UK Service Manager

Bio-Rad Laboratories; Watford; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading life sciences company is seeking a Service Manager for its Watford location. The role involves overseeing instrument and workshop service operations while ensuring high customer satisfaction and operational efficiency. Candidates should have substantial service management experience, particularly in the medical devices sector, along with strong financial acumen and leadership skills to drive staff performance and process improvements.

Benefits

Pension matching up to 8%

Private health & dental insurance

25 days holiday plus your birthday off

Flexible work options

On-site parking

Qualifications

• Demonstrable experience in service management, preferably within the medical devices sector.
• Proven success in programs related to staff and instrument performance.
• Minimum of 5 years experience as a UK Service Manager.

Responsibilities

• Owning the day-to-day instrument and workshop service operations for the UK.
• Managing the delivery of customer satisfaction, adhering to agreed SLA’s.
• Driving initiatives that standardize processes and improve effectiveness for the business and customers.

Skills

Service management

Financial understanding

Communication skills

Job description

Overview

The role requires hybrid working, with 3 days in the office.

Responsible, through a European reporting structure within service, for delivering activities supporting the installation, modification, and repair of customer instruments, carried out on customer sites and workshops, as well as providing customer technical support for all Bio-Rad products. The role involves working within the escalation process back to the Specialist Manager Europe. A key aspect of this role is developing the local service and customer service staff, ensuring both service revenue and operational expenses are optimized to meet set BP targets.

How You’ll Make an Impact:

• Owning the day-to-day instrument and workshop service operations for the UK.
• Building a strong interface between local service, customer technical service, sales, customer service, and finance teams in the UK.
• Managing the delivery of customer satisfaction, adhering to agreed SLA’s.
• Driving initiatives that standardize processes and improve effectiveness and efficiency for the business and customers.
• Maintaining individual staff identities while establishing a standardized EMEA approach for instrument service and customer technical support.

What You Bring:

• Demonstrable experience in service management, preferably within the medical devices sector, with strong financial and commercial understanding.
• Proven success in programs related to staff and instrument performance, with measurable outcomes.
• Experience in implementing change and translating strategies into action, with a focus on financial indicators and customer satisfaction.
• Strong communication skills and the ability to influence effectively.
• Willingness to challenge and lead change collaboratively.
• Minimum of 5 years experience as a UK Service Manager.
• Knowledge of local service practices and operational ways of working.

Who We Are:

Bio-Rad has been advancing discovery and transforming science and healthcare for 70 years. As a top five life science company, we develop, manufacture, and market high-quality research and clinical diagnostic products, helping people live longer, healthier lives. Recognized as a Best Place to Work, we offer a collaborative, global environment where employees are supported to build careers and drive impactful change.

Benefits:

Our Total Rewards programs aim to enhance health, wealth, and wellbeing through offerings like pension matching up to 8%, private health & dental insurance, life insurance, income protection, 25 days holiday plus your birthday off, flexible work options, cycle to work scheme, on-site parking, employee discounts, referral schemes, and 24/7 online health and wellbeing support.

EEO Statement:

Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, welcoming candidates of all backgrounds, including veterans, individuals with disabilities, and diverse racial, ethnic, gender, age, and orientation groups.

Agency Non-Solicitation:

We do not accept agency resumes unless authorized by a Bio-Rad Recruiting Representative. We will not pay fees for unsolicited resumes.