APAC RCSC Service Excellence Team Manager

APAC Regional Customer Service Centre (RCSC) Service Excellence Team Manager

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.

Key Responsibilities

• 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 onboarding of customers to digital platforms, promote self‑service tools, AI‑driven assistance, and remote connectivity to increase instrument uptime and customer independence.
• Build a Predictive Service Culture: Oversee the Control Tower operations, utilizing real‑time instrument monitoring and smart prevention to identify and resolve technical ...