Head of Service Network, APAC

Envirotainer provides leasing and purchasing services for temperature-controlled (active and advanced passive) containers and parcels used in the global transport of temperature-sensitive pharmaceutical products requiring a strictly controlled environment. The Operations organization consists of key functions including Customer Service, Service Network, Logistics, and Cold Chain Solutions. Together, these functions ensure the availability, reliability, and performance of our active and advanced passive cold chain, securing life-saving pharmaceutical deliveries worldwide.

Service Network: To ensure reliable temperature-controlled solutions around the world, our Service Network are the key players when it comes to the training in handling and inspections of our products. They ensure our partners can deliver fully functional products when the customer needs them. At the global stations within our network, of which SIN, ICN, AMS, ATL, & ARN are our own Envirotainer stations, training and operational efficiency improvement is continuously ongoing. Service Network is represented in Singapore, Germany and United States of Americas regional offices.

As Head of Service Network, you are responsible for the performance management of Envirotainer s network of outsourced stations within the region, which in turn ensures that our products are handled efficiently and cost-effectively.

Station Performance Management

Visit stations with frequencies depending on station importance to monitor station performance as well as improve Service Level Agreement (SLA)compliance, including frequent contact with management counterparts at our service network stations (Quarterly Business Review Meetings). Your tasks also include benchmarking station performance within your region as well as planning and ensuring 100% fulfillment of performance reviews for stations. Closely supported by your Service Network Manager, your tasks also include conducting performance reviews for individual stations and following up persistently. You actively monitor the station KPI scoreboard, including daily follow-up to encourage better performance for stations (hot spot stations). Escalation of tasks to central HQ if not solvable locally is expected and to be performed together with VP Operations APAC. Key metrics are Mean Time To Repair, Damages follow-up, Non conformities (quality).

Financial Controlling

Track station costs against expectations and review reports on station financial performance you are supported in this work by a Controller within APAC Finance department. Your duties also include approving or rejecting invoices from stations. At regular intervals, your input will also be sought on how to strengthen internal controls in conjunction with APAC Finance.

Station Capabilities

Forecast future station capacity and capabilities needs based on historical trends, and provide suggestions on upgrades and/or downgrades in your region to APAC Management. You will be required to participate and provide inputs in regional Sales and Operations meetings as well as cross-functional meetings between departments.

Process Improvements and Training

Continuously work with all stations to improve on-station processes (Lean, Flow) for ground handling, container repairs, and related tasks. Provide input to global Envirotainer functions on process improvement needs, as well as work with global Envirotainer functions to improve on-station processes. You will at times be required to conduct trainings at stations, perform customer visits in combination with your station visits.

Professional Capabilities

• Good communication skills (English, both spoken and written, as well as presentation skills)
• Cultural sensitivity and awareness in all communications
• Excellent computer skills in Microsoft Office and internet-based tools
• Experience and ability to constructively manage outsourced service providers
• Tenacious and persistent in following up supplier compliance
• Independent, thorough and timely execution of areas of responsibility
• Command of process analysis techniques
• Command of benchmarking techniques
• Strong skills in usage and requirement specifications for IT tools
• Ability to conduct trainings and drive change on stations
• Ability to communicate our expectations and demands to our external partners, while effectively managing disagreements that may arise

Requirements

• Experience from the logistics industry, ULD industry, transportation industry (air freight/airline), and/or an industry with a global service network as a core component
• Project management experience/Lean background is preferred
• Previous international/APAC experience and willingness to operate in APAC region
• Previous experience managing personnel is preferred
• Part 145 maintenance knowledge will be advantageous
• Relevant university / college degree