Manager, Field Service, SLS, India

Bruker is enabling scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Bruker’s high-performance scientific instruments and high-value analytical and diagnostic solutions enable scientists to explore life and materials at molecular, cellular and microscopic levels. In close cooperation with our customers, Bruker is enabling innovation, improved productivity and customer success in life science molecular research, in applied and pharma applications, in microscopy and nanoanalysis, and in industrial applications, as well as in cell biology, preclinical imaging, clinical phenomics and proteomics research and clinical microbiology.

Today, worldwide more than +11000 employees are working on this permanent challenge at over 90 locations on all continents. Bruker continues to build upon its extensive range of products and solutions, its broad base of installed systems and a strong reputation among its customers. Being one of the world's leading analytical instrumentation companies, Bruker is strongly committed to further fully meet its customers’ needs as well as to continue to develop state-of-the-art technologies and innovative solutions for today's analytical questions.

Bruker India is looking for Manager Field Service, SLS, India to be based in based in Mumbai, India.

Roles & Responsibilities:

• Provide and achieve targets and goals to develop and grow the Service Business unit to maximize volume and profitability.
• Lead the assigned service operations team to successfully meeting their objectives, providing growth plan and guidance.
• Aid instrument sales by maintaining and developing effective, working customer relationships via valued service products.
• Observing competitive and market trends.
• Oral and written negiotiations with customers, suppliers, partner companies and internal departments.
• Ensure customer loyalty and satisfaction throughout any interaction with Bruker local operation
• Ensure fulfilment of business plans for service (PnL) as well as for instrument installation for the entire BBIO portfolio in the area of responsibility.
• Lead the assigned service operations team.
• Coordinate problem resolution with other departments including engineering, customer service, sales and applications to expedite repairs.
• Review performance reports and documentation from customers and field representatives, inspect malfunctioning or damaged product to determine nature and scope of problem.
• Analyze review and inspection findings to determine source of problem, and recommend repair, replacement, or other corrective action.
• Serve as a communication link between the customer and the company to ensure effective service is provided to the customer.
• Monitoring the expense budget (salaries, expenses, rents, tools, etc.).
• Promote and sell the Labscape products (Service Agreements, on-site on-demand and Enhance your lab) as offered by Bruker BioSpin to all existing and new customers.
• Evaluate needs and negotiate contracts directly with key accounts or indirectly with 3rd Party Service Providers subject to chart of authority.
• Develop existing and build new customer relationships ensuring Bruker is seen as a long-term business partner.
• Develop proposals for sales campaigns for specific service products and markets/customers and align campaigns with the Global Market Product Manager for Services & Lifecycle Support before execution.
• Monitor changes or developments within the industry and report to management.
• Documentation of activities in our CRM program (Salesforce.com).
• Support Mentoring program for colleagues.
• Be responsible for the maintenance and delivery of the Service Contract obligations as well as growth of the business for all product groups in BBIO
• Deploy global strategy into the regions of responsibility
• Control and mandate adequate training level of the service team and monitor training certificate validation.
• Establish local escalation process and act as interface to global 2^nd level support as well as to the management (RSLS)
• Manage and provide all required contract documentation, both externally for the customer and internally for the company.
• Monitor resource workload and efficiency. Build up regular reporting and control of appointment scheduling
• Focusses on leveraging the E-Store sales and its product range.
• Work closely with the relevant product manager to leverage further growth potentials and identify wins.
• Other duties as assigned that are broadly in line with the above and key objectives.

• MS. or B.S. level chemist, biochemist, physicist or engineer with NMR work experience.
• Demonstrated familiarity with a variety of NMR experiments and laboratory experience.
• Proven experience and ability with spectrometer hardware and troubleshooting hardware problems.
• Previously managing service or instrumentation within science or engineering discipline
• A very high degree of understanding business processes and ability to discuss and persuade at all levels of an organization
• Current valid driving license
• No visa disqualification from the USA or EU.
• Valid passport and able to travel extensively both domestic and international travel.
• Hands-on knowledge and experience of promoting and selling after-sales support.
• Computer literacy for document, presentation preparation and report writing
• Excellent interpersonal communication (both written and oral) skills in local language and English
• Proven negotiating skills.
• Exceptional analytical and problem solving skills.
• Ability to deal with people at all levels.
• High level of management skills and experience