Customer Service Manager - ASEAN North

Primary Purpose and Overall Objective of the Job:

Lead the Customer Service organization across ASEAN North to deliver outstanding customer experience, maximize system uptime, and drive service revenue growth. Manage both internal Field Service and Application Support teams, as well as distributor partners, to ensure operational excellence, technical expertise, and customer satisfaction.

Main Accountabilities:

• Operational & Financial Management
  Manage the Customer Service department’s budget, including revenue, expenses, and profitability, ensuring efficient resource utilization and cost control. Oversee spare parts inventory, warranty recovery, and service contract renewals, while maintaining full compliance with EH&S and quality standards.
• Customer Excellence & Performance
  Ensure exceptional customer experience and high system uptime by overseeing timely installations, training, preventive maintenance, and issue resolution. Use CRM insights and performance metrics to identify opportunities for improvement and strengthen service delivery standards.
• Leadership & People Development
  Lead, coach, and develop a high-performing Customer Service team to ensure strong technical capability, engagement, and accountability. Build a culture of continuous learning through structured training, mentoring, and performance management, while fostering collaboration across countries and functions.
• Distributor Management
  Oversee and support distributor Field Service and Application teams to ensure consistent service quality and adherence to bioMérieux standards. Conduct regular performance reviews, technical audits, and joint field visits to assess capability, close gaps, and strengthen accountability for customer satisfaction.
• Cross-Functional Collaboration
  Work closely with Commercial, Marketing, QA/RA, and Supply Chain teams to deliver seamless customer support and optimize operational performance. Contribute actively to regional service strategies and initiatives that enhance customer satisfaction and business growth.

Typical Studies-Experience, Skills and Qualifications:

1. Studies-Experience:
   -    Relevant tertiary qualification (BSC in Engineering, Science, electrical, mechanic etc)
   -    Holding of a valid driver’s license and able to drive
   -    Minimum 5 years experience as at mid-manager level
2. Skills and Qualifications:
   -    Strong leadership & organizational skills
   -    Computer literacy
   -    problem-solving oriented
   -    Good communication/presentation skills (Good communication in English is a must)