Service Operations Manager

Job Description

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At SCIEX, one of Danahers 15 operating companies, our work saves livesand were all united by a shared commitment to innovate for tangible impact.

Youll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danahers system of continuous improvement, you help turn ideas into impact innovating at the speed of life.

As part of SCIEX, you will help to influence life changing research and outcomes, while accelerating your potential. For more than 50 years, we have been empowering our customers to solve the most impactful analytical challenges in quantitation and characterization through ground-breaking innovation and outstanding reliability and support. You will be part of a winning team, enabled by DBS, that is passionate about helping life science experts around the world get to answers they can trust.

Learn about the Danaher Business System which makes everything possible.

The Service Operations Manager is responsible for ensuring high-quality service support, operational efficiency, and customer satisfaction. Key responsibilities typically include:

This position reports to the Service Director and is part of the Service Department located in MUMBAI and will be an on-site role.

In This Role, You Will Have The Opportunity To

• Lead and manage the service operations team to ensure efficient and high-quality support to the Field service team, including Call Management, Remote Support, Parts management, Process implementation and administrative functions.
• Develop and implement robust end-to-end processes that enhance efficiency, reduce downtime, and maximize system availability for customers.
• Manage service delivery for Authorized Service Partners for installations, preventative maintenance, break/fix activities, and performing regular Audits for ASP.
• Manage reporting and metrics related to service operations and Field Service performance from the SFDC platform to provide actionable insights to senior management.
• Coordinate with cross-functional teams such as sales, service, and after market to ensure seamless service operations and customer satisfaction. Also work with the Supply chain team to oversee inventory control and vendor management related to service parts and logistics.
• Collaborate with regional and global teams to implement best practices, drive service innovation, and ensure consistent support standards across markets.
• Develop and maintain strong customer relationships, acting as an escalation point for complex service issues, and ensuring rapid resolution of customer concerns.
• Ensure compliance with company policies, safety standards, and regulatory requirements relevant to service operations.
  
  

Required Skills and Qualifications:

• B.Tech / M.Tech, preferably with MBA with at least 10 years of successful field service operations experience.
• Background or understanding of technical service environments, preferably in life sciences, diagnostics, or analytical instrumentation sectors.
• Strong leadership and team management experience in back office or service operations.
• Proficiency with data management, reporting tools, and enterprise software (e.g. SAP, Oracle, SFDC, ERP systems).
• Ability to coordinate multiple projects and meet deadlines in a fast-paced environment.
• Strong communication and interpersonal skills to liaise effectively with internal teams and customers.
  
  

SCIEX, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether its a health care program or paid time off, our programs contribute to life beyond the job.

Join our winning team today. Together, well accelerate the real-life impact of tomorrows science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.