Senior Service Manager Distribution Apac

Function

Senior Service Manager Distribution APAC

Position Summary

Our Distribution Services division offers a worldwide service portfolio for our Distribution customers, including operations & maintenance services, spare parts supply, process optimization, and system upgrades and modifications throughout the material handling system's life cycle. The Service Manager APAC is responsible for the Services Business for our Distribution customers in the APAC region. The focus will be on key customers such as DHL, FedEx & Amazon, as well as local customers like Australia Post, Thai Post, etc. This role provides leadership, management, and direction to a team of Service professionals and actively manages customer satisfaction to ensure recurrent Distribution business. With an installed base exceeding 500M EUR in APAC, there are significant opportunities for Service growth, making this position pivotal to driving that growth.

Job Purpose Statement

• Manage the Service team in the APAC region. Responsible for Service sales, Contract management, Spare part management, RMR sales, Warranty & Quality, Field Service, Subcontractors, etc.
• Collaborate closely with other domain Service leaders in the region to ensure aligned operations as Vanderlande in APAC, sharing resources effectively where needed.
• Manage relationships with stakeholders up to senior management at both customer and Vanderlande in the region.
• Continuously develop Vanderlande's Service proposition in the region.
• Proactively create business opportunities in Service with Distribution customers and grow the overall Service business and team.
• Support the ramp-up of new Service contracts (SBS / SUS).
• Implement Life Cycle Plans for key customers in the region.
• Handle escalation of incidents (external & internal).

Qualifications and Abilities

• Minimum 5 years of international service management experience.
• Entrepreneurial mindset, people management skills, and strong communication skills to develop long-term supplier and customer relationships and networks.
• Background in automated handling systems, capital goods industry, or system integration, with an understanding of business criticality.
• Experience working with third-party service providers and subcontractors.
• Knowledge of service contracts is advantageous.
• Educational background: Technical / Commercial Master's degree.
• Strong customer focus and service mindset.
• Excellent verbal and written skills in English.
• Willingness to travel within APAC and to HQ (approximately 40%).
• Drive for continuous improvement, commercially minded, team-building skills.

Responsibilities

• Overall responsibility for the Distribution Service business results in the region.
• Represent Vanderlande's Distribution Service in the region.
• Report to the Global Service Parcel team and be part of the global MT Parcel.

Key Activities

• Drive Service business growth.
• Support in preparing and setting up service contracts.
• Manage service contracts: staffing, operations, quality, finance/P&L, customer contact.
• Implement continuous improvements.
• Report to customers.
• Coordinate with HQ and other regional Service Managers.
• Control and evaluate budgets.
• Manage subcontractor and customer contracts.
• Improve maintenance methods.
• Handle escalations during major incidents.
• Ensure health, safety, and environmental standards at service sites.

Work Pattern

Daytime hours with availability for major escalations outside office hours.

Competencies

• Commercial drive.
• Organizational sensitivity.
• Team-oriented leadership.
• Customer-oriented/service mindset.
• Relationship maintenance.
• Systematic thinking.
• Strategy development.
• Perseverance.
• Entrepreneurship.
• Safety leadership.