Head of Service

Eppendorf India Private Limited; Chennai; On-site; INR 4,000,000 - 6,500,000; Full time

Benefits offered by this job

Purpose and impact

Leadership opportunity

Room to grow

Customer connection

Collaborative culture

Job summary

Eppendorf India Private Limited seeks a Senior Service Leader to drive the service product portfolio and transform reactive service into proactive growth in the Indian market.

You will lead field service engineers and calibration lab activities, negotiate with customers, and ensure regulatory and quality standards are met while reducing risks and boosting customer satisfaction. The role offers a leadership path in a global life sciences company.

Qualifications

• Degree in any discipline, plus a technical or science-related degree.
• 10+ years’ commercial service experience, preferably in life sciences, including at least 5 years leading service-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

• 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.

Skills

Leadership

Business & Finance

Customer focus

Problem solving

Communication

Organization

Education

Any degree

Technical/Science degree

Job description

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.

Eppendorf is a leading life science company that develops and sells instruments, consumables, and services for liquid-, sample-, and cell handling in laboratories worldwide. Eppendorf products are used in academic and commercial research laboratories, e.g., in companies from the pharmaceutical and biotechnological as well as the chemical and food industries. Working at Eppendorf means being part of a community of more than 5,000 scientists, engineers as well as specialists from many other disciplines across more than 30 countries. All of us are committed to one mission: Being the expert partner and advisor of choice for life sciences laboratories around the world - with our premium products, our services, and our reliability.