Service Manager

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Biotage

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🧬 Biotechnology

💊 Pharmaceuticals

🔬 Science

Biotechnology • Pharmaceuticals • Science

Biotage is a global supplier and solutions partner providing instruments, consumables, reagents and software for drug discovery, development, analytical and environmental testing. The company specializes in separation and purification technologies (flash chromatography, solid-phase extraction, sample preparation, peptide/oligonucleotide workflows and bioprocess purification) and offers automated systems and workflow software for laboratories and scale-up. Biotage serves pharmaceutical, biotechnology, environmental, food and forensic labs with integrated hardware, consumables and services to accelerate and standardize analytical and preparative workflows.

📋 Description

• Manage and optimise the deployment of service executives across India to ensure efficient, high-quality service delivery • Improve service processes to enhance response times and high-quality delivery for Biotage instruments across the full portfolio • Develop contingency plans to address operational challenges and minimise customer downtime • Enhance the post-installation customer experience to drive repeat business and service contract renewals • Build and maintain strong relationships with pharmaceutical, biotech, CRO/CMO, academic, and government laboratory customers, while effectively managing escalations and resolving customer issues • Forecast and drive quarterly service bookings and revenue targets across AMCs, spare parts, qualifications, upgrades, and other aftermarket services • Identify and grow aftermarket opportunities across Biotage's installed base, providing value-based solutions and leading commercial negotiations for service contracts and renewals • Partner with Biotage global factories and cross-functional teams in India to ensure seamless installation, technical support, and an excellent customer experience • Manage spare parts inventory, improve DSO, DOS, and accounts receivable collections, and deliver profitable service operations in line with India service P&L targets • Lead, coach, and develop service managers and field service engineers, identifying capability gaps and driving continuous development aligned with Biotage India's service excellence standards

🎯 Requirements

• Bachelor's degree in Instrumentation, Electronics, or Electrical Engineering (required) • An MBA is a strong advantage for this commercially focused leadership role • 7–10 years' experience in field service or service business management, with 3–4 years leading field service engineers and/or service managers • Hands-on experience servicing precision scientific instruments; experience with life science, analytical, or laboratory equipment is preferred • Demonstrated success in driving service revenue, contract renewals, aftermarket growth, and delivering commercial targets through effective forecasting and profitability management • Strong leadership skills, with experience 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-focused mindset with strong problem-solving and decision-making skills, and the ability to work effectively across functions in a fast-paced environment • Financial acumen, including experience managing P&L, inventory, and collections, is an advantage • Experience working with global technical support teams and international manufacturing sites is an advantage

🏖️ Benefits

• Health insurance • Professional development opportunities