About Evident
Every discovery starts with uncovering the unknown. For over a century as Olympus, we advanced optical excellence, empowering the world's leading scientists, physicians, and engineers to see more, know more, andachieve more.
Today, as Evident, we're building on a century of optical superiority to create next-generation micro-imaging solutions - combining renowned optics with cutting-edge digital innovation to power scientific breakthroughs and help you move confidently from observation to insight.
Our life science portfolio supports research, clinical diagnostics, and education, offering a comprehensive range of imaging methods. In industrial microscopy, we deliver precision and flexibility through laser scanning, digital, and semiconductor microscopes designed for tasks ranging from routine inspection to intricate quality control and sophisticated manufacturing analysis.
At Evident, we are paving a new path forward in microscopy. We are helping our customers advance into a new era of discovery. We are pushing the boundaries of optical technology to fuel discovery and bring the unseen into focus.
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About the Job
The APAC Service & Technical Support Director's responsibility is to:
- Ensure maximum customer satisfaction and retention across the Asia Pacific, whilst driving overall service revenue growth and optimizing the service delivery processes.
- Drive best-in-class 2nd Level Technical Support to the Asia Pacific region (both direct Evident &indirect Distributor networks) for Applications & Engineering field troubleshooting.
- Develop, manage and resource the annual training calendar to ensure optimal field competence across the Asia Pacific region.
Key Responsibilities
- Coach & develop in-country service leadership to drive service delivery efficiency, productivity & customer satisfaction.
- Develop & lead the APAC L2 Tech Support Centre, to promptly & effectively capture and address internal technical escalations, driving fast troubleshooting and repair times.
- Partner with APAC & Global Commercial Leadership to develop & execute overall commercial & service growth strategies across the region.
- Lead and motivate the Field Service & Tech Support Teams, including hiring, training, and performance management of associates.
- Identify improvement opportunities in the service delivery processes across the region, including process optimization, system & resourcing improvements.
- Develop and implement service procedures and policies so as to effectively monitor service performance and identify areas for improvement.
- Build and maintain customer relationships with key strategic accounts.
- Manage budgets and resources related to service delivery.
- Stay up-to-date with industry trends and best practices.
- Ensure Service KPIs are established and upheld regularly.
- Adhere to local & regional laws and regulations, implementation of group policies.
Key Skills / Core Competencies
- Demonstrated international business & people leadership.
- Deep understanding of best-practice service delivery processes.
- Knowledge of business operations and procedures.
- Demonstrable strategic thinking abilities.
- Analytical mind with problem-solving aptitude.
- Organizational and leadership skills.
- Excellent communication skills.
- Familiar and comfortable working in a matrix structured organization.
- Competent and enjoy a fast-paced working environment.
- Proficient with MS office applications with in-depth knowledge of MS Excel and PowerPoint.
- Experience with Salesforce.com.
Qualifications & Experience
- Degree in Business Administration, Marketing, Finance or a related field.
- Minimum 10 year of related work experience.
