Service Manager, Biomonitoring India

Merck Life Science; Bengaluru; On-site; INR 2,500,000 - 3,500,000; Full time

Job summary

Merck Life Science in Bangalore, India, seeks a Service Manager for Biomonitoring to lead the Field Service Engineering team across India. You will drive the full service lifecycle from installation to repairs, ensuring regulatory compliance and high customer satisfaction.

You will oversee operations, manage contracts and revenue, and partner with sales and product teams to extend service offerings while developing your team and maintaining strict GMP standards.

Qualifications

• Bachelor's degree in Engineering, Life Sciences, Biomedical Science, Chemistry or related.
• Minimum 5–7 years in field service or service operations within life science instruments or GMP sector.
• At least 2–3 years of experience leading or supervising field service or technical teams.
• Experience managing service contracts and customer accounts.

Responsibilities

• Lead and develop Field Service Engineers across India, setting performance objectives.
• Oversee full-service lifecycle for BioMonitoring instruments in India (IQ/OQ, maintenance, repairs).
• Ensure SOPs and service protocols are followed for compliant service delivery.
• Manage scheduling, dispatch, and SLAs to ensure timely customer responses.
• Maintain CRM records and Installed Base data in Salesforce.

Skills

Team Leadership

Field Service

Operations Management

Customer Relationships

Service Revenue

GMP Compliance

Contract Management

Installed Base CRM

Vendor & Partner Management

Education

Bachelor's degree in Engineering/Life Sciences/Chemistry

Tools

Salesforce

MS Office

Job description

Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you've got big plans - so do we! Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

Job Title: Service Manager, Biomonitoring India

The Service Manager, Biomonitoring India leads the BioMonitoring Field Service Engineering team across India and reports to the APeC Service Manager. This role is responsible for the full-service lifecycle, from instrument installation and qualification to preventive maintenance, repairs, contract renewals, and resolution of complex technical issues. The Service Manager drives service revenue and customer satisfaction, builds team capability, and serves as a key link between field operations, commercial sales, and global product management. This role will be based in Bangalore, India.

Your Role

Team Leadership & People Management

• Lead, coach, and develop a team of Field Service Engineers across India, setting clear performance objectives and conducting regular performance reviews.
• Build a high-performing team through effective onboarding, skills assessments, and individual development plans.
• Manage schedules, workloads, and capacity to maintain field coverage and timely customer response.
• Identify training needs and coordinate technical and soft-skills development programmes for employees, dealers, and third-party partners.
• Foster a culture of accountability, safety, and customer-centricity within the team.

Service Operations & Delivery

• Oversee the full-service lifecycle for the Company’s BioMonitoring instruments in India, including installation, Installation Qualification and Operational Qualification (IQ/OQ), preventive maintenance, repairs, and decommissioning.
• Implement and uphold standard operating procedures (SOPs) and service protocols to ensure consistent, compliant service delivery.
• Coordinate engineer scheduling and dispatch to meet customer needs and service level agreements (SLAs).
• Review and approve field service reports for accuracy, completeness, and regulatory compliance before submission to customers.
• Ensure readiness of spare parts, consumables, calibration standards, and service tools to support uninterrupted field operations.
• Act as the technical escalation point for complex instrument issues that cannot be resolved at the FSE level, coordinating with global product and applications teams as required.

Customer Relationship Management

• Act as the senior service point of contact for key pharmaceutical and biotech accounts, building long-term relationships with lab managers, quality and procurement stakeholders, and site leadership stakeholders.
• Hold regular business reviews with strategic customers to evaluate service performance, address concerns, and identify upsell and expansion opportunities.
• Drive customer satisfaction by monitoring post-service feedback, resolving complaints effectively, and implementing corrective actions where required.
• Support the sales organisation in pre-sales discussions, tender responses, and customer presentations that require service and technical expertise.

Service Revenue & Contract Management

• Own and deliver against the regional service revenue and contract revenue targets for the BioMonitoring Division.
• Drive growth of the service contract portfolio by proactively identifying renewal, upgrade, and cross-sell opportunities across the installed base.
• Develop and present commercial proposals for service contracts, IOQ services, and consumable programmes, and negotiate contract terms with customers.
• Review monthly revenue performance against plan, explain variances, and recommend corrective actions.
• Collaborate with the sales team on bundled commercial strategies that integrate service offerings with instrument and consumable sales.

Asset, Installed Base & CRM Management

• Maintain accurate and up-to-date Installed Base records for all the Company’s BioMonitoring instruments across India in Salesforce (SFDC).
• Ensure all service activities, opportunities, and customer interactions are recorded promptly and accurately in CRM.
• Oversee company-owned assets – including calibrators, laptops, mobile devices, and service tools – and maintain appropriate security, maintenance, and lifecycle records.
• Use Installed Base insights to proactively plan preventive maintenance campaigns, contract renewals, and instrument upgrade conversations.

Compliance, Quality & GMP Adherence

• Ensure all service activities comply with GMP regulations, customer site requirements, and the Company’s internal quality standards.
• Maintain calibration programmes, ensuring calibrators and reference standards are traceable, in-date, and correctly documented.
• Represent the service function during customer audits and regulatory inspections.
• Drive continuous improvement in service quality metrics, including first-time fix rate, mean time to repair (MTTR), and SLA compliance.

Reporting, Budgeting & Business Administration

• Prepare and present monthly service performance reports to regional management, covering revenue, SLA performance, team utilisation, and customer satisfaction.
• Manage the service department budget, including spare parts inventory, travel expenses, and third‑party service provider costs.
• Ensure all team members adhere to company expense reporting guidelines and administrative processes in a timely and accurate manner.
• Contribute data‑driven service revenue and headcount forecasts to annual budgeting and business planning.

India Expansion & Third-Party Partner Management

• Manage and develop relationships with authorised third‑party service providers and dealers across India to extend service reach and capability.
• Define service standards and requirements for partner organisations, monitor performance, and provide technical guidance and training.
• Identify opportunities to expand the Company’s direct service footprint in high-priority Indian markets and develop business cases for additional headcount or capability investment.

Events & Strategic Representation

• Represent the Service function at regional trade exhibitions, customer seminars, product launches, and internal sales conferences.
• Support product demonstrations and participate in cross‑functional meetings to provide the service perspective on new product introductions, product improvements, and customer feedback.

Who You Are

• Bachelor's degree in Engineering, Life Sciences, Biomedical Science, Chemistry or a related discipline.
• Minimum 5–7 years of experience in field service, technical applications, or service operations within the life science instruments, medical devices, or GMP pharmaceutical sector.
• At least 2–3 years of experience leading or supervising field service or technical teams.
• Demonstrated experience managing service contracts, service revenue targets, and customer accounts.
• Solid understanding of GMP/GLP requirements and regulatory frameworks applicable to pharmaceutical and biotech customers.
• Experience with BioMonitoring, microbiology testing, environmental monitoring, or related instrumentation.
• Familiarity with ISO/IEC 17025, USP, or EP standards relevant to the division's product portfolio.
• Good track record of growing service contract portfolios and managing third‑party service partner networks across India
• Proficiency in CRM platforms (Salesforce preferred) and MS Office Suite (Excel, PowerPoint, Word).
• Strong written and spoken English; proficiency in Hindi or additional regional Indian languages is an advantage.

What we offer:

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!