The APAC Technical Service Director – Digital Solutions & Services is responsible for leading regional technical service strategy, digital service transformation, and operational excellence across the APAC region. The role oversees service delivery for both equipment and customer facing digital solutions services, ensuring high service quality, customer satisfaction, and commercial growth.
Scope & Scale
- Regional responsibility across APAC Technical Service organization
- Coverage of equipment and customer facing digital solutions services
- Oversight across diverse markets and maturity levels
Key Responsibilities:
1. Strategic Leadership
- Define and implement APAC Technical Service and Digital Solutions strategy aligned with regional and global objectives
- Drive transformation toward:
- Commercial Excellence
- Operational Excellence
- Technical Service Competencies
- Digital Solutions Services
- Translate strategic priorities into actionable regional plans and initiatives
2. Digital Solutions & Service
- Lead development and scaling of:
- Digital Solutions Resource Center
- Digital Solutions Professional Services
3. Commercial Excellence
- Establish “Service as a Product” and “Service P&L” mindset across markets
- Integrate Technical Service offerings with commercial and sales strategies
- Drive:
- Service portfolio standardization and harmonization
- Lead implementation of harmonized service contracts
- Responsible for Technical Service financial performance such as:
- Revenue
- EBIT
- contract adoption rate
- digital service licensing
4. Operational Excellence
- Ensure service execution excellence across all APAC countries:
- Service delivery consistency
- Process standardization
- Employee Efficiency improvements
- Define and monitor KPIs related to:
- Productivity
- Response and resolution time
- Mean time to repair
- Work travel ratio
- Service quality
- Equipment uptime
- Customer satisfaction metrics such as Net Promoter and Customer Satisfaction Index scores
- And other operational performance metrics as specified by Global Technical Services
- Drive adoption of:
- Service P&L dashboards
- Performance monitoring frameworks
- ServiceMax
- Inventory and tool management and
- Remote services
5. Quality, Compliance & Patient Safety
- Ensure adherence to regional and global quality standards and regulatory requirements
- Establish strong governance for:
- Compliance tracking
- Audits, CAPA, and corrective actions
- Maintain focus on patient safety, quality, and compliance
6. Capability Building & Talent Development
- Build and sustain strong technical capabilities across APAC:
- Training frameworks
- Regional trainer networks
- Competency-based development programs
- Drive:
- Standardized technical competencies across APAC
- Learning roadmaps based on competency assessments
- Foster a culture of continuous improvement and knowledge sharing
7. Stakeholder & Organization Leadership
- Lead collaboration across:
- Regional business units (HC, AE, AV)
- Country service organizations
- Global technical and digital solution teams
- Act as bridge between local markets and global organization
- Manage senior stakeholder relationships across commercial, service, and digital domains
8. Customer Experience & Escalation Leadership
- Ensure strong customer engagement through:
- High service quality
- Effective issue resolution
- Provide leadership in handling critical escalations across APAC
- Strengthen customer trust through consistent service delivery and responsiveness
Job Requirements:
- Bachelor's Degree qualification (technical/ engineering/ IT), or related field. Masters Degree or MBA qualification is a plus.
- At least 10 years of Technical service background/ experience
- Strong leadership across multi-country, matrix organizations
- Expertise in end to end service operations, analytics, and performance management
- Proven track record in digital transformation and service innovation
- Ability to balance technical depth with commercial mindset
- Regional experience in Asia Pacific
What sets B. Braun apart?
Founded in Germany in 1839, B. Braun is a leading medical technology company with over 66,000 employees in 64 countries. Specializing in infusion therapy, orthopaedics, neurosurgery, anaesthesia, and more, B. Braun develops high-quality products and services that improve global health. In Asia Pacific, B. Braun employs over 16,000 people across 10 production sites and 16 business offices.
What’s next?
Once you click on the link to Apply, you will be directed to update your personal information and submit your CV. Our Talent Acquisition team will carefully review your application, and if you pass the CV screening you will be invited for the first interview. We ask you to conduct two interviews, in person or remotely. If you stand out and meet our requirements, we will present you with an offer and guide you through our seamless onboarding process. Join us and be part of something extraordinary!
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