Overview:
To ensure that all of TA Instruments customers experience the best service in the analytical industry. This can be obtained by educating customer on the value and the importance of purchasing a TA Instruments service contract. The service contract includes priority response times, a performance maintenance visit, software updates, and coverage that includes all service parts, labor, and travel if the instrument had to be repaired.
Responsibilities:
* Manage and prioritize complex service opportunities in CRM, including multi‑instrument and multi‑site customers.
* Lead follow‑up actions for high‑value quotes and renewals, ensuring timely closure of opportunities.
* Conduct outbound engagement with key accounts customer and SEA distributors to drive service contract growth.
* Present service plan proposals directly to customers during onsite visits or virtual meetings.
* Support service engineers with technical‑commercial guidance, including pricing discussions and negotiation strategy.
* Review customer Terms & Conditions for service contracts and highlight areas requiring approval.
* Provide service plan guidance and pricing support to SEA distributors, including on‑demand requests.
* Identify process gaps in quoting, pipeline management, or renewal cycles and propose improvements.
* Work closely with field service engineers, sales teams, and distributors to create excellent customer experiences.
* Execute all company policies and procedures professionally while supporting continuous improvement initiatives.
* Achieve higher‑level weekly, monthly, and quarterly KPIs aligned .
Qualifications:
Bachelor's degree in Engineering, Life Sciences, Chemistry, or a related technical discipline.
5-7 years of service sales or technical support experience, preferably within the analytical instruments or laboratory technologies industry.
Excellent customer-facing communication, with proven ability to manage expectations and build strong professional relationships.
Proficiency in documentation and service reporting, ensuring accuracy, compliance, and timely updates.
Team-oriented mindset with a track record of cross-functional collaboration (e.g., Sales, Service, Engineering).
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