Responsibilities:

Service Operations

• You will oversee post-sales service activities, monitor daily operations, and ensure timely resolution of service issues.
• You will maintain accurate equipment records, conduct audits, and track scheduled maintenance plans.
• You will identify process gaps, propose practical improvements, and support implementation with the team.

Customer & Stakeholder Management

• You will be the main contact for customer inquiries, escalations, and complaints, ensuring clear and prompt responses.
• You will manage the subscription lifecycle for new accounts, renewals, and terminations while coordinating with invoicing and Finance.
• You will collaborate closely with Lab, Sales, Technical Support, and Finance to keep operations aligned and escalate issues when needed.

Team Leadership & Reporting

• You will guide and supervise team members, monitor performance and compliance, and support development where needed.
• You will prepare service contracts, assist with billing tasks, and compile operational and KPI reports.
• You will act as deputy to the Manager and take ownership of day-to-day decisions when required.