Manager, Service Solutions (Northeast Region)
QIAGENAbout the role
Overview
At QIAGEN, we are driven by a simple but powerful vision: making improvements in life possible.
We’re dedicated to revolutionizing science and healthcare for the better. From our entrepreneurial roots to our current global presence, we've grown into a force for positive change. With thousands of employees across six continents, collaboration is our greatest strength. We’re always striving to identify talented individuals to join our exceptional teams.
We have played a pivotal role in shaping modern science and healthcare, and we're just getting started. If you're someone who thrives on new challenges, values diversity and wants to make a tangible difference in people's lives, then QIAGEN is the place for you.
At QIAGEN, every day is an opportunity to make a real-life impact.
Join us, grow with us, and together, let's shape the future of biological discovery.
About the opportunity
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.
This role is accountable for high-quality service delivery, customer satisfaction, regional P&L performance, service revenue contribution, cost control, effective resource utilization, and consistent execution of field service objectives. The Service Solutions Manager owns regional financial performance for service revenue, overtime, travel, parts usage, inventory, tools, and other controllable operating expenses, while working within budget targets established by North America Service leadership.
The Service Solutions Manager provides day-to-day leadership, coaching, and performance management for the field service team while partnering closely with Sales, Service Contract Sales, Service Dispatch, Technical Support, Operations, North America Service leadership, and global service teams. Although this role has direct responsibility for the northeastern United States, the Service Solutions Manager is expected to contribute as an active member of the broader North America Service leadership team, supporting cross-regional collaboration, shared problem-solving, and alignment on customer experience, revenue performance, cost management, KPIs, and operational improvement.
This role also provides opportunities to collaborate with global service teams and leadership, contributing regional field insight to broader service initiatives while gaining exposure to different markets, cultures, operating models, and best practices across QIAGEN's global service organization.
Key Responsibilities
- Lead, coach, and manage a team of Field Service Specialists, including hiring, onboarding, training, performance management, and employee development.
- Own 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
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