Location – Frankfurt, Germany

Salary –  €40000- €46000

Working model – Hybrid

At the Peak International Group, we are passionate about delivering world-class gas generation solutions and exceptional customer support. We are looking for a Technical Support Specialist to join our EMENA Service team and play a key role in supporting our customers, distributors, and OEM partners across the region. The role is based in Germany and reports to the Technical Manager EMENA

The Role

As a Technical Support Specialist, you will provide first-class technical support to customers across the EMENA region, helping to diagnose and resolve issues while delivering an excellent customer experience. You will manage technical enquiries through phone, email, and service systems, ensuring requests are prioritised and resolved in line with agreed service levels.

Working closely with Regional Service Managers, Schedulers, and Service Sales teams, you will support customers throughout their journey, from troubleshooting and repairs to installations and warranty support

What You'll Be Doing

• Providing technical support through Peak's service management systems and processes.

• Responding promptly and professionally to customer enquiries via phone and email.

• Diagnosing technical issues remotely using tools such as Sightcall Visual Support.

• Managing and prioritising support tickets through Zendesk.

• Coordinating field service activity to ensure service level agreements are achieved.

• Supporting customers with service and repair quotations alongside Service Sales colleagues.

• Processing warranty claims and parts requests.

• Coordinating installations and IQ/OQ activities for new generators.

• Escalating technical issues when required and supporting continuous improvement across the service function.

What We're Looking For

We're looking for a customer-focused technical professional who enjoys solving problems and delivering exceptional support. Ideally, you'll have:

• Experience carrying out remote mechanical and electrical fault finding and diagnosis.

• A strong customer service mindset, with a passion for delivering excellent customer experiences.

• Knowledge of pneumatic and/or hydraulic systems.

• Experience troubleshooting technical issues using electrical and mechanical schematics.

• Fluency in both German and English. Additional language skills in French, Spanish, or Italian (C1 level or above) would be highly advantageous.

• Strong organisational skills with the ability to prioritise a varied workload effectively.

• Excellent communication skills and confidence engaging with customers and stakeholders at all levels.

• A proactive, self-motivated approach with the ability to work independently.

• A keen eye for detail and a commitment to delivering high-quality, accurate work.

• The ability to remain calm and effective in a fast-paced environment while managing multiple priorities.

This is an excellent opportunity for someone who enjoys combining technical expertise with customer interaction and is looking to make a real impact within a growing international service team.

Why Join the Peak International Group?

At the Peak International Group, you'll be part of a collaborative and innovative global business where customer satisfaction and technical excellence are at the heart of everything we do. You'll have the opportunity to work with industry-leading technology, develop your expertise, and make a meaningful impact supporting customers across the EMENA region.

At Peak, our values guide everything we do. We're passionate about putting customers first, embracing innovation, staying agile in a fast-paced environment, treating everyone with respect, and taking pride in delivering great results together. If you're curious, collaborative, and driven to make a positive impact, you'll fit right in.

If you're passionate about problem-solving, enjoy working in a customer-focused technical environment, and are looking for your next challenge, we'd love to hear from you.

Location:    Newcastle, Hybrid ( 4 days office, 1 day WFH) 

About the role 
Peak International Group are seeking an experienced Product Manager to lead the strategic growth and lifecycle management of our Peak Gas and NobleGen Cryogenic portfolios. This is a global role with visibility across regions and direct impact on Peak International Group’s long term growth strategy.

In this position, you will play a pivotal role in shaping the future of our gas and cryogenic product platforms — driving strategy, simplifying and evolving the portfolio, and ensuring scalable, differentiated solutions that deliver real value to our customers worldwide.

This role combines deep technical understanding with strong commercial and customer insight, partnering closely with Engineering, Marketing and Regional teams to translate customer needs into compelling, market ready solutions. Regular travel to our Glasgow office is required. 

What you’ll do
Portfolio Strategy & Growth
•    Own and drive the global product strategy and growth roadmap for the Peak Gas and NobleGen Cryo portfolios
•    Lead full product lifecycle management — from concept and development through launch, optimization and retirement
•    Identify unmet customer needs, portfolio gaps, and new commercial opportunities
•    Consolidate, simplify, and evolve product offerings within your portfolio to improve clarity, value, and market relevance

Customer & Market Focus
•    Apply strong technical knowledge of cryogenic and industrial gas applications to solve real customer problems
•    Translate customer insights into clear value propositions, differentiated positioning, and go to market strategies
•    Conduct market and competitive analysis to inform strategic decisions and strengthen market positioning

Cross Functional Leadership
•    Partner with Engineering, Marketing and Regional teams to ensure alignment with business and customer objectives
•    Define and manage product roadmaps, including pricing strategy and commercialization plans
•    Support regional deployment while maintaining global consistency
•    Enable sales success through training, tools, and clear product messaging

Performance & Optimization
•    Monitor product performance, customer feedback, and commercial outcomes
•    Use data driven insights to guide investment decisions, prioritization, and innovation
•    Drive continuous improvement across the portfolio

What you’ll bring
Experience
•    Proven experience balancing technical depth with commercial decision making
•    Product management experience within a product led organization
•    Experience in cryogenics, industrial gases, scientific instrumentation, or a related technical field is highly desirable

Skills & Capabilities
•    Technically credible and comfortable engaging with engineers, customers, and commercial teams
•    Strong problem solving skills with a structured, innovative approach
•    Highly self motivated, curious, and able to work independently in a global environment
•    Excellent communication skills with fluency in written and spoken English

Why Peak?
At Peak, our people are driven by shared values:
•    Put Customer First – we place customer needs at the heart of every decision
•    Be Innovative – we challenge ourselves to find better ways to work and grow
•    Stay Agile – we act decisively and take accountability
•    Always Respectful – we collaborate, support, and value one another
•    Show Pride & Passion – we care deeply about what we do

This is an opportunity to shape a globally significant product portfolio in a technically advanced, fast growing organization.

Location:, Peak International Group HQ- Inchinnan, Renfrew
 

Are you an experienced technical service professional with a passion for problem-solving, knowledge sharing and improving service performance? We are looking for a Group Technical Specialist to join our Group Technical team and play a key role in supporting our regional service teams globally.

In this role, you will act as an important link between Global Service, Group Technical and the Training function. You will use field insight, ticket data and service trends to identify training priorities, capability gaps and opportunities to improve first-time-fix performance and overall service excellence.

The Role

As Group Technical Specialist, you will support the delivery of consistent, high-quality technical support across Peak Scientific, Noblegen Cryogenics and Peak Gas Generation, acting as a key contact for regional service teams. You will provide technical guidance on escalations and regional service issues, helping teams achieve timely and effective resolutions.

You will work closely with teams across Technology, Quality, Manufacturing Engineering and regional Service to ensure service requirements are understood and represented. You will also contribute to service readiness activity for new product introductions, engineering changes and product improvement initiatives.

A key part of the role will be translating technical insights into practical learning requirements. You will help ensure training content reflects current field issues, engineering changes, product improvements and service best practice, while supporting the creation and continuous improvement of product and fault-finding training for Field Service Engineers, Technical Support teams and regional trainers.

Key Responsibilities

• Support the Group Technical function in delivering consistent, high-quality technical support across the business.
• Provide technical guidance on escalations and regional service issues to help drive timely and effective resolution.
• Analyse ticket data, field feedback and service trends to identify repeat issues, escalation themes, knowledge gaps and improvement opportunities.
• Translate technical insight into targeted training priorities, learning requirements and capability improvement actions.
• Support the development and continuous improvement of product and fault-finding training.
• Help reduce repeat escalations and avoidable service visits through focused technical learning interventions.
• Work cross-functionally with internal teams to support service readiness, product improvements and continuous improvement initiatives.
• Operate in a closed-loop manner, ensuring actions are tracked, updates are communicated and improvements are completed effectively.

About You

We are looking for someone with experience in technical service, field service, technical support, technical training or a similar product-focused technical role. You will have a strong mechanical and electrical technical understanding, with the ability to support troubleshooting and fault diagnosis.

You should be comfortable interpreting technical schematics, service data, failure trends and engineering information. Knowledge of pressurised systems, pneumatics, gas generation or analytical instrumentation would be advantageous, as would experience supporting or delivering technical training or knowledge transfer.

Key Skills

• Strong technical problem-solving and fault-finding capability.
• Ability to convert technical issues into clear, practical learning requirements.
• Excellent communication skills, with the ability to explain technical information clearly to different audiences.
• Strong cross-functional collaboration skills and the ability to work effectively across departments.
• Analytical approach to identifying repeat themes, knowledge gaps and improvement opportunities.
• Ability to prioritise workload across tickets, escalations and training improvement priorities.

Our values

Put Customer First, keep customer needs at the heart of every decision and action

Be Innovative, always curious and open to new ideas and better ways of doing things

Stay Agile, be responsive and make timely, considered and well-informed decisions taking accountability for the outcomes

Always Respectful, kind and supportive, always look for the best in each other and strive to help one another do a better job

Show Pride & Passion, be proud about what we do and enjoy our work

Peak Scientific is an equal opportunity employer and does not discriminate on the basis of race, color, religion or creed, national or ethnic origin, gender, sexual orientation, genetic background, age, disability, military service, or any category protected under applicable law in its hiring, employment or other programs and activities.

Reports to: Applications Manager

Business Unit: Global IT 

Location:  Jasola , Delhi, India      

Direct Reports:    None

Overview
The role provides Level 1 and 2 support for Peak’s Customer Engagement Applications

including CRM (SAP Sales Cloud v2), Emarsys Marketing and Zendesk. It ensures smooth daily operation of pre‑sales, marketing, and service systems by triaging and resolving incidents, managing user access and configuration, supporting data quality, and maintaining reliable integrations between CRM, Emarsys, Zendesk, and SAP Business One. The role will also support codeless BPA workflows that automate CRM ↔ SAP Business One processes, including master data synchronisation (such as accounts, addresses and contacts) and transactional Quote‑to‑Order updates as well as marketing data integrations.

Duties and Responsibilities

CRM & Emarsys – Specific

• Deliver L1/L2 support across CRM, Emarsys and Zendesk, resolving issues with access, permissions, layouts, workflows and data synchronisation.
• Maintain user accounts, roles, teams, groups, signatures and permission sets.
• Handle standard configuration updates (fields, layouts, forms, ticket fields, marketing segments and user groups).
• Support queries relating to accounts, contacts, opportunities and activities.
• Maintain views, filters, lists, layouts and validation rules.
• Provide first‑line support for renewals and quote processes.
• Assist the BA team with UAT preparation for sales and renewals workflows.
• Support segmentation, contact lists/sync, email templates, automated journeys and campaign‑related issues.
• Maintain daily Emarsys operations including CRM contact sync and troubleshooting data ingestion.
• Assist in maintaining relational data tables, mappings and field definitions.
• Provide L1 support for deliverability, unsubscribes, subscription preferences, opt‑ins and GDPR‑related queries.
• Work with Marketing and IT to maintain data quality and consistency across CRM, Emarsys, Zendesk and SAP Business One.
• Work with Marketing and IT to ensure data integrity between CRM, Emarsys, Zendesk, and B1.

Zendesk – Specific

• Support ticket routing, views, macros, triggers, automations, SLAs.
• Maintain ticket forms, help centre configuration, user profiles, agent roles.
• Assist CX teams with workflow issues and customer communication problems.

Data & Reporting

• Support operational reporting across CRM, Zendesk, and Emarsys (lists, dashboards, performance KPIs).
• Assist with bulk data corrections via approved templates.
• Conduct data hygiene tasks for contact, account, lead, and subscription data.

Automation & BPA Workflows (CRM ↔ B1 / Emarsys)

• Monitor codeless BPA workflows including:
• Investigate failed workflow runs, apply fixes if within L1/L2 remit, and escalate to L3 where required.
• Maintain workflow documentation and update configuration notes.
• Assist in improving reliability and performance of automation flows.

Change, Upgrades & Projects

• Log and manage incidents, service requests, and change requests using the service desk system.
• Assist in CRM, Emarsys, and Zendesk release testing, including:
• Support rollout of new features, fields, and user‑facing enhancements.

Collaboration & Governance

• Work closely with Sales, Inside Sales, Marketing, Customer Experience, Data, and IT colleagues.
• Ensure all work aligns with CRM, Emarsys, and CX roadmaps and data governance standards.
• Maintain accurate and up‑to‑date documentation and knowledge base articles.

Experience

• Minimum of 3 years of demonstrable experience in application support in at least 1 of SAP Sales Cloud, Emarsys Marketing or Zendesk .
• Exposure to SAP Business One and workflow automation tools (Codeless BPA, Make.com, Zapier, Power Automate, etc.) advantageous.

Skills and Qualifications

Technical Skills

• Basic understanding of CRM structures (accounts, contacts, activities, opportunities).
• Understanding of marketing automation concepts (segments, campaign flows, email templates, suppression lists).
• Familiarity with Zendesk Support configuration.
• Basic SQL / data manipulation skills desirable.
• Understanding of codeless BPA workflows desirable.

Functional / Professional Skills

• Strong attention to detail, process discipline, and clear documentation.
• Ability to analyse patterns, reproduce issues, identify root causes, and communicate findings effectively.
• Able to manage multiple priorities and work efficiently from a ticket queue.

Soft Skills

• Customer‑focused, patient, and clear communicator.
• Collaborative team player with strong interpersonal skills.
• Proactive and eager to learn new systems.
• Able to work independently and escalate appropriately.

