Service Manager (m/f/d)

Bruker•Durham, NY

About The Position

The Service Manager is a leadership role within Bruker Nano Surfaces and Metrology’s service organization, responsible for building and developing the Europe BNSM service team (BNS and BSEMI). The role establishes scalable operational processes, builds customer relationships, and delivers measurable results across Europe’s semiconductor, materials science, and research sectors. It has responsibility for team leadership, talent development, customer satisfaction, and achieving Europe service revenue and business growth targets. The manager leads team development and workforce planning, oversees customer relationships and service quality, and delivers service revenue and operational performance against budget. The role also develops Europe service growth strategy, leads efficiency initiatives, manages budgets and forecasts, and ensures compliance with company policies. It reports Europe service KPIs weekly to the Regional Service Director and represents Bruker BNSM at relevant industry events and forums.

Requirements

At least 7 years in a technical service management role, with experience building and leading service teams in Europe.
At least 5 years of field service experience.
At least 7 years in a management or team leadership role.
Bachelor’s degree required.
Demonstrated success managing relationships with major European accounts and understanding European business culture, customer expectations, and market dynamics.
Strong people leadership skills, including developing, coaching, and retaining technical professionals.
Business acumen and a track record of owning P&L or revenue targets, driving service revenue growth, and managing operational budgets.
Excellent communication skills.
A theoretical foundation in physics, electronics, or materials science to support complex system and application problem-solving.
Ability and willingness to travel domestically across Europe and occasionally internationally.

Nice To Haves

Hands-on technical background in Atomic Force Microscopes (AFM), Stylus Profilers, Mechanical Testers, X-Ray Diffractometers, Mask Repair Tools, or non-contact 3D Optical Microscopes.
Master of Science or PhD in Engineering, Physics, Materials Science, or a related scientific discipline.
Experience managing service P&L or revenue budgets.
Technical certifications in relevant instrumentation platforms.
Experience in capital equipment, the semiconductor industry, or scientific instrumentation.

Responsibilities

Build, structure, and continuously develop the Europe BNSM service team, including hiring, onboarding, and retaining technical talent.
Define roles, responsibilities, and performance expectations; conduct performance reviews and coaching sessions.
Design and deliver technical, soft-skills, and business training programs; develop individualized plans and succession pipelines.
Foster continuous learning, accountability, and a solution-advisor mindset.
Coordinate with Sales, Applications, and Technical Support to align the Europe service team with worldwide BNSM strategy.
Plan workforce allocation and anticipate future skill needs.
Act as an escalation leader and technical mentor for supervisors and engineers.
Own customer satisfaction metrics, set targets, monitor results, and drive corrective actions.
Build and maintain senior-level relationships with key customers and personally manage strategic account escalations.
Lead root-cause analysis and systematic corrective actions for customer issues.
Bring Europe customer feedback into internal product, service, and support improvements.
Build a customer support system tailored to the European market.
Oversee the quality of installations, troubleshooting, preventive maintenance, field repairs, training, and post-sales application support.
Drive service contract penetration and renewal in coordination with Sales.
Establish customer communication cadences, including business, case-aging, escalation, and satisfaction reviews.
Deliver service revenue against annual targets and manage operational costs within approved budgets and headcount.
Develop and execute a multi-year Europe service growth strategy aligned with the global business plan.
Define, track, and report service KPIs weekly to the Regional Service Director.
Partner with Sales leadership on a joint service go-to-market approach.
Improve operational efficiency in spare parts, logistics, scheduling, and service delivery workflows.
Represent European market requirements and opportunities in global strategy processes.
Ensure compliance with Bruker HR, finance, EHS, and operational policies and maintain standardized processes.
Lead annual service budget planning and mid-year forecasting.
Perform other duties as assigned by worldwide or regional leadership.
Represent Bruker BNSM at industry events, customer technical symposia, and professional forums as required.