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.
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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.
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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).
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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.
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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
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