Product Manager, Service and After-Sales | HEL

Product Manager, Service and After-Sales

Our mission at H.E.L Group is to make a healthier, sustainable, safer world for everyone. We equip scientists with the right tools and knowledge to develop safe, efficient new processes and molecules that benefit the world and its population.

We operate globally with offices in London, UK (HQ), Princeton, USA, Beijing, China, and Singapore, as well as field-based staff across our direct regions, and trusted partners in distribution territories.

This role will be responsible for building and developing H.E.L’s global after-sales business plan and strategy.  The role holder will focus on ensuring the provision of quality service to customers, and as a result, this person will be responsible for driving and delivering after-sales revenue and growth.

S/he will ensure that all commercial and tactical aspects of the after-sales offering, such as the necessary tools, training, and service packages, are effective and in place for the global after-sales team.  This person will interact with the rest of the Product Management function to ensure that service requirements are integrated into product strategy development/NPI.

 

Key Responsibilities
  • Delivering after-sales revenue targets
  • Responsible for building the after-sales function, in collaboration with regional leadership.
  • Responsible for defining after-sales and service packages
  • Ensuring appropriate value propositions are clearly articulated to the sales and service teams, distributor partners, and target customers
  • Responsible for ensuring that the after-sales team is equipped with the skills, knowledge, and tools to effectively sell services and provide support
  • Responsible for ensuring H.E.L service and support offering exceeds customer expectations
  • Responsible for measuring the top-and bottom-line performance of new services against the business plan
  • Monitoring service reports and customer feedback, deriving insights to inform and drive after-sales strategy, and set tactical priorities
  • Working with the CMO and Marketing team to develop after-sales regional strategy and business plan for direct and distributed territories
  • Working closely with the rest of the Product Management function, responsible for defining Design for Service in NPI
  • Responsible for helping to identify beta trial sites for NPI developments

 

Minimum Education and Experience
  • A BSc in Chemistry, Physics, Biological Sciences or Engineering
  • Minimum of 5 years’ experience of working in after-sales management within scientific or technical instrumentation, in a B2B environment
  • Experience of developing and delivering customer-focused, service-based solutions
  • Demonstrated ability to take on tough challenges, work under pressure and see issues through to conclusion
  • Strong on initiative and willingness to take ownership and drive projects to completion
  • Excellent cross-functional working experience, allied with indirect team leadership
  • Results orientation – confident in owning and being accountable for after-sales performance that is measurable and reviewed regularly
  • Demonstrated bias for action and decision making in a fast-paced, ambiguous environment
  • A demonstrated ability to balance effective strategy with tactical details and deliverables
  • Familiar with using external and internal data sources to deliver evidence-based, data-driven decision making
  • Sound commercial and tactical expertise with proven interpersonal skills as evidenced by the ability to influence key stakeholders on strategic and operational initiatives to drive and deliver after-sales success
  • A good project manager with proven experience developing and delivering processes and structure

 

Preferable Skills and Attributes
  • A BSc in Chemistry, Physics, Biological Sciences or Engineering
  • Minimum of 5 years’ experience of working in after-sales management within scientific or technical instrumentation, in a B2B environment
  • Experience of developing and delivering customer-focused, service-based solutions
  • Demonstrated ability to take on tough challenges, work under pressure and see issues through to conclusion
  • Strong on initiative and willingness to take ownership and drive projects to completion
  • Excellent cross-functional working experience, allied with indirect team leadership
  • Results orientation – confident in owning and being accountable for after-sales performance that is measurable and reviewed regularly
  • Demonstrated bias for action and decision making in a fast-paced, ambiguous environment
  • A demonstrated ability to balance effective strategy with tactical details and deliverables
  • Familiar with using external and internal data sources to deliver evidence-based, data-driven decision making
  • Sound commercial and tactical expertise with proven interpersonal skills as evidenced by the ability to influence key stakeholders on strategic and operational initiatives to drive and deliver after-sales success
  • A good project manager with proven experience developing and delivering processes and structure

 

You can download the full position description here

To apply for this position, please complete the form below, uploading your resume and covering letter.

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