Overview

The Vice President of Service will be responsible for developing and executing the service strategy globally for the Repligen service organization.   This person will have full responsibility for the Global Service P&L  as well as leading and motivating a global team of experienced service employees.   The Vice President, Service will build collaborative internal relationships with key stakeholders as well as building and fostering key external customer relationships.  

Responsibilities

• Foster and develop strong relationships with customers, be the single point of contact for customers and manage customer communication and relationships for all service-related issues
• Responsible for developing and executing to the global service P&L and growth targets
• Establish contact to provide on-going technical and business support to assigned customers
• Sets goals and objectives for service globally to ensure company standards & quality productivity are being met and customer satisfaction is achieved.
• Maintains regular contact with key accounts and potential key customers to inquire about service satisfaction and potential service needs.
• Provides direction and leadership to his/her team on the achievement of the organization’s philosophy, mission, strategy, and its annual goals and objections.
• Develops and implements “best practice” operational processes with a strong emphasis on continuous improvement of service revenue growth.
• Develop and executes a strategy that differentiates Repligen service from the competition 
• Partners with internal stakeholders to ensure a unified and collaborative approach to service customers
• Understands the market including service and repair volume, market penetration, available new business, special projects, and staffing requirements and availability
• Drive operational improvements and efficiencies across the service organization utilizing lean concepts and tools (RPS) 
• Optimize the utilization of service personnel within the service organization
• Partner with the key functional areas (sales, product management, mfg, etc.) and align strategies which help to solidify the performance and reliability of the Repligen products and solutions in the field
• Drives and supports a culture of safety throughout the service organization

Qualifications

• Bachelor’s degree preferably in a technical/engineering related field; MBA preferred
• 12-15 years’ leadership experience in in a global service environment
• Proven knowledge of the bioprocessing industry

• Strong business acumen and ability to collaborate with cross-functional leadership
• Ability to create, articulate and execute a strategic roadmap of business milestones for short-term and long-term objectives

• Proven capability to drive results in a high growth, global environment
• Experience successfully owning a service P&L
• Ability to navigate through a global matrix’d environment
• Proven ability to communicate effectively with both internal and external customers
• Ability to solve complex problems

• Proven success managing and developing global talent within the workforce
• Ability to develop and implement successful service metrics to drive continuous improvement throughout the service organization
• Ability and willingness to travel (including international travel) up to 50%

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