Manager, Service Solutions (Northeast Region)

About the role

The Service Solutions Manager reports to the Head of Service Solutions, North America and is responsible for leading a regional team of QIAGEN Field Service Specialists supporting customers in the northeastern United States, a region representing approximately 15% of North America service revenue.

Responsibilities

• Lead, coach, and manage a team of Field Service Specialists, including hiring, onboarding, training, performance management, and employee development.
• Owning regional P&L performance, including service revenue, overtime, travel, parts usage, inventory, tools, and other controllable operating expenses; monitor performance against budget expectations and take action to improve revenue contribution, cost efficiency, productivity, and operational execution.
• Oversee field service execution for installation, maintenance, repair, and planned service activities to support equipment uptime, customer satisfaction, contractual commitments, response targets, utilization goals, and business needs.
• Partner with Service Dispatch and Service Contract Sales to align field resources, support service contract renewals, warranty conversions, customer retention, and other service revenue opportunities.
• Serve as an active member of the North America Service leadership team, contributing to shared priorities, cross-regional issue resolution, operational improvement, and alignment on customer experience, revenue, cost, and KPI performance.
• Partner with global service teams and leadership to share regional field insights, support broader service initiatives, and help align local execution with global service priorities and best practices.
• Use service data, performance trends, customer feedback, and escalation/root cause analysis to coach the team, improve execution, support business decisions, and drive continuous improvement in quality, safety, compliance, and service performance.

Qualifications

• Strong leadership, coaching, and team development capabilities.
• Ability to manage field-based teams and drive accountability across a geographically dispersed organization.
• Strong financial and business acumen, including the ability to manage revenue, cost, productivity, and operational performance drivers.
• Enterprise mindset with the ability to balance regional ownership with broader North America service priorities.
• Ability to collaborate across regions, functions, cultures, and leadership levels, including influencing without direct authority to resolve complex business and customer challenges.
• Strong customer focus with excellent communication, follow-up, escalation management, cultural awareness, and adaptability when working with global service teams and international stakeholders.
• Data-driven problem-solving, judgment, operational planning, resource optimization, and decision-making skills in a fast-paced service environment.

Skills

• Strong leadership, coaching, and team development capabilities.
• Ability to manage field-based teams and drive accountability across a geographically dispersed organization.
• Strong financial and business acumen, including the ability to manage revenue, cost, productivity, and operational performance drivers.
• Enterprise mindset with the ability to balance regional ownership with broader North America service priorities.
• Ability to collaborate across regions, functions, cultures, and leadership levels, including influencing without direct authority to resolve complex business and customer challenges.
• Strong customer focus with excellent communication, follow-up, escalation management, cultural awareness, and adaptability when working with global service teams and international stakeholders.
• Data-driven problem-solving, judgment, operational planning, resource optimization, and decision-making skills in a fast-paced service environment.