsible for achieving Service Revenue and profitability targets as well as operational execution KPIs. 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. undefined Qualifications Bachelors Degree required, BA/BS in an Engineering or Science oriented discipline. 5 years prior operations or field service leadership experience 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. Proven leadership and ability to orchestrate resources and motivate teams Experience in managing a P&L or operational budget. Service business savvy