Service Manager

Who We Are

Job Description

We are seeking a capable, hands-on Service Manager to lead the installation, servicing, and technical support of the metrology and process equipment Dymek supplies to customers in the semiconductor, optics, biotech, aerospace, and R&D sectors. You will hold primary responsibility for service delivery in the Singapore market while contributing your expertise to projects across the wider Asia region.

This is very much a hands-on role. While you will coordinate and mentor a small team of field service engineers — scheduling jobs, allocating resources, and guiding their technical development — you are also expected to remain on the tools yourself, performing installations and servicing alongside the team rather than directing from a desk.

Equally important, this role is not only about fixing equipment. You will be the face of Dymek and its principals in front of customers — communicating clearly how an issue has been resolved, de-escalating tense situations, and building lasting confidence among both customers and suppliers that sound engineering solutions are being delivered. Strong technical judgement, clear communication, and conscientious documentation are all central to success.

Key Responsibilities:

Field Service & Technical Delivery
•      Install, commission, service, and repair metrology and process equipment at customer sites, working hands-on alongside the field service team.

•      Diagnose and troubleshoot faults across a broad range of equipment — including tools you may not have encountered before — by reasoning from first principles, technical manuals, and supplier documentation.

•      Provide on-site and remote technical support to customers, ensuring equipment is restored to full working condition with minimal disruption.

•      Contribute hands-on expertise to installation and service projects across the Asia region as required, involving regular regional travel.

Team Coordination & Mentoring
•      Coordinate and schedule the field service team’s workload, allocating jobs based on skills, location, and priority.

•      Mentor and develop junior engineers, sharing diagnostic methods and building the team’s technical capability over time.

•      Serve as the senior point of escalation for complex or sensitive technical issues.

Customer & Supplier Communication
•      Act as the primary technical liaison with customers, communicating clearly how issues have been diagnosed and resolved.

•      De-escalate difficult situations and manage customer expectations with professionalism and composure.

•      Build and sustain trust with customers and suppliers that Dymek consistently delivers reliable engineering solutions.

•      Liaise with equipment suppliers (principals) on technical matters, warranty claims, and escalations, drawing on their expertise where needed.

Customer Outreach & Scheduling on PM
•      Monitor the service database to find customers due for regular equipment checkups.

•      Contact customers directly via phone and email to remind them of their maintenance needs.

•      Follow up persistently with customers to ensure they schedule their PM.

•      Coordinate with customers to find the best dates and times for service appointments.

Commercial Contribution
•      Identify and follow up on opportunities for service contract renewals during the course of customer engagements.

•      Spot and flag opportunities for spare parts sales, upgrades, and additional services that benefit the customer.

•      Support the sales team with technical input during the pre-sales and quotation process where relevant.

Documentation & Spare Parts
•      Prepare clear, accurate service reports, installation records, and maintenance documentation for every job.

•      Maintain organised records of service history, customer communications, and technical findings.

•      Manage and track spare parts inventory, ensuring critical parts are available to support timely service.

Troubleshoot Unfamiliar Equipment

·        Independently diagnose and troubleshoot unfamiliar equipment by interpreting technical manuals, schematics, supplier documentation, and other engineering information, applying sound first-principles reasoning rather than relying solely on prior familiarity with a particular machine or technology.

Qualifications & Attributes:
• Diploma or Degree in Mechanical, Electrical, Mechatronics, Electronics Engineering, or a related technical field.
• Proven field service experience with precision instruments, capital equipment, or other complex technical systems. Experience in metrology, semiconductor, optics, or a related industry is advantageous but not essential.
• Strong practical engineering aptitude, with the ability to analyse unfamiliar technical problems logically and develop effective solutions.
• Comfortable taking ownership of issues and working independently, while exercising sound judgement about when to involve colleagues or equipment suppliers.
• Experience mentoring, guiding, or coordinating engineers or technical staff. Formal people-management experience is advantageous but not essential.
• Strong organisational and prioritisation skills, with the ability to manage multiple service activities and follow open matters through to completion.
• Excellent communication and interpersonal skills, including the ability to explain technical matters clearly, manage expectations, and remain composed in challenging customer situations.
• Proactive, dependable, and persistent in following up on customer commitments, maintenance requirements, and outstanding actions.
• Conscientious and disciplined in maintaining accurate reports, records, and service documentation.
• Commercially aware and able to recognise appropriate opportunities to support customers through service contracts, spare parts, upgrades, or additional services.
• Hands-on, adaptable, and willing to lead by example in the field.
• Willing and able to travel regularly within Singapore and across the Asia region as required.

If you believe you’re a right fit, please send your CV to web@dymek.com