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The Senior Service Sales Specialist for Instrumentation in Biopharma will play a critical role in maximizing the value of our extensive installed base. This position focuses on uncovering and identifying instruments currently in use at customer sites that are not fully captured in our records. The individual will work closely with our established sales team to strengthen customer relationships and expand service opportunities.
This role requires proactive engagement with customers through on-site visits, making travel a significant component of the job. By mapping and documenting instruments, the Senior Service Sales Specialist will help ensure comprehensive coverage for service contracts, preventative maintenance, and qualification services. This position combines investigative fieldwork with consultative selling, aiming to enhance customer satisfaction while driving revenue growth through service offerings.
This role is expected to model our Leadership Behaviors-Integrity & Compliance, Customer Focus, Collaboration, Courage, Team Empowerment, and Accountability & Results-in all aspects of work.

Responsibilities

• Manage and grow a portfolio of assigned service accounts, serving as a strategic advisor and primary point of contact to ensure customer satisfaction, retention, and revenue growth.
• Lead complex pricing negotiations, multi-site service agreements, and contract renewals while balancing customer needs, profitability objectives, and company policies.
• Develop and execute regional service sales strategies to increase annual Service Contracts, Preventative Maintenance Agreements, Qualification Services, and other service offerings.
• Build and strengthen executive-level customer relationships, identifying opportunities to expand service partnerships and drive long-term business value.
• Provide mentorship and guidance to less experienced team members, sharing best practices related to customer engagement, sales strategy, and account management.
• Partner with Commercial, Service, Operations, and Leadership teams to identify market trends, improve service offerings, and align business priorities.
• Serve as a subject matter expert on service solutions, consulting with customers to recommend customized programs that support their operational and compliance requirements.
• Maintain accurate sales forecasts, customer activity records, contract documentation, and pipeline management within CRM systems.
• Analyze customer and market data to identify growth opportunities, mitigate risks, and support strategic decision-making.
• Gather customer feedback and market intelligence, communicating insights to leadership and cross-functional teams to support continuous improvement initiatives.
• Travel regularly to customer locations to build relationships, support business development efforts, conduct contract reviews, and ensure service excellence.
• Travel during the first 12 to 18 months will be significant as customer relationships are established and expanded, with travel expected to decrease over time.
• Operate with a high degree of independence, exercising sound business judgment and driving strategic decisions to achieve territory and organizational goals.
• Consistently achieve or exceed service sales targets, growth objectives, and customer retention metrics.

Qualifications

• Bachelor's degree in Business, Life Sciences, Engineering, or a related field required; advanced degree preferred.
• Minimum of 5 years of experience in service sales, account management, customer success, technical sales, or a related commercial function.
• Demonstrated success managing complex customer accounts, negotiating contracts, and achieving revenue growth objectives.
• Experience developing strategic customer relationships with multiple stakeholders, including decision-makers and senior leadership.
• Laboratory, scientific, pharmaceutical, biotechnology, healthcare, or regulated industry experience strongly preferred.
• Proven track record of selling service agreements, maintenance contracts, technical services, or related solutions.
• Strong consultative selling, negotiation, and business development skills with the ability to uncover and close growth opportunities.
• Experience leveraging CRM platforms such as Salesforce to manage pipelines, forecasts, customer activity, and business performance.
• Ability to analyze data, identify trends, and develop actionable business strategies.
• Strong executive presence and excellent communication skills across phone, video, and in-person customer interactions.
• Demonstrated ability to influence cross-functional teams and collaborate effectively across Sales, Service, Operations, and Leadership functions.
• Exceptional organizational, project management, and prioritization skills in a fast-paced environment.
• Ability to maintain professionalism, composure, and customer focus while managing competing priorities and complex customer situations.
• Strong service marketing and customer engagement skills with a focus on delivering value-driven solutions.
• Willingness and ability to travel extensively within the assigned region during the first 12 to 18 months to establish customer relationships and support business growth.
• Proven ability to work independently with minimal supervision while driving strategic business outcomes.

Preferred Senior-Level Characteristics

• Experience leading large territories, key accounts, or strategic customer programs.
• Experience mentoring junior sales professionals or leading cross-functional initiatives.
• Demonstrated ability to influence business strategy and contribute to organizational growth initiatives.
• Consistent history of exceeding sales quotas, retention goals, and customer satisfaction metrics.

The employee in this role should have some or all of the following characteristics: communication and writing skills; comprehension and summarizing skills; detail-oriented computer skills: Word, Excel, PowerPoint, Web search. Project planning and basic data analysis is preferred.

Additional competences required: professional, troubleshooting, analytical, process comprehensive, customer-oriented, multitasking, meticulous, thorough, organized, neat, methodic, teamwork-oriented, cooperative.