APAC RCSC Service Excellence Team Manager

As the APAC Regional Customer Service Centre (RCSC) Service Excellence Team Manager, you will be the strategic engine driving operational efficiency and digital innovation across the region. Based in Kuala Lumpur, you will lead a team dedicated to transforming service data into actionable insights and ensuring our digital tools—from AI-driven chatbots to predictive monitoring—are seamlessly integrated into the customer journey.

Your responsibilities include:

• Drive Regional Service Strategy: Oversee the back‑office ecosystem, including complex workforce scheduling, field team dispatching, and the lifecycle management of service orders to ensure customers receive timely support.
• Champion Digital Adoption: Lead the charge in onboarding customers to digital platforms. Promote self‑service tools, AI-driven assistance, and remote connectivity to increase instrument uptime and customer in...