Service Manager – APAC We are seeking a highly motivated and hands-on Service Manager – APAC to join Sinclair Pharma and support our operations across the region. This role plays a critical part in driving service excellence, supporting distributors and customers, and ensuring alignment with global standards.

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Key Responsibilities Service Management

• Support the technical service of all Sinclair APAC distributors, direct subsidiaries, and Hong Kong customers

• Provide regular service training to distributors

• Facilitate warranty claims, parts sales, and service contracts

• Manage and control parts inventory in Hong Kong

• Oversee the repair hub in Hong Kong

• Direct service forecasting for APAC and set performance goals accordingly

• Ensure achievement of regional service objectives on a monthly, quarterly, and annual basis

• Develop quarterly, monthly, and weekly plans to maximize customer relationships and repair processes

• Monitor service performance and provide timely feedback

• Build strong collaboration with global service teams

• Develop relationships with key decision-makers across multiple levels

• Maintain strong understanding of Sinclair products and competitive positioning

• Analyze and control regional expenses in line with budget guidelines

• Conduct routine quality control checks to ensure maintenance meets Sinclair specifications

• Manage repair work orders and ensure prioritization based on business needs

• Ensure service delivery is aligned with Sinclair standards

• Track KPIs and manage performance against targets

• Design, develop, and document departmental processes

• Act as a Field Service Engineer (FSE) to support Hong Kong customers when required

• Provide IT support to the Hong Kong office in coordination with HQ IT team

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Sales Support

• Act as a key contact point between APAC, Global Service/Sustain group, and R&D on product improvement and quality issues

• Collaborate with APAC commercial teams, distributors, and customers to support sales and production forecasting for EBD business

• Manage and control EBD inventory in the Hong Kong office • Handle sales orders for direct customers in Hong Kong

• Support sales and marketing activities when required

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Requirements

• Proven experience in service management or technical operations

• Strong understanding of service processes, inventory management, and distributor support

• Experience working in a regional or global environment

• Strong stakeholder management and communication skills

• Ability to manage multiple priorities and work in a fast-paced environment

• Analytical mindset with strong problem-solving capabilities

• Hands-on and proactive approach