About this role.
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This role is for a Vice President of APAC Customer Service & Support at Agilent Technologies, a strategic and highly visible leadership position responsible for running and growing a complex field service business across multiple APAC countries. The VP will drive a high-performance culture, execute strategy, and build loyalty among customers, shareholders, and employees. Key responsibilities include P&L leadership, resource optimization, and cross-functional collaboration to align regional and global priorities. The ideal candidate has over 10 years of service operations leadership, strong commercial acumen, and experience leading large, geographically dispersed teams. This position offers the opportunity to lead business transformation and digital enablement in a global environment.
Role DNA
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Job Complexity
5/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Vice President, APAC Customer Service & Support position at Agilent Technologies. With over 15 years of leadership experience in global customer service operations and a proven track record of driving profitable growth, I am confident in my ability to lead the APAC region to new heights. My background includes managing P&L, leading large dispersed teams, and executing strategic transformations that enhance customer loyalty and operational efficiency.
At my previous role as Regional VP, I successfully harmonized processes across multiple countries, resulting in a 20% increase in customer satisfaction and 15% revenue growth. I have deep experience in the instruments and software industry, which aligns perfectly with Agilent's portfolio. I am particularly drawn to this role because of the opportunity to leverage digital enablement and continuous improvement to drive business outcomes.
I am eager to bring my strategic mindset, collaborative leadership, and customer-centric approach to Agilent. Thank you for considering my application. I look forward to discussing how I can contribute to your team.
Sincerely,
[Your Name]
Sample interview questions
In my previous role, I led a team of over 500 employees across 8 countries in APAC. I implemented regional hubs to standardize processes while respecting local cultures, and I used regular virtual town halls and on-site visits to ensure alignment and engagement. This approach improved consistency and reduced escalation times by 30%.
I focused on upselling and cross-selling during service interactions by training technicians to identify customer needs. I also introduced a premium service tier that increased contract revenue by 25% while improving response times. Additionally, I optimized territory planning to reduce travel costs and increase technician productivity.
I led a digital transformation to implement a new CRM and field service management system across the region. Despite initial resistance, I conducted change management workshops and phased the rollout. The transformation reduced administrative work by 40% and improved first-time fix rates by 15%, leading to higher customer satisfaction scores.
I establish a regional steering committee that includes local leaders to voice their market nuances. I then align their needs with global goals by presenting data on how local adaptations can still achieve shared KPIs. For example, we customized our service pricing for Japan while ensuring overall profitability targets were met.
I set clear expectations tied to company values and provide ongoing coaching. I use recognition programs to celebrate wins and connect team performance to customer outcomes. I also invest in leadership development for frontline managers, which has consistently improved employee engagement scores by 10-15% year over year.
Job Description
The Vice President, APAC (SG, AU, NZ, JP, TH, MY, KR, IN) Customer Service Organization is the leader for a strategically critical, highly visible, and rapidly growing region of Agilent Technologies. The Customer Service Organization is responsible for running and growing a large and complex field service business with a strong mix of both transactional and strategic customers.
You will have accountability for driving a high-performance culture that delivers on Agilent’s strategic objectives. This is accomplished by building loyalty with our customers, shareholders, and employees while developing organizational capabilities to meet future business challenges.
The role includes providing leadership and management oversight across all aspects of our field service business, including employees, systems, and processes, as well as the ability to execute strategy with rigor and discipline. The successful candidate will have extensive service business leadership experience and possess strong knowledge of Agilent’s Instruments, Software, and Services portfolio, along with a deep understanding of customers and markets across the APAC region.
You will demonstrate strong strategic and operational leadership capabilities, coupled with the ability to communicate effectively and collaborate cross-functionally at the executive level.
The APAC CSO Vice President will provide direction and consultation to both the direct and extended APAC CSO leadership team, helping to define execution strategies, optimize organizational resources, and harmonize processes across the region.
You will partner closely with Global CSO executive staff members and key stakeholders across the Commercial Organization to define and execute the APAC strategic field deployment strategy, ensuring alignment of priorities, consistent execution, operational excellence, and customer-centric outcomes across diverse markets.
Qualifications
Bachelor’s or Master’s Degree or equivalent.
10+ years of Customer Service Operations Management or comparable regional leadership experience.
Demonstrated P&L leadership experience with accountability for revenue growth, profitability, forecasting, and resource allocation.
Growth mindset with a proven ability to identify new opportunities, drive innovation, and deliver sustainable business growth.
Proven ability to drive profitable growth through strong commercial acumen and customer-centric business leadership.
Experience leading large, geographically dispersed organizations across multiple countries and cultures.
Team building and cross-functional leadership skills with a proven track record of collaboration across regions and functions.
Natural and authentic leadership with strong people development, coaching, and performance management capabilities.
Ability to shape and execute strategic direction while driving organizational alignment and accountability.
Experience leading business transformation, digital enablement, and continuous improvement initiatives.
Exceptional business acumen with the ability to translate financial and operational insights into business results.
Ability to influence and align senior stakeholders across the Commercial Organization, Business Units, and corporate functions.
Strong written and verbal communication skills; fluent in English.
Strategic thinker with strong execution discipline and a results-oriented mindset.
Customer Experience advocate.
Experience operating in an international/global business environment
Additional Details
This job has a full time weekly schedule. It includes the option to work remotely.
Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations
Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.
Travel Required:
25% of the Time
Shift:
Day
Duration:
No End Date
Job Function:
Services & Support
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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