Service Director (Biotech Industry)

Biotage is a Global Impact Tech Company committed to solving society’s problems. We offer workflow solutions and products to customers in Drug Discovery and Development, Analytical Testing and Water and Environmental Testing.

We are seeking a Service Director to join our growing Service team in Charlotte, NC. The primary purpose of this position is to lead and manage Biotage North America’s Technical Service and Support Team which provides technical support, troubleshooting, internal repair and instrument installation and field repair for all Biotage North American customers and field-based personnel.

Essential Job Duties

• Management of Field Service and 1-point Technical support teams through team leaders. Also responsible for direct management of Service Sales personnel and providing general support for Service Management.
• Drive overall Service business to ensure customer satisfaction while delivering the targeted revenue growth and improving the P&L profitability of the function.
• Ensure fast, efficient and effective in-bound phone and e-mail based technical support to all external and internal customers within the 1-point technical Service Team.
• Ensure high-quality, reliable and responsive troubleshooting and onsite support for our instrumentation customers (External and Internal Customers)
• Continuous development and improvement of team culture to ensure positive team atmosphere and development of employees’ technical skills, soft skills and leadership acumen.
• Ownership of the customer experience via all aspects of a technical service request within Biotage Americas including inbound handling, troubleshooting, effective dispatching and timely, high quality completion and closure of each issue. (External and Internal Customers)
• Management and resolution of team conflicts, setting priorities and ensuring the availability of adequate manpower to meet performance targets
• Escalation owner for customers complaints and team member originated concerns which are received or identified within the Technical Support Department
• Development of direct and indirect reports, talent management and development planning for growth of team and retention of key individuals
• Perform other duties as assigned

Knowledge and Skill Requirements

• Ability to successfully lead and manage a diverse technical staff
• Orientation to internal and external customer satisfaction
• High-level knowledge on applications and instrumentation within Biotage business areas
• Ability to effectively communicate technical information to both technical and non-technical individuals
• Ability to learn and troubleshoot/fix technical electro-mechanical instrumentation a strong plus

Education and Experience

• Bachelor's degree (BA/BS) from four-year College or university preferred or equivalent experience considered
• 5+ years direct Field or Inside service work preferred.
• 5+ years’ Service-related Management and Service Operations experience strongly preferred.

Travel Required

• Occasional travel up to 10% annual including overnight stays; potential for occasional international and/or weekend travel.
• On average all days will be spent in the Charlotte office with occasional customer visits, offsite meetings and similar
• Some ability to work from home with expectations that role will be interfacing with direct reports consistently throughout the day. Generally maintaining 8am-5pm EST working hours

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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