As Manager of Service for Bioprocess Solutions, you will lead the entire bioprocess technical service organization in alignment with both global and local service strategies and policies. You will own end-to-end delivery of bioprocess solution services, technical support, process troubleshooting, scale-up implementation, customer on-site service and solution lifecycle management.
You are responsible for service strategy, quality, SLA performance, customer satisfaction, team development, compliance and business growth via professional bioprocess solution services.
Main Responsibilities & Tasks:
1. Service Strategy & Bioprocess Solution Management
- Develop and implement the service strategic roadmap for China in line with Global strategy, turning strategic insights into prioritized actions with a focus on execution and people leadership.
- Define and refine the bioprocess solution service portfolio, including standard service packages, workflows, and delivery roadmap.
- Align service strategy with product management, PD, Sales, and FAS; Continuously optimize Service model for competitiveness and profitability.
- Drive repeat business, service renewal and upsell of bioprocess solutions via high-quality professional service, while owning annual service budget and profitability targets.
2. Technical Service Delivery & Sales Partnership
- Lead end-to-end delivery of bioprocess service solutions: upstream/downstream processes, scale-up, tech transfer, process characterization, and implementation.
- Provide technical consulting, process diagnosis, deviation analysis, and on-site service (commissioning, validation, troubleshooting); act as escalation point for critical customer incidents.
- Partner with sales to form service strategies and client relationships, identifying new service business opportunities and developing/promoting solutions across the entire portfolio.
- Build a customer-centirc culture and establish organizational structure to support future growth and customer expansion, including senior-level engagement with key biotech/pharma accounts.
- Ensure key operational service metrics (Response/Repair Time, Customer Experience, Inventory, EH&S), are achieved by delivering first class service.
3. Service Quality, SLA & Compliance
- Oversee full-cycle service delivery, ensure stable achievement of SLA/KPI (response time, resolution rate, first contact resolution, customer satisfaction CSAT, service margin, contract renewal rate).
- Ensure all service activities comply with GMP, GLP, ICH Q8/Q9/Q10, data integrity, and regulatory requirements.
- Manage critical incidents, complex technical complaints, and drive continuous quality improvement through process standardization, documentation, and digitalization initiatives.
4. Team Leadership & Cross-functional Alignment
- Set team OKRs, conduct regular reviews, and continuously upgrade technical capabilities; lead recruitment, performance management, and technical training for the service team (engineers, specialists, technicians).
- Recruit, train and manage technicians as well as third part service partner.
- Collaborate with Sales, FAS, PD, Product, quality and project management teams to resolve complex challenges, and Create alignment and build consensus with peer teams (regional/global service, commercial, regulatory) to ensure seamless execution.
Qualifications & Skills:
- Bachelor's degree or above in Bioengineering, Biochemical Engineering, Biotechnology, or Mechanical Engineering, or a related field, MBA is preferred.
- Min. of 10 years’ experience in service, ideally similar target markets preferred (bioprocess, biopharmaceutical, CDMO, or Bioprocess equipment solutions).
- Min.5 years’ leadership experience, including min.3 years working experience in biopharma.
- Solid project Management, systematic problem-solving ability and Business Process Improvement related skills.
- Fluent English (oral & written) for international customers & technical documents
- Strategic thinking, leadership and team motivation
- Customer-centric & solution-oriented mindset
- Excellent cross-department coordination, high-level communication & negotiation skills
- High compliance awareness, rigorous attitude and pressure resistance
About Sartorius
Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide.
We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment.
Join our global team and become part of the solution. We are looking forward to receiving your application.
www.sartorius.com/careers
