Today, Lonza is a global leader in life sciences operating across five continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

Key Responsibilities:

1. Vendor & Partner Management:

• Develop Service Strategy for the region. Manage and maintain strong relationships with third-party service providers.
• Take charge on pricing, ordering, and coordinating parts and items from OEM partners.

2. Pricing & Cost Management:

• Oversee pricing for various services, including installation, Installation Operational  Qualification (IOPQ), Preventive Maintenance (PM), and repairs of instruments.
• Ensure pricing is competitive and aligned with market standards while maintaining  profitability for the company.
• Manage cost analysis and budget forecasting for service-related operations.

3. Installation & Maintenance:

• Lead and manage the installation of instruments and ensure that installations meet  company and customer requirements.
• Supervise IOPQ processes to ensure that instruments meet operational qualifications and are set up correctly for optimal performance.
• Oversee PM schedules and ensure that maintenance activities are conducted on time to ensure equipment reliability and customer satisfaction.
• Support troubleshooting and repair of instruments as required, ensuring minimal downtime for clients.

4. Training & Development:

• Responsible for training internal Subject Matter Experts (SMEs) and distribution teams, ensuring they have the necessary technical expertise to provide high-quality service to customers.
• Develop and implement training programs for internal and external teams to ensure a high level of competency in service operations.

5. Software Support Leadership:

• Take a leadership role and main point of contact in providing software support for instruments and related systems and any potential issues
• Coordinate with the software development and engineering teams to ensure that  any software-related issues are resolved promptly and effectively.

6. Customer Satisfaction & Service Excellence:

• Ensure the delivery of high-quality service, meeting or exceeding customer expectations for instrument installations, maintenance, and repairs.

7. Reporting & Compliance:

• Maintain accurate records and documentation of all service activities, pricing, and customer interactions.
• Ensure compliance with local and regional regulations and industry standards related to instrument services.

Qualifications:

• Bachelor's degree in Engineering, Business Administration, or a related field.
• Proven experience in service management, ideally within the instrumentation, medical devices, or industrial equipment sectors.
• Strong technical knowledge and hands-on experience with instrument installation,  maintenance, and repairs.
• Familiarity with IOPQ, PM processes, and related regulatory standards.
• Experience in managing relationships with OEM partners and third-party service providers.
• Strong leadership skills, with experience training and developing teams.
• Excellent problem-solving abilities and a customer-focused mindset.
• Fluency in English, additional languages (Mandarin, Japanese, etc.) are a plus.

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.

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