Service Manager

Biotage

Service Manager responsible for service teams and customer satisfaction at Biotage. Driving service revenue and managing the service business in India with a collaborative approach.

Posted 6/27/2026full-timeRemote • 🇮🇳 IndiaSeniorLeadWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Health insurance
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

field service managementservice business managementservicing precision scientific instrumentslife science equipmentanalytical equipmentlaboratory equipmentforecastingprofitability managementP&L managementinventory management

Soft Skills

leadershipcoachingteam developmentcommunicationstakeholder managementinfluencingproblem-solvingdecision-makingcustomer-focused mindsetstrategic thinking

Certifications

Bachelor's degree in InstrumentationBachelor's degree in ElectronicsBachelor's degree in Electrical EngineeringMBA