Service Supervisor – Life Sciences & Diagnostics

Work Schedule: Standard (Mon-Fri)

Work Environment: Hybrid with Field Travel Required.

Office Location: Boston, MA

 We are currently seeking a highly qualified and experienced Service Supervisor to lead our U.S.after-sales service. This is a key role to ensure exceptional service delivery and customer satisfaction across our product lines in the U.S. market. You will have the opportunity to lead a dynamic team, drive operational efficiency, and contribute to our vision of becoming a leader in life sciences and diagnostics through outstanding customer support.

Key Responsibilities

After-Sales Service Management

• Oversee and manage all after-sales service operations, including instrument maintenance, repair, and technical support to ensure customer satisfaction and operational excellence.
• Implement and monitor maintenance schedules for instruments, ensuring optimal performance and longevity of all products under service contracts.
• Develop, promote, and sell service contracts, warranties, and insurance plans to generate additional revenue and provide value to customers.
• Ensure timely and high-quality service delivery, driving customer satisfaction and retention.
• Serve as the primary point of contact for resolving technical issues and customer queries.

Team Leadership & Development

• Lead, train, and motivate a team of service technicians, providing ongoing technical and customer service training to ensure exceptional support.
• Foster a collaborative environment that encourages skill development and continuous improvement within the team.
• Assign service tasks, manage performance, and provide regular feedback to team members.

Collaboration & Process Improvement

• Work closely with sales, marketing, and product teams to align service offerings with business goals, ensuring a seamless experience for customers.
• Maintain accurate records of all service activities, customer interactions, and contract management.
• Identify opportunities for process improvements in after-sales operations, implement solutions, and enhance service efficiency.
• Stay informed on the latest product developments and industry trends, ensuring that service offerings remain competitive and cutting-edge.

Qualifications & Skills

• Bachelor’s degree in Biomedical Engineering, Life Sciences, or a related field.
• A minimum of 3 years of experience in after-sales service, preferably in the life sciences, medical devices, or related industries.
• Proven experience in managing service contracts and warranty sales, with a focus on building customer relationships.
• Strong organizational and leadership skills, with a track record of managing teams and driving results.
• Excellent communication and interpersonal skills with bilingual proficiency in English and Chinese preferred.
• Familiarity with life science instruments, such as Real-Time PCR systems, NGS library prep systems, and other laboratory equipment.
• Strong customer service orientation and adept problem-solving skills.

 Compensation & Benefits

• Competitive salary based on experience.
• Comprehensive health insurance, retirement plans, and other benefits.
• Career growth opportunities in a fast-growing organization with a global impact.