[Hiring] Service Manager @Bruker

Role Description

The Service Manager (m/f/d) is a leadership role within the Bruker Nano Surfaces and Metrology (BNSM) service organization. The incumbent is accountable for building and developing a high-performing service team from the ground up, establishing scalable operational processes, cultivating deep customer relationships, and delivering measurable results across Europe’s semiconductor, materials science, and research sectors. This role carries full responsibility for team leadership, talent development, customer satisfaction, and achievement of Europe service revenue and business growth targets.

Responsibilities

• 50% - Team Leadership, Development & Talent Building
  • Build, structure, and continuously develop the Europe BNSM service team (BNS and BSEMI), including hiring, onboarding, and retaining top technical talent aligned to market growth trajectory.
  • Define clear roles, responsibilities, and performance expectations for every team member; conduct regular performance reviews and structured 1-on-1 coaching sessions.
  • Design and execute comprehensive training programs covering technical skills, soft skills, and business acumen — to elevate team capability and certification levels.
  • Create individualized development plans (IDPs) for all team members; identify high-potential engineers and build succession pipelines for future leadership roles.
  • Foster a culture of continuous learning, accountability, and a “solution advisor” mindset across the European service team.
  • Lead cross-functional collaboration with Sales, Applications, and Technical Support teams to ensure Europe service team alignment with worldwide BNSM strategy.
  • Manage workforce planning: allocate headcount effectively to support business growth, and anticipate future skill requirements based on market trends.
  • Serve as an escalation leader and technical mentor: coach supervisors and engineers on complex technical and customer situations, driving resolution and knowledge-sharing.
• 30% - Customer Satisfaction & Relationship Management
  • Own customer satisfaction metrics; set targets, monitor performance, and drive corrective actions.
  • Build and maintain trusted senior-level relationships with key customers across semiconductor, life sciences, research, and advanced materials industries.
  • Personally manage strategic account escalations; lead root-cause analysis and implement systematic corrective actions to prevent recurrence.
  • Champion the voice of the customer internally — translate Europe customer feedback into actionable improvements for products, services, and support processes.
  • Build a comprehensive customer support system tailored for the European market.
  • Oversee the quality of all customer-facing activities (installations, troubleshooting, preventive maintenance, field repairs, training, post-sales application support) to ensure consistent world-class service experience.
  • Drive service contract penetration and renewal by demonstrating continuous value; coordinate with Sales to expand service program adoption across Europe’s accounts.
  • Implement structured customer communication cadences (weekly/monthly/quarterly/yearly business reviews, aging cases reviews, escalation reviews, satisfaction surveys) to proactively address issues and strengthen customer partnerships.
• 20% - Business Performance & Strategic Objectives
  • Own and deliver service revenue against annual budget targets; manage operational costs within approved headcount and budget.
  • Develop and execute a multi-year Europe service growth strategy aligned to BNSM's global business plan, including market expansion, new revenue streams, and capability investments.
  • Define, track, and report Europe service KPIs (revenue, service contract penetration, response time, first-time fix rate, MTTR, MTBF, technician utilization) weekly to Regional Service Director.
  • Partner with Sales leadership to build a joint go-to-market approach for service, ensuring service capabilities.
  • Lead operational efficiency initiatives: optimize spare parts inventory, logistics, scheduling, and service delivery workflows to improve margin and responsiveness.
  • Participate in BNSM global strategy processes; represent market requirements, constraints, and growth opportunities at a worldwide level.
  • Ensure full compliance with Bruker HR, finance, EHS, and operational policies; implement and maintain standardized business processes within the Europe team.
  • Lead annual budget planning and mid-year forecasting for service operations.
• Additional Responsibilities:
  • Other duties as assigned by WW or regional leadership.
  • Represent Bruker BNSM at industry events, customer technical symposia, and professional forums as required.

Qualifications

• Proven track record of building and leading service teams in Europe; minimum 7 years in a technical service management role, preferably in capital equipment, semiconductor industry or scientific instrumentation.
• Demonstrated success managing customer relationships with major Europe accounts; deep understanding of Europe business culture, customer expectations, and market dynamics.
• Strong people leadership skills: experience developing, coaching, and retaining technical professionals; ability to inspire and motivate a team toward ambitious goals.
• Business acumen: track record of owning P&L or revenue targets, driving service revenue growth, and managing operational budgets.
• Excellent communication skills.
• Hands-on technical background in one or more BNSM product lines (Atomic Force Microscopes (AFM), Stylus Profilers, Mechanical Testers, X-Ray Diffractometers, Mask Repair Tools, and non-contact 3D Optical Microscopes) is highly preferred.
• Solid theoretical foundation in physics, electronics, or materials science to enable problem-solving of complex system and application challenges.
• Ability and willingness to travel domestically across Europe and occasionally internationally.

Requirements

• Minimum Bachelor's degree required; Master of Science or PhD preferred in Engineering, Physics, Materials Science, or a related scientific discipline.
• Minimum 5 years of field service experience, with at least 7 years in a management or team leadership role.
• Experience managing service P&L or revenue budgets is strongly preferred.
• Technical certifications in relevant instrumentation platforms are advantageous.