Service Sales Specialist

Overview

The Service Sales Specialist for Instrumentation in Biopharma will play a critical role in maximizing the value of our extensive installed base. This position focuses on uncovering and identifying instruments currently in use at customer sites that are not fully captured in our records. The individual will work closely with our established sales team to strengthen customer relationships and expand service opportunities.

This role requires proactive engagement with customers through on-site visits, making travel a significant component of the job. By mapping and documenting instruments, the Service Sales Specialist will help ensure comprehensive coverage for service contracts, preventative maintenance, and qualification services. This position combines investigative fieldwork with consultative selling, aiming to enhance customer satisfaction while driving revenue growth through service offerings.

This role can be based remotely either in the Bridgewater, NJ, San Francisco, CA, Raleigh, NC or Boston, MA region.

Responsibilities

• Manage assigned service sales accounts to ensure customer satisfaction and drive business growth.
• Negotiate pricing and site contracts with customers while maintaining compliance and company objectives.
• Proactively promote and secure annual Service Contracts, Preventative Maintenance, and Qualification services.
• Build and maintain strong customer relationships to foster trust and long-term partnerships.
• Collaborate with leadership and cross-functional teams to refine service offerings and align on priorities.
• Respond to customer inquiries promptly and professionally, providing expert guidance on service options.
• Maintain accurate records of service quotes, agreements, and communications in CRM systems.
• Gather and share customer feedback with internal teams to support continuous improvement.
• Travel to customer sites as needed to strengthen relationships and enhance service delivery.
• Travel during the first 12 to 18 months will be heavy but will reduce over time.
• Operate with autonomy, making strategic decisions to meet customer needs and achieve business goals.

Qualifications

Education and/or Work Experience Requirements

Bachelor’s degree. Preferred work experience includes 3-5 years office experience, 3–5 years customer service, quoting, vendor management, data entry. Lab experience is desired.

Travel Requirement: For the first 12 to 18 months, this role will require significant travel within the assigned region to meet and establish relationships with all customers. Travel is expected to decrease over time as these relationships are built and maintained.

The employee in this role should have some or all of the following characteristics: communication and writing skills; comprehension and summarizing skills; detail-oriented computer skills: Word, Excel, PowerPoint, Web search. Project planning and basic data analysis is preferred.

Additional competences required: professional, troubleshooting, analytical, process comprehensive, customer-oriented, multitasking, meticulous, thorough, organized, neat, methodic, teamwork-oriented, cooperative.

• Service sales experience preferred
• Sales support/Inside Sales experience preferred (business background helpful)
• SalesForce or CRM experience desired
• Strong phone and video call presence
• Rigor and intensity regarding driving inside sales
• Team player, ability to collaborate well with other parts of the business
• Strong time management and prioritization skills
• Demonstrated ability to build and maintain strong working relationships with internal teams and customers
• Ability to maintain a professional image under pressure
• Success orientated negotiation skills
• Service marketing skills desirable