Planet Pharma

Regional Customer Care Manager APAC

Bangkok, Bangkok Metropolis NA TH

Posted: 02/15/2026 2026-02-15 2026-03-18 Employment Type: Direct Hire/Perm Job Category: Project Management Job Number: 623062 Is job remote?: No Country: Thailand

Job Description

About the Company The organization is a global dental medical technology company headquartered in Europe that develops and supplies advanced equipment and solutions for dental professionals, including imaging systems, ultrasonic devices, instruments, and related consumables. With a presence in more than 100 countries worldwide and a network of international offices and distributors, it supports practitioners across diverse markets and continues to expand its product portfolio and global footprint.

About the Role

In today’s hybrid go-to-market environment, combining dealer-based distribution and direct customer sales, delivering outstanding support to both customers and partners is essential. Strong leadership is required to establish, standardize, and continuously enhance customer-focused processes that drive satisfaction and operational excellence.

The organization is on a transformation journey toward service excellence and aims to further strengthen and expand its Customer Care capabilities across the region.

Key Responsibilities Geographic Scope

The role will initially oversee operations in Thailand, with a phased expansion to additional countries where regional subsidiaries operate.

Functional Scope

Oversight of the full Customer Care lifecycle, from installation through end-of-life support, including:

• Field Service
• Repair Centers
• Administrative support
• Spare parts logistics and warehousing
• Helpdesk operations, including Customer Service and Level 1 and Level 2 Technical Support

Product Scope

Support responsibilities cover imaging systems, including X-ray and camera technologies, conservative and surgical dental equipment, and related application software.

Financial Scope

Full regional P&L accountability for Customer Care operations.

Core Objectives

• Lead and manage Customer Care Operations teams in assigned countries, starting with Thailand.
• Develop and deploy structured processes and procedures to progressively improve customer satisfaction and operational efficiency.
• Define and implement KPIs to measure performance across customer satisfaction, governance, and financial outcomes.

Operational Responsibilities

• Oversee daily Customer Care operations in Thailand, providing clear leadership and short- to mid-term planning.
• Guide and support Customer Care teams across regional subsidiaries.
• Assist dealer networks with service-related matters, including technical training initiatives.
• Take ownership of escalated issues requiring management intervention.
• Act as a central coordination point between customers, dealers, subsidiaries, and internal stakeholders.
• Develop mid- and long-term Customer Care strategies in collaboration with senior regional leadership.

Additional Responsibilities

• Coordinate resolution of complex or high-visibility service cases.
• Ensure transparent information flow regarding technical issues between dealers, subsidiaries, manufacturing sites, quality management, R&D, and product management.
• Contribute to regional sales support activities in alignment with regional leadership.

Team Structure Direct Leadership

Responsible for managing the Thailand-based Customer Care organization, including:

• Field Service teams
• Repair Center operations
• Administrative support
• Spare parts logistics and warehousing
• Coordination of Helpdesk functions, including Customer Service and Level 1 and Level 2 Technical Support

Managerial Responsibilities

• Recruit, onboard, and train team members
• Plan and supervise departmental schedules
• Conduct performance reviews and provide structured feedback
• Manage disciplinary actions and employment matters in line with company policies
• Oversee departmental training programs
• Contribute to the budgeting process

Indirect Leadership

Provide guidance and operational support to Customer Care teams across regional subsidiaries, working closely with local General Managers.

Key Internal Stakeholders

• Regional Sales Leadership
• General Managers of regional subsidiaries
• Automation and technical support leadership
• Factory repair and advanced support managers
• Local support functions including HR, Finance and Accounting, and IT

Education and Experience

Education:

Bachelor’s degree in a technical discipline such as electronics, mechatronics, mechanical engineering, IT, or a related field, or equivalent professional experience.

Experience:

• Minimum 5 years in a customer-facing or service organization
• At least 1 year in a supervisory role within an international environment in the region
• Proficiency in Microsoft Office, experience with CRM systems, and basic ERP knowledge

Required Skills and Competencies

• Strong leadership and people management capabilities
• Customer-focused mindset
• Excellent interpersonal and communication skills
• Strong organizational and planning abilities
• Solid understanding of technical systems including hardware and software
• Analytical thinking and effective problem-solving
• Ability to coach, train, and develop others
• Comfortable working both independently and within a team environment
• Cultural awareness and sensitivity within diverse Asian markets

Personal Attributes

• Composed under pressure, particularly in managing complex complaints
• Self-driven with a continuous improvement mindset
• Comfortable operating within a matrix organization
• Willingness to travel regionally at approximately 40 percent or more

Equal Opportunity Employer: We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.

Fraud Alert: Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double check the email address of the Recruiter to ensure it’s from an official Planet Pharma domain (@planet-pharma.com, @planet-pharma.co.uk, and @ppgadvisorypartners.com) and not a domain with an alternative extension like .net, .org or .jobs.

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