Director of Service Operations f/m/d

Director of Service Operations f/m/d Eppendorf - 3.3 Enfield, CT Job Details Full-time $120,000 - $130,000 a year 1 day ago Benefits Health insurance Tuition reimbursement Qualifications Customer communication Full Job Description How you can make an impact Oversee the day‑to‑day operations of Eppendorf's North American Service organization from our Enfield, CT office, ensuring a best‑in‑class customer experience through efficient management of service requests, optimized call routing, scheduling, dispatch and technical resource utilization. Provide hands‑on leadership for Service back‑office and commercial support teams - including Scheduling & Dispatch, Administration, Technical Product Teams and In‑House Repair & Calibration - setting clear priorities, coaching team members and driving collaboration. Own the end‑to‑end customer request workflow from creation through execution, completion and billing, establishing transparent communication, reporting and escalation processes that identify and implement operational improvements. Lead quality and continuous‑improvement efforts across the service lifecycle, addressing tactical challenges and guiding strategic enhancements in local workflows (Eppendorf NA) while interfacing with and escalating to global functions (Eppendorf SE) when needed. Take ownership of technical training programs for Eppendorf NA by defining requirements, reviewing content and overseeing the operational delivery of training to internal teams, customers and third‑party providers. Create, maintain and continually improve Service KPIs, Quality Standards and SOPs, ensuring regular reporting at national, regional and individual levels and enforcing CRM standards and best practices. Direct the operational and commercial management of key global programs (e.g., Merck/Ancillare/IDEXX), lead or support customer MSAs, Service T&Cs, SOWs and Service Quality Agreements, and participate in critical customer negotiations, including up to 20% domestic and international travel. What sets you apart Bringing a bachelor's degree in Business, Science, Marketing or Communications and/or 5-10 years of related experience in service, logistics or manufacturing, with proven leadership qualities. Good knowledge of the life science industry - including competitive landscape, service products and business models, and key customer segments - or the motivation to build this quickly.

Strong business acumen:

you understand how service operations, cost structures, pricing and contracts influence profitability and long‑term customer relationships. Experience with business‑relevant service and administrative processes, and a clear understanding of what drives customer satisfaction in a service environment. Excellent English skills and the ability to communicate clearly and convincingly with stakeholders at different levels, internally and externally. Strong networking skills that help you build and maintain relationships across functions, regions and with external partners.

Motivational and coaching skills:

you inspire your teams, provide constructive feedback, develop talent and foster a culture of accountability and continuous improvement. What we offer We value your contribution . A competitive annual base salary in the range of $120,000-$130,000, plus a comprehensive bonus/commission structure. Strategic impact. A central leadership role in Enfield, CT, where you shape how Service Operations run across North America and influence customer satisfaction and business performance. Purpose and impact. You ensure that critical life science instruments and systems are supported reliably, directly enabling customers to advance research and improve lives. Comprehensive benefits. A competitive total rewards package, including health, financial and education benefits