Full Time Service Manager SG, Lab Water, Advanced Solutions Jobs, in Merck KGaA - Ricebowl

Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

Your Role:

The Field Service Manager leads a team of field service engineers for the allocated territory (SG & VN) ensuring high-quality service delivery, operational efficiency, and customer satisfaction. This role is responsible for managing daily operations, developing team capabilities, and driving continuous improvement in alignment with company standards.

Responsibilities include but are not limited to:

• Oversee job scheduling, deployment, and performance of field service teams
• Meet the Service Revenue for the territory and support the consumables business as shared responsibility with Digital and inside sales.
• Ensure service delivery meets or exceeds customer expectations
• Recruit, train, and develop field service staff when require
• Monitor and analyze KPIs (e.g., NPS, response time, svc contracts, customer feedback)
• Implement process improvements and digital tools to increase efficiency
• Serve as escalation point for complex service issues
• Collaborate with internal teams (sales, product, customer support) to align service with business goals
• Manage budgets, resources, and vendor relationships as needed
• Ensure compliance with safety, regulatory, and quality standards
• Responsible for the Audits and requirements for the ISO certification.

Who You Are:

Minimum Qualifications:

• Bachelor’s degree in engineering, business, or related field (or equivalent experience)
• 5+ years of experience managing field service operations and teams
• Strong leadership, communication, and problem-solving skills
• Experience with service management systems and data analytics
• Ability to work across cultures and manage remote/dispersed teams
• Willingness to travel as required

Success Criteria:

• High customer satisfaction and retention
• Achievement of commercial and operational KPIs & Knowledge with SFDC & Tableau
• Team engagement and low turnover
• Continuous improvement initiatives delivered on time.
• Improve NPS Score of the region

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!