Head of Service

Eppendorf; Chennai; On-site; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Purpose and impact

Meaningful leadership opportunity

Room to grow

Customer connection

Collaborative culture

Job summary

Eppendorf in Chennai, India seeks an experienced leader to drive the service portfolio, manage field service engineers and calibration lab activities, and deliver high-quality customer support. You will shape service growth in a global context, while ensuring regulatory compliance and strong team development.

The role emphasizes revenue growth, customer satisfaction, and proactive service improvements within a collaborative, high-performance environment.

Qualifications

• 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.

Responsibilities

• Increase service revenue by managing the service product portfolio and transforming reactive business to proactive.
• Direct field service engineers and Calibration Lab activities for installations, calibrations, repairs and technical work.
• Assist with difficult customer problems and critical negotiations.
• Ensure regulatory and quality requirements are met by the service team.
• Minimize business, regulatory and safety risks for staff and company.
• Drive customer satisfaction and loyalty through a customer-focused approach and feedback.
• Maintain service logs and internal records per guidelines.
• Explore initiatives to improve department methods and productivity.
• Coach and support development of team members to build a high-performing team.
• Perform other duties to support the company.

Skills

Leadership

Business skills

Financial skills

Customer-focused

Problem-solving

Communication

Organizational skills

Collaboration

Accountability

Coaching & development

Education

Any degree (technical or science-related preferred)

Job description

Job Description:

How you can make an impact

• 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.

What sets you apart

• 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.

What we offer

• 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.

Requirements: