Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary

The Field Service Manager, Global Service and Support leads the Field Service Engineering team across the Capital Area (Seoul, Incheon, Gyeong-gi), supporting multiple divisions including Genetic Science, Clinical Science, and Bioscience Products.

This role is responsible for driving service excellence through effective people leadership, operational management, cross-functional collaboration, and continuous improvement. The successful candidate will develop team capability, optimize service performance, enhance customer satisfaction, and contribute to business growth by aligning field service operations with Global Service and Support and business strategies.

Key Responsibilities

1. Field Service Team Leadership

• Lead, coach, and develop the Field Service Engineering team.

• Set clear priorities, manage performance, and build a culture of accountability, customer focus, and continuous improvement.

• Optimize resource allocation, workload planning, and team capability development.

2. Service Operations & Performance

• Oversee day-to-day field service operations across multiple divisions and product lines.

• Monitor key service KPIs including response time, resolution performance, backlog, productivity, and customer satisfaction.

• Drive operational excellence through process improvement, root cause analysis, and standardized best practices.

3. Customer & Stakeholder Management

• Manage critical customer escalations and ensure timely issue resolution.

• Partner with Commercial, Technical Support, Applications, and other cross-functional stakeholders to improve service delivery.

• Communicate service performance, operational risks, and improvement plans to leadership and business partners.

4. Commercial & Business Support

• Support business growth through effective service operations, productivity improvement, and customer retention.

• Collaborate with commercial teams to identify service contract and revenue opportunities.

• Utilize service data and business metrics to drive informed decision-making and operational improvements.

Key Performance Indicators

• Service response and resolution performance

• Customer satisfaction and escalation management

• Backlog and service productivity

• RT, RCT, CAS, and service process compliance

• Team capability and employee engagement

• Process improvement implementation

• Commercial support and service revenue contribution

Qualifications

Required

• Bachelor's degree in Engineering, Science, Business, or a related field.

• 8+ years of people management experience in Field Service, Technical Service, Customer Support, or related commercial organizations.

• Proven leadership experience in managing service operations and cross-functional teams.

• Strong knowledge of service KPIs, customer escalation management, operational excellence, and business performance.

• Business-level English proficiency.

• Excellent leadership, communication, stakeholder management, and problem-solving skills.

Preferred

• Experience supporting multiple divisions within a matrix organization.

• Experience in a global service organization.

• Strong analytical and KPI management capability.

• Familiarity with service management systems and continuous improvement initiatives.

• Commercial awareness related to service contracts, revenue, and customer retention.

Leadership Competencies

• People Leadership

• Operational Excellence

• Strategic & Data-driven Decision Making

• Customer Focus

• Commercial Acumen

• Cross-functional Collaboration

• Change Leadership

• Continuous Improvement

• Communication & Stakeholder Management