Service Manager

About the Role Our client, a global supplier of high-precision die bonding and micro-assembly equipment, is building out its APAC service capability from its new Thailand office and is seeking a Service Manager to lead technical service and customer support across Thailand and the wider APAC region. This is a senior, customer-facing role with regional ownership, suited to an experienced service leader from a semiconductor or capital-equipment vendor (OEM) — someone who has run after-sales and field service for external customers, rather than maintained equipment in-house at an end-user. You will be the regional owner of the service relationship between the company and its customers across APAC. Key Responsibilities • Own the vendor service relationship — act as the regional escalation point and trusted service partner for the company’s external customers across Thailand and APAC. • Define and execute the service strategy for Thailand and APAC, aligned with global service standards set by headquarters. • Track and improve service KPIs, including response times, first-time-fix and resolution rates, SLA adherence, and customer satisfaction. • Plan resourcing and field engineering capacity across the region to meet installed-base demand. • Manage customer escalations end to end, ensuring rapid resolution and clear, proactive stakeholder communication. • Coordinate with headquarters on technical issues, product feedback, and field engineering matters, closing the loop between customers and the factory. • Oversee spare-parts management, tooling, and field support logistics for the region. • Drive process and workflow improvements across the service function, using data and KPI analysis to prioritise actions. • Ensure accurate service-case documentation and compliance with defined workflows (CRM-based). • Lead, mentor, and develop the regional technical service and field engineering team. What We’re Looking For Essential — vendor / OEM service background • Proven experience leading technical service, after-sales, or field service for an equipment vendor or OEM — managing support delivered to external customers, ideally in semiconductor equipment, precision automation, photonics, or comparable capital-equipment industries. • Customer support / after-sales team leadership — a track record managing service or support teams whose customers are external client companies, not internal manufacturing or facilities maintenance. • Strong people-management and team-leadership credentials, including hiring, coaching, and capacity planning. • Solid technical foundation: a bachelor’s degree in engineering (a master’s in engineering or business administration is a plus) or equivalent hands-on experience with complex capital equipment. • Customer-first mindset with strong, structured escalation-management skills. • Hands-on with KPI-driven service operations and recognised process-improvement methods; comfortable making decisions from service data. • Working knowledge of a service CRM (Salesforce ideal) and Microsoft Office. • Good written and spoken English. • Willing to travel within Thailand and the wider APAC region. • Eligible to work in Thailand. Nice to have • Existing after-sales or service network across SEA / APAC. • Experience standing up or scaling a regional service function for a vendor. What’s On Offer • 16 days annual leave • Performance bonus • Group health insurance • Travel allowance Logistics • Based in Pathum Thani, Thailand. • A private car is preferred due to the office location. • Full-time, permanent role with regional APAC responsibility and travel. About the Company Our client is a global supplier of high-precision die bonding and micro-assembly equipment, supporting semiconductor, photonics, and advanced packaging applications for over 30 years. With subsidiaries on three continents, they deliver local expertise and long-term technical collaboration with their customers worldwide.