Job Information
Zimmer Biomet Manager, Service Commercial APAC in Remote, Malaysia
At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.
As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised.
Job Summary
Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world. The Manager, APAC Service Commercial is responsible for driving service revenue growth and managing the end-to-end commercial service operations across the Asia Pacific region. This role owns the full service revenue lifecycle — from strategic offering design and quotation through to billing — while leading the development and execution of service sales processes, tiered service offerings, and placement and rental programs. The role requires a commercially astute leader who can bridge service operations and sales, working closely with country teams, finance, and commercial leadership to maximize service revenue performance across APAC.
Principal Duties & Responsibilities
1. Drive Service Revenue via Tiered Offerings
Develop, manage, and continuously optimize a portfolio of tiered service offerings (e.g., Basic, Advanced, Premium/Comprehensive service contracts) tailored to the needs of APAC markets.
Define value propositions for each service tier, ensuring clear differentiation and alignment with customer needs, competitive positioning, and regional market dynamics.
Collaborate with Marketing, Product Management, and Global Service teams to design and launch new service packages and bundles that drive incremental revenue.
Conduct regular market analysis and customer segmentation to identify opportunities to upsell and cross-sell service contracts and value-added offerings.
Work with country teams to localize tiered service offerings in line with regulatory requirements, pricing norms, and customer expectations across APAC markets.
Monitor service offering performance and recommend adjustments to pricing, scope, and structure to maximize revenue and customer retention.
2. Service Revenue End-to-End Process Owner (Quotation to Billing)
Serve as the regional process owner for the complete service revenue cycle, encompassing quotation generation, contract execution, order management, invoicing, and billing.
Design, document, and implement standardized end-to-end service revenue processes across all APAC countries, ensuring consistency, accuracy, and compliance.
Identify and resolve bottlenecks, errors, and inefficiencies within the quotation-to-billing workflow to reduce cycle times and improve revenue realization.
Partner with Finance, IT, and Operations teams to ensure seamless system integration (e.g., CRM, ERP, CPQ tools) supporting the service revenue process.
Establish governance mechanisms including process audits, controls, and escalation pathways to ensure process adherence across country teams.
Lead continuous improvement initiatives within the quotation-to-billing process to enhance accuracy, speed, and customer
3. Service Revenue Tracking
Own the regional service revenue reporting framework , providing timely and accurate visibility into service revenue performance across APAC countries and business segments.
Develop and maintain dashboards, scorecards, and reports tracking key service revenue metrics including contract renewal rates, revenue attainment vs. target, revenue by offering tier, and billing accuracy.
Conduct regular revenue performance reviews with country service managers and commercial leadership, identifying risks, gaps, and growth opportunities.
Provide forward-looking revenue forecasts and pipeline analysis to support business planning and resource allocation decisions.
Collaborate with Finance to ensure service revenue is accurately recognized, reported, and reconciled in line with company accounting standards and policies.
Establish early warning indicators and corrective action plans to address revenue shortfalls proactively.
4. Service Sales Process Owner
Define, implement, and continuously improve the APAC service sales process, covering lead generation, opportunity management, proposal development, negotiation, and contract closure.
Develop and maintain service sales playbooks, tools, and training materials to enable country service and commercial teams to effectively sell service contracts and offerings.
Partner with the Sales and Service leadership to align service sales activities with capital equipment sales cycles, ensuring service contracts are positioned at the point of equipment placement.
Establish and monitor service sales KPIs including pipeline coverage, win rates, average contract value, and time-to-close, driving accountability across country teams.
Lead the design and rollout of service sales incentive frameworks and campaigns to motivate and accelerate service contract sales across the region.
Act as the regional subject matter expert on service commercial terms, pricing, and contract structures, supporting country teams in complex negotiations
4. Service Placement & Rental Process Owner
Own and manage the APAC service placement and rental program , including program design, commercial terms, operational workflows, and performance tracking.
Develop standardized placement and rental agreement frameworks, pricing models, and eligibility criteria in alignment with global guidelines and regional market requirements.
Collaborate with Sales, Finance, Legal, and Operations to ensure placement and rental programs are commercially viable, compliant, and operationally executable.
Oversee the end-to-end lifecycle management of placed and rented equipment, including contract initiation, utilization monitoring, billing, and asset recovery.
Identify opportunities to expand placement and rental programs as a strategic tool to grow installed base, drive service revenue, and improve market penetration across APAC.
Establish governance and reporting for placement and rental programs, ensuring visibility into asset utilization, revenue contribution, and program profitability.
This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions.
Education/Experience Requirements
Bachelor's degree in Business Administration, Commerce, Engineering, or a related field (required)
Minimum 7–10 years of experience in service commercial management, service sales, or related commercial operations roles
Minimum 3–5 years of experience in a regional APAC role with multi-country responsibility
Proven track record of driving service revenue growth and managing commercial processes in a B2B environment
Experience in medical devices, robotics, high-technology, or capital equipment industries is highly desirable
Demonstrated experience owning end-to-end commercial processes including quotation, contracting, and billing
Strong commercial acumen with the ability to develop and execute revenue growth strategies
Deep understanding of service contract models, tiered service offerings, and placement/rental business models
Excellent analytical skills with the ability to interpret revenue data and translate insights into actionable strategies
Strong process orientation with experience in process design, documentation, and governance
Effective cross-functional collaborator with the ability to influence without direct authority
Excellent communication and presentation skills, with the ability to engage senior stakeholders across diverse markets
Proficiency in CRM, ERP, and CPQ systems (e.g., Salesforce, SAP, Oracle); experience with data visualization tools (e.g., Power BI, Tableau) is an advantage
Fluency in English (required); proficiency in additional APAC languages is an advantage
Travel Requirements
Up to 50 percent
Applicants should be willing to work flexible hours, including evenings, weekends and the possibility of holidays
EOE/M/F/Vet/Disability