Service Product Manager - Biotech (MALDI-TOF & PPSQ)
About The Position
Shimadzu Scientific Instruments is seeking a Service Product Manager to provide technical and operational leadership for service, repair, maintenance, installation, and support of MALDI-TOF mass spectrometry, PPSQ protein sequencers, and related biotechnology instrumentation. The role leads and supports assigned service personnel and ensures customers receive consistent, high-quality technical service throughout the product lifecycle. The position works closely with Service, Technical Support, Marketing, Sales, and other 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. It combines specialized technical expertise with people leadership, training, troubleshooting, service operations, and business planning. Travel is required as needed.
Requirements
- Bachelor's degree in Chemistry, Biochemistry, Biotechnology, Biology, Engineering, or a related scientific or technical discipline.
- At least five years of instrument repair experience.
- At least three years of experience supervising technical personnel.
- Strong technical knowledge of mass spectrometry, protein analysis instrumentation, or comparable analytical technologies used in biotechnology and life sciences laboratories.
- Demonstrated ability to troubleshoot, repair, maintain, and support installation of analytical instrumentation.
- Experience training, mentoring, and developing technical personnel.
- Strong leadership, organizational, administrative, and customer service skills.
- Strong written and verbal communication skills, including the ability to provide clear technical guidance to customers and Shimadzu personnel.
- Ability to develop and manage business plans, revenue goals, expense budgets, staffing requirements, and service resources.
- Ability to travel as needed to support customer and company requirements.
Nice To Haves
- Experience with service business processes, parts inventory management, and product lifecycle management.
- Working knowledge of Dynamics 365 Field Service.
Responsibilities
- Provide technical leadership and guidance for 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 service personnel's technical skills, identify training and development needs, and assist with training and performance evaluations.
- Provide customers and Shimadzu personnel with technical support, documentation, and guidance for instrument repairs, maintenance, and installations.
- Ensure repairs, product failures, and related service activities are accurately documented and reported; 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 prepare service requirements, including parts registration, IQ/OQ documentation, and service agreement pricing.
- Monitor parts inventory levels and recommend stocking strategies that support service effectiveness and customer needs.
- Ensure assigned personnel 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
- 10 paid vacation days during the first year.
- 8 paid personal days during the first year (California and Puerto Rico residents receive state-mandated sick leave instead of personal days).
- 8 paid scheduled holidays during the first year.
- 3 paid floating holidays during the first year.
- Company-paid short-term disability premiums after one year of employment.
- Matching 401(k) and profit-sharing program.
- Flexible spending and health savings accounts.
- Tuition assistance for graduate and undergraduate education.
- Pet insurance and optional identity theft, prepaid legal, and critical care buy-up insurance.
- Company-paid life insurance.
- Incentive plan based on company and service performance, paid semi-annually.
- Potential year-end discretionary bonus based on overall company performance.
- Career, leadership, and personal development pathways.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
