Service Product Manager - Biotech (MALDI-TOF & PPSQ)

Service Product Manager - Biotech (MALDI-TOF & PPSQ)

Location: Columbia, MD

Salary: $129,000 - $132,000 per year

Position 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 FUNCTIONS INCLUDE, BUT ARE NOT LIMITED TO:

• 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.

EDUCATION AND QUALIFICATIONS:

• A bachelor's degree in Chemistry, Biochemistry, Biotechnology, Biology, Engineering, or a related scientific or technical discipline.
• A minimum of five years of instrument repair experience is required.
• A minimum of three years of experience supervising technical personnel is required.
• 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 is required.
• Experience training, mentoring, and developing technical personnel is required.
• Strong leadership, organizational, administrative, and customer service skills are required.
• Strong written and verbal communication skills, with the ability to provide clear technical guidance to customers and Shimadzu personnel, are required.
• Experience with service business processes, parts inventory management, and product lifecycle management is preferred.
• Working knowledge of Dynamics 365 Field Service is preferred.
• Ability to develop and manage business plans, revenue goals, expense budgets, staffing requirements, and service resources is required.
• Ability to travel as needed to support customer and company requirements is required.

At Shimadzu Scientific Instruments, we believe in providing structured career paths that recognize and reward talent. If your expertise surpasses the level specified in the listed position, we offer the flexibility to upgrade positions to better suit your qualifications accompanied by a salary adjustment.

Compensation & Benefits:

This full-time, exempt position comes with a comprehensive benefits package. In your first year, you will receive 10 paid vacation days, 8 paid personal days, 8 paid scheduled holidays and 3 paid floating holidays (Residents of California and Puerto Rico will receive state-mandated sick leave instead of personal days). After one year of employment, you will also be eligible for a generous short-term disability program with the company covering 100% of monthly premiums.

The starting salary range for this role is $129,000 to $132,000 annually, paid semi-monthly. Additional variable compensation includes an incentive plan based on company and service performance, paid semi-annually in April and October. A year-end discretionary bonus may also be awarded based on overall company performance.

For more details on benefits, please visit www.ssi.shimadzu.com/jobs.

Important Notices:

Recruitment Fraud Awareness:

Please note that Shimadzu Scientific Instruments does not recruit, interview, or extend job offers through WhatsApp. Any communication claiming to represent Shimadzu for recruitment purposes via WhatsApp should be treated as fraudulent. Our recruiters use official Shimadzu email addresses and have workplace verified LinkedIn profiles using their company email addresses. We encourage candidates to confirm recruiter identities and verify job opportunities through our official careers website before sharing personal information.

Third-Party Recruiting Agencies:

Shimadzu is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Shimadzu via email, the Internet or in any form and/or method without a valid written search agreement in place for this position (and agency was requested to work the requisition) will be deemed the sole property of Shimadzu. No fee will be paid to a search firm in the event the candidate is hired by Shimadzu as a result of the unsolicited referral or through other means.