Head of Service
Eppendorf
- Increase service revenue, productivity and profit by managing the service product portfolio as well as transforming the existing reactive business into a more proactive one
- Manage and direct the activities of the field service engineers as well as the Calibration Lab for installations, calibrations, repairs and other technical work
- Assist with difficult customer problems and critical negotiations
- Ensure all regulatory and quality requirements are met by the service team
- Minimize business, regulatory and safety risks for staff and the company
- Drive customer satisfaction and loyalty through a customer focused approach and based on customer feedback
- Ensure administrative responsibilities of the team such as maintaining customer service logs and internal service records are done in a timely manner and as per departmental guidelines
- Explore and implement initiatives to improve the effectiveness of department methods and procedures and increase the productivity of the team
- Coach, assist and support the development of the members of the service team to build a high performing team and increase employee engagement
- Other duties as requested from time to time to support the company.
- A degree in any discipline; a technical or science-related degree.
- 10+ years’ commercial service experience, preferably in life sciences, including at least 5 years leading service-business growth in a global life sciences company.
- Strong leadership, business and financial skills, with a track record of growing revenue, improving productivity and developing teams.
- Customer-focused, with experience handling complex service issues and building lasting relationships.
- Strong problem-solving, communication and organizational skills.
- Professional, collaborative and accountable, with a positive approach.
- Purpose and impact. Lead services that help laboratories maintain reliable equipment and support the quality of scientific work.
- A meaningful leadership opportunity. Shape the service business in India, develop a strong team and contribute to sustainable growth.
- Room to grow. Build your leadership, commercial and technical expertise in a global life sciences environment.
- Customer connection. Work closely with laboratory customers and internal teams to solve service challenges and build lasting relationships.
- A collaborative culture. Work with colleagues who value customer focus, accountability, teamwork and continuous improvement.