Service Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee and optimize the deployment of service executives throughout India to ensure efficient and high-quality service delivery.

• Enhance service processes to improve response times and ensure top-notch delivery for Biotage instruments across the entire portfolio.

• Create contingency plans to tackle operational challenges and reduce customer downtime.

• Improve the post-installation customer experience to foster repeat business and service contract renewals.

• Develop and sustain robust relationships with pharmaceutical, biotech, CRO/CMO, academic, and government laboratory clients, while effectively managing escalations and resolving customer concerns.

• Forecast and drive quarterly service bookings and revenue goals for AMCs, spare parts, qualifications, upgrades, and other aftermarket services.

• Identify and expand aftermarket opportunities within Biotage's installed base, offering value-driven solutions and leading commercial negotiations for service contracts and renewals.

• Collaborate with Biotage global factories and cross-functional teams in India to ensure smooth installation, technical support, and an exceptional customer experience.

• Manage spare parts inventory, enhance DSO, DOS, and accounts receivable collections, while ensuring profitable service operations in accordance with India service P&L targets.

• Lead, mentor, and develop service managers and field service engineers, identifying capability gaps and promoting continuous development in line with Biotage India's service excellence standards.

⛳️ Requirements

• A Bachelor's degree in Instrumentation, Electronics, or Electrical Engineering is required.

• An MBA is highly advantageous for this commercially oriented leadership role.

• 7–10 years of experience in field service or service business management, including 3–4 years in leadership roles overseeing field service engineers and/or service managers.

• Practical experience in servicing precision scientific instruments; familiarity with life science, analytical, or laboratory equipment is preferred.

• Proven track record in driving service revenue, contract renewals, aftermarket growth, and achieving commercial targets through effective forecasting and profitability management.

• Strong leadership capabilities with experience in building, coaching, and developing high-performing service teams.

• Excellent communication and stakeholder management skills, with the ability to influence customers and colleagues at all levels.

• Strategic, customer-centric mindset paired with strong problem-solving and decision-making abilities, and the capacity to work effectively across functions in a fast-paced environment.

• Financial acumen, including experience with P&L management, inventory, and collections, is a plus.

• Experience collaborating with global technical support teams and international manufacturing sites is beneficial.

🏝️ Benefits

• Health insurance.

• Professional development opportunities.