Manager of Service BPS China
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Job Summary
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:
- Bachelors 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.
Experience:
Manager
About Company
Sartorius offers solutions for the biopharmaceutical industry and laboratories, from drug discovery and development to production platforms for biomanufacturing.