Reporting to India AMS Manager, the successful candidate will be responsible for the sale of Service Contract / Spares Business to existing / new Peak clients. Additionally, in line with Peak’s strong customer service ethos, the role will involve implementing Aftersales customer service strategies and functions, further providing inputs to develop future strategies.

A. Job Functions

• Service plan sales / Spares Business
• Customer Experience
• Customer / OEM - Relationship Management
• Sales trend analysis and reporting

B. Key Tasks

• Nurturing relationships with OEMs & customers to retain loyalty whilst developing customer service opportunities.
• Meeting Service sales targets for order / Invoicing / collection
• Proactive sales of service plans within / under warranty for PAN India (New Contract Business Acquisition) to ensure service revenue from end user, OEM and distributors.
• Manage complete quote to cash process and update in CRM.
• Identification of up-sale and cross-sale opportunities.
• Develop commercial agreements & product portfolio with OEMs, key accounts.
• Travelling, Meeting, and assisting OEMs & customers time to time for developing relations and managing sales of service plans.
• Taking feedbacks & customer experience through regular connect calls.
• Regular connect with OEMs & Customers to enhance customer experience
• Maintaining records of Gas Generator locations and warranty registrations.
• Updating CRM system SAP with all relevant customer information and orders.
• Accurately preparing and recording sales orders and invoices using the company’s ERP system.
• Working closely with Peak service departments in logistically organising the facilitation of maintenance contracts.

C. Skills Required:

• Knowledge of Sales process and able to drive commercial discussions.
• Customer focussed – able to build relationships and gain trust.
• Able to manage relationships and team working.
• Self-motivated with the capacity to plan time effectively & prioritise.
• Communication – able to communicate clearly and accurately by adopting a range of styles at all levels of organisation.
• Resilience – remains effective in the face of pressure.
• Results driven, ability to manage personal and collective team targets

D. Qualifications & Experience 

• Graduate/ Diploma in Science / commerce (B.com) (Having PG in Science / Commerce/ Business is added advantage)
• At least 3-5 years of Experience in sales and 1-2 years direct experience of handling contract business/ payments will be added advantage

Peak Scientific is an equal opportunity employer and values diversity at our company. We welcome applications from all qualified individuals regardless of their religion and beliefs, race, sexual orientation, age, gender identity, disability or any other protected classification.

• Manufacture of complete units and sub-assemblies.
• Meet expected quality and productivity targets both of which will be a key measure of an individual’s performance.
• Process units & sub-assemblies through approved test procedures.
• Kit-pack of assemblies and complete units.

Key Duties

• Manufacture of air, oxygen, nitrogen & hydrogen generators.
• Manufacture generator sub-assemblies both mechanical & electrical
• Component testing (leaks & purity)
• Generator functionality test (including electrical, mechanical, leaks, purity/flow, etc)
• Fault find & analysis having technical & functional understanding
• Always observe & execute to Peak’s high-quality standards

• Always Observe & execute to Peak’s processes & work Instructions
• Engage with Engineering Team – ensuring integrity of BOM, Process, etc.
• Engaging with Materials & Warehouse Teams – ensuring stock integrity, expediting shortages, kitting – as required
• Engaging with QA dept. with regards to QA final inspection
• Report & escalate all issues back to your department manager while liaising with appropriate dept. for resolution
• Always comply with Peaks health and safety policy

Key Skills

• Manufacturing background and/or.
• Basic electrical knowledge – preparation of basic harness assembly incl. soldering and crimping techniques.
• Excellent Communication and interpersonal skills
• Self-motivating & team player
• Promoting Continuous Improvement

Territory Sales Singapore will be driving the Gas Generator sales & profitability within Singapore Territory. While managing business partners and direct customers, the individual will actively collaborate with Country Manager to identify the market needs & franchise sales and marketing strategies to achieve global business objectives.

Duties and Responsibilities

• Lead, develop and manage gas generator business in Singapore for Peak Scientific to achieve revenue targets.
• Develop and execute business strategies to enhance revenue, market penetration and win rates.
• Cultivate relationships with customers to ensure their needs are being met, uncover opportunities up/ cross selling opportunities while ensuing customer satisfaction.
• Collaborating with cross departments to ensure customers needs are met and delivered.
• Negotiating sales contract with customer and ensuring all terms and conditions are met without negatively impacting the revenue margin.
• Take full ownership on managing healthy sales funnel and provide sales forecast to support business understanding and supply chain.
• Utilize sales tools to profile and gather sales opportunity intelligence.
• Undertake Marketing support as and when required.
• Represent the company at relevant conferences and exhibitions to promote PEAK.

