What are the responsibilities and job description for the Service Sales and Renewals Representative - Laboratory Automation (East Coast) position at HighRes Biosolutions?
Description
About Us:
HighRes Biosolutions is a revolutionary laboratory automation leader committed to improving human health through life science robotics. Our technologies enable scientists to develop life saving medicines, treatments, and therapies while maximizing resources and increasing output. At HighRes, we foster innovation, embrace diversity and value the opportunity to hear every team member’s voice, ideas, and input, contributing to our continued success.
Job Summary:
We are seeking a proactive and customer-focused Service Sales & Renewals Representative to drive adoption and renewal of HighRes service contracts. In this role, you will monitor warranty timelines, engage customers prior to expiration, and position service coverage that protects their laboratory investment. You will work closely with Account Managers, Service teams, and end users to ensure contract continuity, SLA satisfaction, and long-term customer retention. Success requires strong communication, outreach discipline, and the ability to influence decision-makers by articulating the value of proactive support and predictable maintenance coverage.
Key Responsibilities:
Qualifications & Experience:
About Us:
HighRes Biosolutions is a revolutionary laboratory automation leader committed to improving human health through life science robotics. Our technologies enable scientists to develop life saving medicines, treatments, and therapies while maximizing resources and increasing output. At HighRes, we foster innovation, embrace diversity and value the opportunity to hear every team member’s voice, ideas, and input, contributing to our continued success.
Job Summary:
We are seeking a proactive and customer-focused Service Sales & Renewals Representative to drive adoption and renewal of HighRes service contracts. In this role, you will monitor warranty timelines, engage customers prior to expiration, and position service coverage that protects their laboratory investment. You will work closely with Account Managers, Service teams, and end users to ensure contract continuity, SLA satisfaction, and long-term customer retention. Success requires strong communication, outreach discipline, and the ability to influence decision-makers by articulating the value of proactive support and predictable maintenance coverage.
Key Responsibilities:
- Track system installation and warranty timelines to identify renewal and service coverage opportunities.
- Proactively contact customers before warranty expiration to introduce contract options and schedule renewal discussions.
- Communicate the value of service coverage, including reduced downtime, predictable cost of ownership, and priority support.
- Tailor service offerings based on system type, usage patterns, and customer support needs to maximize relevance and adoption.
- Conduct business reviews to ensure SLA satisfaction and identify upsell or improvement opportunities.
- Partner closely with HighRes Service teams to ensure SLA delivery and customer expectations are met.
- Maintain accurate CRM records for outreach, quotes, renewals, and closed contracts to support forecasting and reporting.
- Collaborate with Account Managers to support holistic account health and customer experience.
- Willingness to travel up to 30% for customer visits and industry events.
Qualifications & Experience:
- Bachelor’s degree or equivalent experience, ideally in Life Sciences, Engineering, Business, or a related technical field.
- 2–5 years of experience in renewals, inside sales, customer success, or service contract sales.
- Strong communication and customer engagement skills with the ability to influence renewal decisions.
- Experience managing high-volume outreach and structured follow-up cadences.
- Ability to articulate value propositions with clarity and confidence.
- CRM proficiency (Salesforce preferred) with disciplined pipeline and activity management.
- Familiarity with service contracts, warranties, or post-sales support models is a plus.