Service Product Manager - GCMS

Shimadzu Careers • Columbia, MD

9d • Onsite

About The Position

Shimadzu Scientific Instruments is seeking a Service Product Manager to join our team! In this role, you will provide technical and operational leadership for the service, repair, maintenance, installation, and support on Gas Chromatography/Mass Spectrometry (GCMS) instrumentation. You will lead and support assigned service personnel while helping ensure customers receive consistent, high-quality technical service throughout the product lifecycle. You will work closely with Service, Technical Support, Marketing, Sales, and other Shimadzu teams to support field personnel, strengthen service processes, prepare for new product introductions, manage service-related business activities, and address technical issues affecting customers and employees. This role combines hands-on technical expertise with people leadership, training, troubleshooting, service operations, and business planning.

Requirements

• A bachelor's degree in Chemistry or a related field is required.
• A minimum of five years of instrument repair experience is required.
• A minimum of three years of experience supervising technical personnel is required.
• Strong technical knowledge of Gas Chromatography/Mass Spectrometry instrumentation and related instrument service is required.
• Demonstrated ability to troubleshoot, repair, maintain, and support the installation of analytical instrumentation is required.
• Experience training, mentoring, and developing technical personnel is required.
• Strong leadership, organizational, administrative, and customer service skills are required.
• Strong written and verbal communication skills, with the ability to provide clear technical guidance to customers and Shimadzu personnel, are required.
• Ability to develop and manage business plans, revenue goals, expense budgets, staffing requirements, and service resources is required.
• Ability to travel as needed to support customer and company requirements is required.

Nice To Haves

• Experience with service business processes, parts inventory management, and product lifecycle management is preferred.
• Working knowledge of Dynamics 365 Field Service is preferred.

Responsibilities

• Provide technical leadership and guidance for the repair, maintenance, troubleshooting, and installation of assigned Shimadzu products.
• Lead, mentor, and support assigned service personnel to promote high-quality service delivery, technical excellence, and a strong customer experience.
• Evaluate the technical skills of service personnel, identify training and development needs, and assist with employee training and performance evaluations.
• Provide customers and Shimadzu personnel with the technical support, documentation, and guidance needed to complete instrument repairs, maintenance, and installations.
• Ensure repairs, product failures, and related service activities are accurately documented and reported, and recommend product or process improvements when appropriate.
• Manage applicable Dynamics 365 Field Service functions, including service types and service agreement pricing for assigned products.
• Partner with Marketing on new product introductions to ensure service requirements, including parts registration, IQ/OQ documentation, and service agreement pricing, are prepared for product launch.
• Monitor parts inventory levels and recommend stocking strategies that support effective product service and customer needs.
• Ensure assigned personnel properly use work order tracking and dispatch systems in accordance with established procedures.
• Develop and implement departmental business plans, including revenue goals, expense budgets, staffing needs, and resource requirements.
• Support timely and accurate completion of required reports, documentation, and administrative activities.
• Collaborate with Service, Technical Support, Sales, Marketing, and other internal teams to address customer, product, and service-related needs.
• Travel as needed to support customers, field personnel, and company requirements.

Benefits

• Day 1 Benefits
• Matching 401K & Profit-Sharing Program
• Flexible Spending/Health Savings Accounts
• Generous & Front-Loaded Paid Time Off Plan
• Tuition Assistance Program for both graduate and undergraduate levels
• Pet Insurance
• optional Identity theft, legal pre-paid and critical care buy-up insurance benefits
• generous company paid life insurance & short-term disability programs
• Business casual Dress Attire & casual (jeans) Friday!
• Employee Resource Groups
• Incentive and/or Commission Plan
• short-term disability program with the company covering 100% of monthly premiums
• incentive plan based on company and service performance
• year-end discretionary bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level