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
