Your challenges
Home-Office based position in the US
You will work independently as the manager of a US service team with field and back-office resources, and organize your working day flexibly, according to the requirements of the service region.
You will drive service business management initiatives. With a focus on updating our Bioprocess service portfolio, support the definition of and roll out of changes that include developing new pricing strategies for service sales, uncovering new opportunities, and focus on service growth and efficiency in the region.
Overseeing the service department budget, including forecasting and planning.
You will increase service business efficiency by implementing global and strategic processes set up by the Bioprocess global service owner to reduce non-value-add activities by service engineers, and measure KPIs for key service efficiency elements.
You will build relationships and align our sales and service teams. Collaborate with sales to identify best practices and opportunities for selling service based on the existing and updated Bioprocess service portfolio.
Drive service leads programs in the field to enable the capture of new contacts, new opportunities, and replacement opportunities for sales to enact on.
You will create, refine, and roll out processes. Initiate and manage a scheduling and dispatch process to ensure efficient planning and scheduling, reduce unnecessary travel costs, and drive fast delivery times.
Enact clear data guidelines and processes for managing our install base and enacting best-in-class field and back-office processes and programs to further support and sell into our existing customer base.
You will drive leadership and continuous improvement. Developing and leading a high-performing service team, including hiring, training, and performance management.
Building and maintaining strong relationships with key customers, understanding their needs, and ensuring high customer satisfaction.
You will travel up to 25% on customer and field visits.
Your expertise
Strong leadership and strategic thinking skills.
10+ years working in field service and proven experience in similar roles
Bioprocessing and / or life sciences industry is beneficial.
Excellent communication and interpersonal skills.
Ability to drive change management and implement new processes.
Expert fluency in English (both written and spoken).
Previous experience in a global environment is a plus.
Your benefits at Eppendorf
Opportunity to make a significant impact on our service business growth and operational efficiency.
You will be part of a dynamic team that values innovation and continuous improvement.
Personal and professional development opportunities.
Access to a global team and environment.
Innovative and appreciative corporate culture.
Company car for private use.
Competitive total rewards package including health, financial, and education benefits
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