Service Director Indonesia

Position: Service Director (Indonesia)

Job Summary:

Reporting to the Commercial Director, the Service Director is responsible for leading and managing all aspects of service delivery, support, service commercialization, and customer success across Indonesia 

This role focuses on ensuring the highest levels of customer satisfaction, improving service responsiveness and delivery performance, and driving growth through service-related offerings. The Service Director will develop and implement service strategies and align closely with other functions such as sales, operations, and product management to deliver exceptional service experience. 

This position is part of the Service team located in Jakarta, Indonesia and is a Hybrid Role 

In this role, a typical day will look like: 

• Strategic Service Operations Management: Lead and oversee all service activities across the Indonesia region ensuring high-quality, efficient, and cost-effective service delivery and implement the Service Model in the assigned geographies 

• Customer Satisfaction & Retention: Drive customer satisfaction by ensuring timely, effective, and proactive service delivery. Build strong relationships with our customers and ensure their needs are met to improve retention rates and promote long term collaboration 

• Team Leadership & Development: Enable and support a high-performing service team including managers and technicians across different locations in Indonesia. Foster a culture of VES and continuous improvement and strong customer-focus while ensuring alignment with regional and global goals. 

• Process Improvement & Innovation: Identify areas for process optimization and develop new methodologies to enhance productivity and a positive customer experience 

• Global Alignment & Collaboration: Partner with Global Service organization to develop and launch globally aligned regional strategies in Technical Support, Field Service, Bench Service and Commercial Service Sales 

• P&L and Budget Management: Oversee the financial performance of the service organization in Indonesia, ensuring that the team meets revenue targets, achieve forecast accuracy and maintains cost control. This includes managing service contracts and making strategic investments in service capabilities. 

The essential requirements of the job include: 

• Extensive Commercial Leadership Experience: 10+ years of experience in service, operations, sales, customer support, or a related field, with a proven track record of leading service team at the country level with a revenue target > 10M USD 

• A strong focus on customer satisfaction and retention, with the ability to implement strategies that improve customer experience and foster long-term collaboration.  

• Change Management and Innovation Skills: Ability to lead change within the service organization, driving process improvements and leveraging new approaches to gain operational efficiency and service quality.

• Strong Understanding of the local markets: Deep knowledge of the diverse regulatory environments, Indonesia customer base, field services contracts, customer expectations, and market dynamics within Indonesia.  

• Experience in managing these complexities and implementing service or sales strategies to different territories.  

• Financial Acumen: Strong experience in managing P&L, budgets, and commercial financials. Ability to drive revenue through commercial offerings while controlling costs and improving profitability.