Service Manager - India

About Us:

Biotage is a global life science company headquartered in Uppsala, Sweden, with offices in the US, UK, Europe, China, South Korea, Japan, and India. Biotage supports the work that drives progress in life science and improves human health, serving customers across drug discovery and development, analytical testing, and water and environmental testing.

The Opportunity:

We have an exciting opportunity for a Service Manager to lead and manage the service business organisation for Biotage India.

This is a high-impact leadership role with the opportunity to shape a growing service business in one of the world's fastest-growing life science markets. You'll work across Biotage's innovative instrumentation portfolio, collaborate with global colleagues and technical teams, and support customers across the pharmaceutical, biotech, academic, clinical, food safety, and environmental sectors. As Biotage continues to expand its presence in India, this role offers excellent visibility, career development, and the opportunity to make a meaningful contribution to scientific progress.

This role combines technical expertise in life science instrumentation, commercial acumen, and strong people leadership to drive customer satisfaction, service revenue growth, and operational excellence across India.

Key Responsibilities:

• Manage and optimise the deployment of service executives across India to ensure efficient, high-quality service delivery.

• Improve service processes to enhance response times and high-quality delivery for Biotage instruments across the full portfolio.

• Develop contingency plans to address operational challenges and minimise customer downtime.

• Enhance the post-installation customer experience to drive repeat business and service contract renewals.

• Build and maintain strong relationships with pharmaceutical, biotech, CRO/CMO, academic, and government laboratory customers, while effectively managing escalations and resolving customer issues.

• Forecast and drive quarterly service bookings and revenue targets across AMCs, spare parts, qualifications, upgrades, and other aftermarket services.

• Identify and grow aftermarket opportunities across Biotage's installed base, providing value-based solutions and leading commercial negotiations for service contracts and renewals.

• Partner with Biotage global factories and cross-functional teams in India to ensure seamless installation, technical support, and an excellent customer experience.

• Manage spare parts inventory, improve DSO, DOS, and accounts receivable collections, and deliver profitable service operations in line with India service P&L targets.

• Lead, coach, and develop service managers and field service engineers, identifying capability gaps and driving continuous development aligned with Biotage India's service excellence standards.

Qualifications and Experience:

• Bachelor's degree in Instrumentation, Electronics, or Electrical Engineering (required). An MBA is a strong advantage for this commercially focused leadership role.

• 7–10 years' experience in field service or service business management, with 3–4 years leading field service engineers and/or service managers.

• Hands-on experience servicing precision scientific instruments; experience with life science, analytical, or laboratory equipment is preferred.

• Demonstrated success in driving service revenue, contract renewals, aftermarket growth, and delivering commercial targets through effective forecasting and profitability management.

• Strong leadership skills, with experience building, coaching, and developing high-performing service teams.

• Excellent communication and stakeholder management skills, with the ability to influence customers and colleagues at all levels.

• Strategic, customer-focused mindset with strong problem-solving and decision-making skills, and the ability to work effectively across functions in a fast-paced environment.

• Financial acumen, including experience managing P&L, inventory, and collections, is an advantage.

• Experience working with global technical support teams and international manufacturing sites is an advantage.