Service Manager

Job Title: Customer Success Manager - Brazil & LATAM

Location: Sao Paulo, BR
Department: Service Department
Reporting Line:

- Line Manager: Regional Director, Customer Support - AMEC
- Matrix Manager: Regional Director, Customer Support - AMEC

Main Purpose of the Role:
The Service Manager - LATAM is responsible for leading and transforming the regional Service Department, encompassing Logistics, Call Center, and Customer Service functions to complete the end-to-end supply chain and service process of Malvern Panalytical products.

This role ensures operational excellence from quotation to service delivery, including purchase order processing, inventory and logistics management, customer support coordination, and technical service execution. A key focus of this role is the redesign of the department, fostering a customer-first culture, enhancing service performance, and aligning regional operations with global standards.

Key Responsibilities:
Customer-Focused Service Leadership:

- Champion a customer-centric approach in all service and support functions.
- Enhance customer satisfaction across the installed base in Brazil and LATAM.
- Lead initiatives to improve responsiveness, service quality, and customer retention.
- Oversee relationships with channel partners, ensuring alignment with service expectations, performance targets, and customer support quality.

End-to-End Service Operations:

- Manage and align the Logistics, Call Center, and Contracts teams to support the full service and supply chain cycle.
- Oversee purchase order processing, inventory management, parts ordering, and dispatch operations.
- Ensure optimal coordination of technical service visits and equipment installations.
- Supervise benchtop repair activities and uphold quality standards across the service lifecycle.

Departmental Redesign & Transformation:

- Drive the strategic redesign of the service department, including roles, workflows, and KPIs.
- Identify and implement process improvements, automation, and service innovation.
- Foster a collaborative, high-performance team culture with strong internal communication.

Revenue & Performance Management:

- Monitor and increase CS (Customer Support) revenue for Brazil and LATAM.
- Track contract sales, renewals, and service-related revenue recognition.
- Maintain optimal inventory levels to support service delivery while controlling costs.
- Manage service metrics and drive performance against SLAs and KPIs.

Stakeholder & Supply Chain Coordination:

- Liaise with global supply centers and internal teams to resolve supply chain challenges.
- Collaborate cross-functionally with Sales, Product, and Global Service Operations teams.
- Ensure compliance with corporate policies, local regulations, and quality standards.

Impact & Accountability:

- Direct impact on customer satisfaction, operational efficiency, and service profitability.
- Accountable for completing the revenue recognition process for all service-related activities in LATAM.
- Operates within established corporate policies, procedures, and quality systems.

Required Knowledge, Skills, and Experience:
Education:

- Bachelor’s degree in Engineering (Electrical, Electronic, Mechanical) or equivalent combination of education and experience.

Experience:

- Minimum 8 years of relevant experience in service operations, customer support, or supply chain, preferably in a regional or multinational context.
- Proven leadership in managing cross-functional service teams and driving transformation initiatives.

Languages:

- Fluent in Portuguese (written and spoken).
- Intermediate proficiency in Spanish.
- Strong command of English (90% fluency required) for daily communication with global teams.

Key Competencies:

- Strong communication and interpersonal skills.
- Team leadership and cross-functional collaboration.
- Problem-solving and analytical thinking.
- Adaptability and continuous improvement mindset.
- Professionalism and technical expertise.

Work Environment & Travel:

- This is a primarily office-based position with limited travel requirements across LATAM.
- Reasonable accommodations can be made for individuals with disabilities.

About us - Malvern Panalytical, Micromeritics and SciAps.
Together we are a powerful and highly complementary combination of market leading technologies.

We are the toolmakers for the world's most innovative companies, academic institutions, and government laboratories. We are their partners in discovery.

Malvern Panalytical instruments analyze the chemical, physical and structural nature of materials, from proteins to polymers and semiconductors to minerals. Our leading technologies measure particle size, shape, concentration and zeta potential, biomolecular interactions and stability, elemental concentrations and crystallographic structure.

Micromeritics manufactures systems for the characterization of particles, powders, and porous materials for a wide
- range of end markets includ