Manager, Global Instrument Service

Job Description

JOB OBJECTIVE: Responsible for leading the Global Instrument Service teams across North America, EMEA, and Pac Asia, ensuring alignment of service strategy, instrument support goals, and team development initiatives. This role oversees the creation and global deployment of service documentation, processes, training, and tools that support Promega's instrument portfolio.

OUR TEAM: The Global Instrument Service team is composed of service engineers, product specialists, and training experts. We deliver high-quality lifecycle support and personalized workflow solutions to scientists around the world. Our team supports distributors, authorized service providers, and branch-specific service engineers through certification programs and comprehensive technical support.

YOUR ROLE: Promega is a global organization with 16 branches and numerous distributors providing products to over 100 countries. The Instrument Service Team is part of the Global Service and Support Organization, consisting of Technical Service, Scientific Applications, Field Application and Support Scientists, and Technical & Sales Development Training experts around the globe.

Promega has been selling and supporting instruments for over 15 years, primarily through service depots around the world. In 2017, we launched our first instrument that required field-based support, prompting an ongoing evolution of our global service capabilities.

Have you worked for an instrumentation company delivering field-based service and support internationally? Have you led and developed the careers of experienced engineers, trainers, and product support professionals? Are you ready to live in Madison, WI, frequently ranked as one of the best places to live in the U.S.? If so, this role may be the right fit for you.

You will lead a team of approximately 20 experienced professionals who provide global support across a range of instruments. You will also be responsible for training and supporting more than 100 engineers worldwide.

CORE DUTIES:

1. Develop and lead the strategy to ensure global alignment of the instrument services, support and services goals, and team development opportunities.

2. Establish an innovative, value-based, global service roadmap for Promega instrumentation, e.g. Maxwell, GloMax, Maxprep, and Spectrum instruments.

3. Responsible for global resourcing of instrument service team members that report into Global Service and Support (GSS), taking into consideration instrument service team members who report directly to our branches, distributors, and authorized service teams.

4. Assign, set expectations, and support instrument service engineers that are part of new product development activities.

5. Drive implementation and improvements to systems that support GSS, such as ERP, CRM, Learning Management, and Field Service systems.

6. Champion and execute instrument service and support practices that support organizational goals and initiatives.

7. Conduct voice-of-customer. Collaborate with commercial teams to evaluate strategic pricing and profit analysis to drive desired service portfolio mix and growth targets and perform regular competitor analysis and service program evaluations. Provide guidance and recommendations to ensure customer needs and sales objectives are being met.

8. Manage the growth and development of the instrument service and support team through coaching, feedback, and holding them accountable to high performance.

9. Provide key input and expertise to commercial team in service value proposition refinement and go-to-market strategies to ensure adoption globally. Build strong and collaborative relationships through effective communication with global cross-functional teams, including General Managers from all branches, and stakeholders within the global commercial teams to provide high quality instrument service and support to our customers.

10. Establish and support strong distributor relationships for instrument service, such as maintaining and improving training strategies for instrument service engineers.

11. Collaborate closely with other leaders in Global Service and Support who lead Scientific Applications (SA), North America Technical Service Support (TSS), Field Applications Scientists (FAS), Field Support Scientists (FSS), and Scientific and Sales Development training teams to ensure that the GSS organization presents a unified strategy to the rest of the organization.

12. Demonstrate inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity, and respect for others.

13. Embrace and be open to incorporating Promega's 6 Emotional & Social Intelligence (ESI) core principles in daily work.

14. Understand and complies with ethical, legal, and regulatory requirements applicable to our business.

KEY QUALIFICATIONS:

1. Minimum 10 years instrument service or field instrument service experience.

2. Minimum of 5 years managing an instrument or customer service program within a scientific, medical, or technology-based organization.

3. Experience training service engineers from diverse cultural backgrounds.

4. Excellent verbal and written communication skills. Ability to communicate with customers and staff via telephone, email, messaging, and in person. Fluent in English. Comfortable with giving presentations and speaking in front of audiences with the ability to think quickly to effectively address questions.

5. Imaginative, inclusive leader that inspires and challenges teams to exceed performance goals.

6. Effective communication, project management, and decision-making skills.

7. Experience working with global development teams.

PREFERRED QUALIFICATIONS:

1. Prior experience in managing and launching service and support products on instruments with integrated software platforms.

2. Clinical or life science laboratory or research background.

3. Knowledgeable in Windows operating systems and designing system architecture.

4. Experience managing a global service team.

PHYSICAL DEMANDS:

1. Ability to use computer programs (Microsoft Office Suite), office tools, equipment.

2. Ability to travel domestically and internationally 25% of the time.

At Promega, we are committed to building a diverse workforce that reflects the communities we serve and creating a culture where everyone belongs. As an Equal Opportunity Employer, we welcome and encourage applications from all backgrounds, ensuring that employment decisions are made fairly and equitably.