Head of Technical Service, India
Job Description
Country Head of Technical ServiceProcess Solutions | Life Science
Your Role
As Country Head of Technical Service (TS), you are responsible for leading and developing the country TS organization to deliver differentiated technical and quality support across the Process Solutions portfolio. You ensure strong alignment with commercial strategy, drive customer-centric service excellence, and position Technical Service as a strategic growth enabler for the Korea business.
You act as a key member of the country Process Solutions leadership team and serve as the primary interface between local operations and regional/global TS leadership.
Key Responsibilities
- Strategic Leadership & Business Partnership
- Define and execute the country Technical Service strategy in alignment with regional and global Process Solutions objectives.
- Position TS as a value-generating partner to Commercial by enabling technical differentiation and customer intimacy.
- Drive service models that enhance speed, partnership, and accessibility for customers.
- Contribute to revenue growth through proactive technical engagement, lead generation, and strategic account support.
- Translate global initiatives into scalable local execution plans.
- Organizational Leadership & Capability Development
- Lead, coach, and inspire the country TS team (Technical & Quality functions).
- Establish a clear competency roadmap aligned with evolving bioprocess technologies and customer expectations.
- Build a high-performance, accountable, and customer-focused team culture.
- Drive talent development, succession planning, and long-term organizational readiness.
- Ensure optimal resource allocation in line with business growth and complexity.
- Customer Experience & Escalation Management
- Serve as executive escalation point for critical technical and quality matters.
- Strengthen relationships with strategic and key customers through leadership engagement.
- Ensure consistent, transparent, and timely communication during investigations and complex technical discussions.
- Elevate TS contribution to customer experience through structured VOC integration and service feedback loops.
- Quality Oversight & Risk Management
- Ensure robust management of customer quality complaints through Electronic Quality Systems (e.g., TrackWise).
- Drive continuous improvement in complaint cycle time, investigation effectiveness, and communication quality.
- Collaborate with Manufacturing Sites, Global Quality, and Regulatory functions to mitigate risk and protect business continuity.
- Promote a strong quality mindset across the organization.
- Operational Excellence & Continuous Improvement
- Optimize inquiry and complaint handling processes through CRM and digital systems.
- Establish KPIs and performance dashboards to drive data-driven decision-making.
- Lead transformation initiatives to enhance service efficiency and scalability.
- Ensure operational readiness for new product introductions, site expansions, and marketevolution.
Who You are
- Bachelor’s degree in biotechnology, Biochemical Engineering, Pharmaceutical Sciences, or related field (master’s preferred)
- 10+ years of experience within biopharmaceutical, biotechnology, or life science industries.
- Proven leadership experience managing technical and/or quality teams.
- Strong understanding of end-to-end biopharmaceutical manufacturing processes (Cell Culture, Clarification, Chromatography, TFF, Sterile Filtration, Single Use Systems, APIs & Excipients).
- Strong business acumen with the ability to translate technical capability into commercial value.
- Demonstrated ability to lead in a matrix organization and influence cross-functional stakeholders.
- Excellent communication and executive presentation skills.
Leadership Competencies
- Strategic & Enterprise Mindset
- Customer-Centric Leadership
- Cross-Functional Influence
- Data-Driven Decision Making
- Change & Transformation Leadership
- Talent Development & Coaching
- Risk-Based Thinking