Service Product Manager - Biotech (MALDI-TOF & PPSQ)
Shimadzu Scientific Instruments
Summary
Shimadzu Scientific Instruments is seeking a Service Product Manager to join our team! In this role, you will provide technical and operational leadership for the service, repair, maintenance, installation, and support of MALDI-TOF mass spectrometry, PPSQ protein sequencers, and related biotechnology instrumentation. You will lead and support assigned service personnel while ensuring customers receive consistent, high-quality technical service throughout the product lifecycle. You will work closely with Service, Technical Support, Marketing, Sales, and other Shimadzu teams to support field personnel, strengthen service processes, prepare for new product introductions, manage service-related business activities, and address technical issues affecting customers and employees. This role combines specialized technical expertise with people leadership, training, troubleshooting, service operations, and business planning.
Job description
Job Functions
- Provide technical leadership and guidance for the repair, maintenance, troubleshooting, and installation of assigned Shimadzu products.
- Lead, mentor, and support assigned service personnel to promote high-quality service delivery, technical excellence, and a strong customer experience.
- Evaluate the technical skills of service personnel, identify training and development needs, and assist with employee training and performance evaluations.
- Provide customers and Shimadzu personnel with the technical support, documentation, and guidance needed to complete instrument repairs, maintenance, and installations.
- Ensure repairs, product failures, and related service activities are accurately documented and reported, and recommend product or process improvements when appropriate.
- Manage applicable Dynamics 365 Field Service functions, including service types and service agreement pricing for assigned products.
- Partner with Marketing on new product introductions to ensure service requirements, including parts registration, IQ/OQ documentation, and service agreement pricing, are prepared for product launch.
- Monitor parts inventory levels and recommend stocking strategies that support effective product service and customer needs.
- Ensure assigned personnel properly use work order tracking and dispatch systems in accordance with established procedures.
- Develop and implement departmental business plans, including revenue goals, expense budgets, staffing needs, and resource requirements.
- Support timely and accurate completion of required reports, documentation, and administrative activities.
- Collaborate with Service, Technical Support, Sales, Marketing, and other internal teams to address customer, product, and service-related needs.
- Travel as needed to support customers, field personnel, and company requirements.
Requirements
- Bachelor's degree in Chemistry, Biochemistry, Biotechnology, Biology, Engineering, or a related scientific or technical discipline.
- Minimum of five years of instrument repair experience.
- Minimum of three years of experience supervising technical personnel.
- Strong technical knowledge of mass spectrometry, protein analysis instrumentation, or comparable analytical technologies used in biotechnology and life sciences laboratories.
- Demonstrated ability to troubleshoot, repair, maintain, and support the installation of analytical instrumentation.
- Experience training, mentoring, and developing technical personnel.
- Strong leadership, organizational, administrative, and customer service skills.
- Strong written and verbal communication skills, with the ability to provide clear technical guidance to customers and Shimadzu personnel.
- Ability to develop and manage business plans, revenue goals, expense budgets, staffing requirements, and service resources.
- Ability to travel as needed to support customer and company requirements.
- Experience with service business processes, parts inventory management, and product lifecycle management is preferred.
- Working knowledge of Dynamics 365 Field Service is preferred.
Benefits
- 401(k) Matching
- Profit-Sharing Program
- Health Insurance
- Flexible Spending Account
- Health Savings Account
- Paid Time Off
- Tuition Assistance
- Pet Insurance
- Identity Theft Protection
- Legal Insurance
- Life Insurance
- Short-term Disability
Company overview
Shimadzu Scientific Instruments (SSI) is the American subsidiary of Shimadzu Corporation, a global leader in analytical instrumentation based in Kyoto, Japan. Established in 1975 and headquartered in Columbia, Maryland, SSI serves as the primary distribution and manufacturing arm for Shimadzu's scientific instruments across the Americas. The company specializes in developing and supplying advanced analytical equipment including HPLC/UHPLC systems, GC-MS/MS, LC-MS/MS, UV-Vis-NIR spectrophotometers, FTIR spectrometers, ICP-MS, MALDI-TOF mass spectrometers, and various materials testing systems. With a network of ten regional offices across the United States, SSI provides comprehensive technical support, customer training, and application development services. The company operates a state-of-the-art Customer Training and Education Center, a Solution Center for collaborative research, and an Innovation Center focused on developing customized hardware and software solutions. SSI serves diverse sectors including pharmaceuticals, biotechnology, environmental testing, food safety, academic research, and government laboratories, maintaining strong partnerships with leading institutions through its SPARQ (Shimadzu Partnership for Academics, Research, and Quality of Life) program.