Senior Manager, Global Field Service
Azenta Life Sciences

Senior Manager, Global Service

Reporting to Senior Director, Global Service Leader, Sample Management Solutions

Purpose

Azenta Life Sciences is an industry leader in supplying innovative Cold Chain Storage (Capital Equipment) and Laboratory instruments for the most demanding situations and needs. The Senior Manager, Global Service will be responsible for leading the Global Service team and implementing strategies which build the infrastructure to deliver scalable, world class customer service and profitable P&L through driving services bookings, revenue and utilization.

The role holder will thrive leading multinational organizations and driving customer service at all touch points throughout the world.

Responsibilities

• Working with the Global Service leadership team to identify and drive key initiatives, processes, tools and programs to build our high growth business, both regionally and globally.
• Build, lead and develop a world-class team of Managers, Specialists and Team Leads that live the Company's values.
• Work in partnership across functions to support the life cycle of a product from Sales to Engineering to Product Management.
• Ensure our Global team excels at operation execution and creating trustworthy and successful customers relationships.
• Deliver on Profit and Loss targets.
• Work with Regional Service leaders on headcount management and team structure to implement impactful, scalable solutions.
• Determine service execution strategy by region and product line (Direct / Distributors / Integrators / 3rd Party Service Providers)
• Personally engage with high value customers by providing direct deal support, and formulating strategies to accelerate deal close in the region.
• Prioritize investment of resources and efforts with customer.

• Minimum 8 years' experience in the Services space with an emphasis on Cold Chain Storage (Capital Equipment) and Instruments; including extensive Management / Leadership experience.
• Experience of leading teams and growing an organization and working cross-functionally within a sample storage environment.
• Strong track record of delivery across a broad spectrum of customers, ranging from Mid-Market to Large accounts, including pharma, healthcare and research academies.
• Experience in creating regional service strategies in partnership with external service functions; driving value for customers and delivering results to the business.
• Outstanding communication and engagement skills with the ability to lead teams on a remote basis, support the delivery of functional and strategic projects and enable teams to exceed goals and spend more time with customer.
• Passion for all things Customer-related.
• Travel - 50%