Job Description

Job title:  Regional Service Manager (APAC)  

People Manager: ☒Yes   ☐No

Work Location: Singapore, Singapore   

Department (Finance Use):      

Business Unit (HR Use):        

Reports to: Glenn Giffin, Director of Field Service, Global

☒ Full-time

☐ Part-time

Revision Date: April 20, 2026

☒ Exempt

☐ Nonexempt

Essential Duties and Responsibilities:

• Lead the Team of highly skilled Field Service Engineers across Asia.

• Ensure the health and safety of the Field Service team, colleagues and customers.

• Accountable for positive leadership of direct reports to include ongoing direction, coaching, and career development.

• Ensure that the Field Service team is:

  • Challenged and Busy

  • Trained and Developed

  • Capable and Prepared

  • Motivated and Appreciated

  • Supported and Engaged

  • Provided with all required tools and test equipment

  • Compliant to all quality and safety requirements and standards.

  • undefined

  • Deliver Outstanding Customer Experiences

  • Ensure that all service interventions are performed to provide the highest possible customer experience.

  • Manage customer complaints to a swift and satisfactory conclusion.

  • Engage and collaborate to drive continuous improvement of the customer experience.

  • Ensure the FSE's are supported by Technical Support, the Product Engineers, and Automation Engineers as required.

  • undefined

  • Drive Operational Excellence

  • Ensuring the effective and efficient operational execution of all Field Service jobs for the Field Service Team – APAC 

  • Ensure the timely execution of system installations, preventative maintenance, demo kit maintenance, customer experience center demonstration/display systems, software installations, and system repairs.

  • Ensure the capacity model is aligned with the needs of the Repligen Service team supporting Repligen serviceable products.

  • Ensure the field service team schedule is optimized, efficient and effective.

  • Ensure the required field service team capacity necessary to execute the schedule.

  • The RSM will also champion and collaborate on safety, quality, productivity and compliance initiatives.

  • Ensure the field service team schedule is optimized, efficient and effective.

  • Collaborate to ensure 'Service Readiness' for the launch of all New Product Introductions (NPI). 

  • undefined

  • Achieve Financial Targets

  • The RSM will be responsible for achieving Service Revenue and profitability targets as well as operational execution KPIs.

  • Provide forecast information as required.

  • Support growth initiatives as required.

  • Champion Continuous Improvement

  • Identify, develop, recommend and execute continuous improvement initiatives for the Field Service Team.

  • undefined

Qualifications

• Bachelors Degree required, BA/BS in an Engineering or Science oriented discipline.

• 5 years prior operations or field service leadership experience preferred.

• Proven experience leading a team, managing customer relationships

• Ability to develop and execute multiple priorities and approaches to meet objectives

• Exceptional interpersonal skills

• Willingness to travel within your specified geographic region.

• Proven leadership and ability to orchestrate resources and motivate teams

• Experience in managing a P&L or operational budget.

• Service business savvy