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Role: Head of Service Network APAC
Department: Service Network APAC
Reporting to: VP Operations 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.
Purpose of the role
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.
The global service network is divided across three regions: EMEA region, Americas, and APAC; each of these has a Head of Service Network Manager supported by Service Network Manager(s).
Your main tasks are station performance management, including visiting all stations in your region one to three times per quarter; financial controlling; reviewing current and needed station capabilities; and some process improvement work at stations. Regional Station Managers and Network Manager reports directly to you. You are responsible for setting and follow up a regional budget, and have authority to approve or reject supplier invoices from the stations you are responsible for.
This role is part of APAC Operations. You will also work alongside the other regions Head of Service Network Managers and the headquarters staff of the organization. You have Station Manager(s) and Service Network Manager(s) reporting directly to you, and you will be those person's responsible line manager.
This role is pivotal in driving station network efficiency, operational excellence, and cross-functional alignment. The Head of Service Network APAC serves as the key regional and global interface towards Logistics, Customer Service, Sales, Commercial, Cold Chain and other stakeholders ensuring that stations objectives are met and that service performance continuously improves in line with Envirotainer's strategic objectives.
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.
Our core values – Trustworthiness, Passion, Agility, and Team Spirit – are essential to our culture and success. To thrive in this role, you are expected to demonstrate:
Holistic thinking combined with a hands-on, execution-oriented leadership approach.
Strong stakeholder management and influencing capabilities across functions and regions.
Professionalism, integrity, and accountability in all decisions.
Exceptional communication skills, with ability to collaborate across cultures and hierarchy levels. A customer-centric mindset with a strong focus on service excellence.
An agile problem-solving mindset with the capability to navigate ambiguity and drive results.
Position based at Envirotainer's APAC hub in Singapore
Business travel as required.
Please apply at your earliest convenience, we are reading the applications on a daily basis.
Job ID: 146621343
