Manager, Service Solutions (Northeast Region)

About the opportunity

The Service Solutions Manager reports to the Head of Service Solutions, North America and is responsible for leading a regional team of QIAGEN Field Service Specialists supporting customers in the northeastern United States, a region representing approximately 15% of North America service revenue.

This role is accountable for high-quality service delivery, customer satisfaction, regional P&L performance, service revenue contribution, cost control, effective resource utilization, and consistent execution of field service objectives. The Service Solutions Manager owns regional financial performance for service revenue, overtime, travel, parts usage, inventory, tools, and other controllable operating expenses, while working within budget targets established by North America Service leadership.

The Service Solutions Manager provides day-to-day leadership, coaching, and performance management for the field service team while partnering closely with Sales, Service Contract Sales, Service Dispatch, Technical Support, Operations, North America Service leadership, and global service teams. Although this role has direct responsibility for the northeastern United States, the Service Solutions Manager is expected to contribute as an active member of the broader North America Service leadership team, supporting cross-regional collaboration, shared problem-solving, and alignment on customer experience, revenue performance, cost management, KPIs, and operational improvement.

This role also provides opportunities to collaborate with global service teams and leadership, contributing regional field insight to broader service initiatives while gaining exposure to different markets, cultures, operating models, and best practices across QIAGEN's global service organization.

Key Responsibilities

• Lead, coach, and manage a team of Field Service Specialists, including hiring, onboarding, training, performance management, and employee development.
• Own regional P&L performance, including service revenue, overtime, travel, parts usage, inventory, tools, and other controllable operating expenses; monitor performance against budget expectations and take action to improve revenue contribution, cost efficiency, productivity, and operational execution.
• Oversee field service execution for installation, maintenance, repair, and planned service activities to support equipment uptime, customer satisfaction, contractual commitments, response targets, utilization goals, and business needs.
• Partner with Service Dispatch and Service Contract Sales to align field resources, support service contract renewals, warranty conversions, customer retention, and other service revenue opportunities.
• Serve as an active member of the North America Service leadership team, contributing to shared priorities, cross-regional issue resolution, operational improvement, and alignment on customer experience, revenue, cost, and KPI performance.
• Partner with global service teams and leadership to share regional field insights, support broader service initiatives, and help align local execution with global service priorities and best practices.
• Use service data, performance trends, customer feedback, and escalation/root cause analysis to coach the team, improve execution, support business decisions, and drive continuous improvement in quality, safety, compliance, and service performance.

Your profile

• Bachelor's degree in Engineering, Life Sciences, Business, or a related field, or equivalent experience.
• Minimum of 5 years of experience in field service, technical support, service operations, or a related technical customer-facing function.
• Prior people management, team leadership, or field leadership experience strongly preferred.
• Experience managing revenue performance, operating expenses, budget targets, cost-efficiency initiatives, and other P&L-related responsibilities is highly preferred.
• Experience supporting digital transformation, automation, analytics, or artificial intelligence initiatives within a service environment is highly desirable.
• Experience working in a customer-facing, service-oriented environment with responsibility for issue resolution, escalation management, and customer satisfaction.
• Experience using CRM systems, field service management tools, and reporting platforms is preferred; Salesforce experience and experience in life sciences, diagnostics, laboratory instrumentation, medical devices, or a related regulated technical environment are preferred.

Key Skills & Competencies

• Strong leadership, coaching, and team development capabilities.
• Ability to manage field-based teams and drive accountability across a geographically dispersed organization.
• Strong financial and business acumen, including the ability to manage revenue, cost, productivity, and operational performance drivers.
• Enterprise mindset with the ability to balance regional ownership with broader North America service priorities.
• Ability to collaborate across regions, functions, cultures, and leadership levels, including influencing without direct authority to resolve complex business and customer challenges.
• Strong customer focus with excellent communication, follow-up, escalation management, cultural awareness, and adaptability when working with global service teams and international stakeholders.
• Data-driven problem-solving, judgment, operational planning, resource optimization, and decision-making skills in a fast-paced service environment.

Key Performance Indicators

• North America service revenue contribution and regional P&L performance for the northeastern region, including revenue, overtime, travel, parts usage, inventory, tools, and controllable operating expenses.
• Customer satisfaction, customer retention, escalation resolution, and customer survey follow-up.
• Service contract performance, renewal support, warranty conversion contribution, and collaboration with commercial teams.
• Service response and resolution performance, including planned maintenance completion and adherence.
• First-time fix rate, repeat visit reduction, Field Service Specialist productivity, and utilization.
• Service documentation accuracy, compliance, quality, safety, and adherence to standard operating procedures.
• Operational efficiency, continuous improvement, contribution to cross-regional initiatives, shared North America service priorities, and global service alignment efforts.

Work Environment

• Field-based leadership role with regular travel within the northeastern United States.
• Strong preference for candidates located within 1-2 hours of either New York City or Boston; candidates within reasonable travel distance of these markets may also be considered.
• May require availability outside standard business hours to support critical customer needs, escalations, or business continuity requirements.
• International travel may be required occasionally.

The estimated base salary range for this position is $80,000 - $105,000. Compensation will be based on the candidate's experience, skills, geographic location, and other job-related factors. In addition to base salary, we offer a total compensation package that includes a bonus plan and generous benefits.