Service Sales Specialist

The Service Sales Specialist is responsible for driving service revenue growth and customer retention across the assigned region by selling service contracts, renewals, upgrades, and billable service solutions. The role will develop strong customer relationships, identify service opportunities, improve contract attach and renewal rates, and achieve assigned revenue and profitability targets.

Key Responsibilities

1. Service Contract Sales & Renewals

• Drive annual service contract revenue, renewals, and win-back opportunities within the assigned territory.
• Proactively engage customers ahead of contract expiry to maximize renewal conversion.
• Identify uncovered instruments and convert them into service contracts.
• Drive contract upgrades, extended coverage, and value-added service offerings.
• Manage EOSL, aged, and at-risk contracts through appropriate customer engagement and commercial solutions.
• Maintain a healthy service opportunity pipeline and accurate sales forecasting.

2. Billable Service Sales

• Generate and grow billable service revenue through repair, preventive maintenance, calibration, qualification, installation, relocation, and other service offerings.
• Identify service opportunities during customer visits, service calls, and interactions with laboratory users.
• Convert service requirements into commercial opportunities in collaboration with Field Service Engineers and Service teams.
• Follow up on quotations and ensure timely order closure.
• Develop repeat billable business from existing customers.

3. Customer & Account Management

• Develop strong relationships with key customers, decision makers, procurement teams, and laboratory users.
• Understand customer requirements, instrument utilization, service history, and business needs.
• Position service contracts based on customer value, uptime, productivity, compliance, and risk reduction, rather than price alone.
• Conduct regular customer visits and business reviews for strategic accounts.
• Resolve commercial concerns and coordinate internally to improve customer experience.

4. Sales Pipeline & Forecast Management

• Maintain a robust pipeline covering renewals, uncovered instruments, win-backs, upgrades, and billable opportunities.
• Ensure opportunities are accurately maintained in CRM/SFDC with appropriate stages, values, close dates, and next actions.
• Provide accurate monthly and quarterly forecasts.
• Review pipeline regularly and prioritize high-value and high-probability opportunities.

5. Regional Business Development

• Identify new service-sales opportunities within the assigned territory.
• Expand service coverage across installed-base customers.
• Identify cross-selling and upselling opportunities across service offerings.
• Track competitor activity, pricing, customer feedback, and market trends.
• Develop territory-specific action plans to achieve assigned AOP targets.

6. Internal Collaboration

• Work closely with Field Service, Service Management, Customer Service, Finance, and Commercial teams to close opportunities.
• Partner with Service Engineers to identify billable and contract opportunities.
• Coordinate with internal teams to ensure timely quotation, order processing, and contract activation.
• Provide market and customer feedback to leadership to support pricing and portfolio decisions.

Key Performance Indicators (KPIs)

• Service Contract Revenue / Bookings
• Billable Service Revenue
• Contract Renewal Rate
• Warranty-to-Contract Conversion
• Contract Attach Rate
• Uncovered Installed Base Conversion
• Win-back Revenue
• Upsell / Cross-sell Revenue
• Price Realization
• Pipeline Coverage and Forecast Accuracy
• Customer Retention
• New Service Business Development