Regional Service Manager

Bruker Daltonics is seeking a highly motivated Regional Service Manager to lead field service operations across the Northeast Region of the United States. This role is responsible for the overall leadership, direction, and performance of a team of Team Leads and Field Service Engineers within the assigned territory, ensuring the consistent delivery of high-quality service and exceptional customer outcomes.

The Regional Service Manager will play a critical role in driving operational excellence, optimizing resource utilization, and supporting regional business growth through strong cross-functional collaboration and strategic execution. The ideal candidate will bring a proven track record of leadership, strong business acumen, and the ability to think critically and make data-driven decisions in a dynamic, customer-focused environment.

Responsibilities

• Lead and develop a high-performing regional team of Team Leads and Field Service Engineers, including full ownership of recruitment, onboarding, coaching, performance management, and expense oversight to ensure operational excellence and employee engagement.
• Drive regional service execution by strategically planning, prioritizing, and assigning field activities aligned with customer demand, service commitments, and business objectives.
• Design regional coverage strategy to maximize resource output and utilization across the CALID product portfolio.
• Oversee service operations and scheduling in partnership with the PM Planner/Coordinator and National Operations Manager, ensuring effective coordination of preventative maintenance and repair activities.
• Own and lead escalation management, partnering with Technical Support and the Customer Assistance Team (CAT) to resolve complex issues quickly, minimize downtime, and protect customer relationships.
• Champion a customer-first service culture, promoting proactive service delivery, continuous improvement, and strong customer engagement to enhance satisfaction, retention, and overall success.
• Collaborate cross-functionally with Regional Sales leadership to identify growth opportunities, support commercial initiatives, and align service delivery with broader business strategies, including close partnership with Pharma/BioPharma teams to prioritize critical service needs.
• Partner with Aftermarket Sales to drive revenue growth, expanding service contract penetration, identifying upsell opportunities, and supporting long-term customer lifecycle management within the region.
• Ensure operational rigor within Salesforce case management, including timely review, approval, and closure of service cases, accurate documentation, and coordination of invoicing and installation acceptance reporting.
• Monitor, analyze, and influence key performance indicators (KPIs), leveraging data-driven insights to improve service efficiency, customer outcomes, and team performance.
• Optimize resource allocation and capacity planning based on performance metrics, regional demand, and growth projections, ensuring scalability and alignment with evolving business needs.

Qualifications

• Bachelor's degree in Life Sciences, Engineering, or Business
• Several years of field service experience for high-performance analytical instrumentation in academic and industrial labs based on MS technologies.
• Minimum 7 years of service management experience with an understanding of service processes and procedures.
• Advanced technical expertise on Bruker systems or similar products.
• Excellent communications skills needed to work with a wide variety of knowledge levels with customers of differing backgrounds and markets.
• Excellent organizational skills with the ability to manage multiple priorities.
• Professional communication skills with the ability to communicate with all levels of an organization.
• Strong customer service skills and ability to interact with leaders at various levels and within various industries.
• Ability to understand and navigate business needs within designated territory.
• Must thrive in a team environment with a strong code of personal ethics, leadership, and problem-solving skills.
• Ability and willingness to travel as required.
• Proficiency in Salesforce CRM, including its reporting function.
• Proficiency in Microsoft Office and SFDC.

At Bruker, the base salary is part of our total compensation. The estimated base salary range for this full-time position is between $108,000.00 and $173,000.00 and provides an opportunity to progress as you grow and develop within a role. The base salary for the role will depend on several job-related factors, including, but not limited to, education, training, experience, the geographic location of the successful candidate, skills, competencies, job-related knowledge, and travel requirements for this position. Full-time employees may also be eligible for a performance-related incentive in addition to a full range of benefits, including 401(k) with company match, an employee stock purchase plan, medical and dental plans, life insurance, short-term and long-term disability insurance, employee assistance program and paid time off including vacation, sick time and holidays, and more.

#LI-Remote

#LI-MG1