Experience

• Prior Sales experience and Proven track record in Scientific Instruments.
• Understanding of Singapore business culture and Government Tender Procedure.
• Knowledge of Gas Chromatography markets and applications would be beneficial.

Skills and Qualifications

• Degree in Business, Marketing, or related field.
• Minimum 5 years of work experience in similar role.
• Ability to effectively communicate with all areas of the business.
• Ability to make swift commercial decision benefiting the business.
• Excellent problem solver for both technical and commercial problems.
• Excellent interpersonal skills with the ability to motivate and ensure deadlines are met
• A strong business acumen

Overview
The Territory Sales Incharge will be responsible for driving business development and sales growth for
the Peak International Group product portfolio, including Peak Scientific, Peak Gas Generation,
and Noblegen, across Hong Kong and Malaysia. This role is critical in expanding both instrument
sales and aftermarket service sales by identifying new market opportunities and building a
strategically aligned, contractually managed distribution network.
The Territory Sales Incharge will collaborate closely with Regional Sales Managers, Market Development
specialist, distribution partners, and OEMs to deliver customer-focused solutions that drive
commercial success. The role requires a strong blend of technical knowledge, sales acumen, and
relationship management skills to ensure sustainable growth and enhanced market presence.

Duties and Responsibilities
 Develop and implement a comprehensive territory sales plan to drive revenue growth,
increase market penetration, and improve win rates, ensuring achievement of sales targets.
 Maintain strong engagement with business partners and customers within the assigned
territories to meet business objectives and uncover new opportunities.
 Conduct regular customer visits to understand their needs, provide tailored solutions, and
ensure high levels of satisfaction and retention.
 Monitor and analyze market trends, customer feedback, and competitive activity to identify
risks and opportunities, informing strategic business decisions.
 Work closely with internal teams to deliver customized sales and service solutions that
accelerate the sales cycle and support commercial success.
 Take ownership of the sales pipeline, ensuring a healthy funnel and providing accurate
forecasts to support business planning and supply chain alignment.
 Negotiate and manage distributor agreements, ensuring pricing compliance and alignment
with company policies to support long-term business sustainability.
 Provide training, tools, and ongoing support to distribution partners to enhance their
capabilities and performance.
 Utilize CRM and sales tools to profile prospects, track opportunities, and gather actionable
market intelligence.
 Build and nurture strong customer relationships to identify cross-selling and upselling
opportunities that drive incremental value.
 Represent the company and support distributors at trade shows, product demonstrations,
and industry events. Manage lead generation and follow-up from these engagements.
 Travel as required to support business activities, including customer visits, OEM
engagements, distributor training, and relationship development.
 

Experience
 Proven track record in identifying growth opportunities, developing go-to-market strategies,
and driving revenue through new market penetration and strategic partnerships.
 Experienced in leading sales initiatives, managing sales pipelines, forecasting revenue, and
collaborating with cross-functional teams to achieve commercial objectives.
 Demonstrated success in growing service sales through customer retention strategies,
service contract upselling, and lifecycle support programs.
 Strong understanding of business culture, regulatory environments, and Government Tender
Procedures within assigned territories (e.g., Hong Kong and Malaysia).
 Proven ability to build and maintain long-term customer relationships, ensuring satisfaction
and identifying opportunities for cross-selling and upselling.
 Experience in selling complex, technical, or capital equipment solutions, ideally within the
scientific instrumentation or industrial gas generation sectors and related markets and
industries.
 Experienced in selling both CapEx and OpEx-based solutions tailored to customer needs.
 Experience representing the company at industry events, managing lead generation, and
converting opportunities into sales.

Skills and Qualifications
 Adept at aligning technical solutions with commercial goals to drive customer satisfaction
and business success.
 Friendly, approachable, and service-oriented, with a strong focus on delivering high levels of
customer engagement and satisfaction.
 Skilled in building, onboarding, and managing high-performing distributor networks,
including performance monitoring and aligning partners with business goals.
 Excellent interpersonal skills with a proven ability to develop and maintain long-term, trust based
relationships.
 Capable of resolving both technical and commercial challenges with practical, results-driven
solutions.
 Technically astute with hands-on experience in complex, project-based sales environments.
 Embraces a cooperative working style, shares knowledge openly, and contributes to a
positive and process-driven team environment.
 Strong verbal and written communication skills, capable of presenting complex or technical
information clearly and concisely.
 Comfortable working across diverse cultures within assigned territories, with strong crosscultural
communication skills and adaptability.
 A proactive self-starter with a “do what it takes” attitude, committed to achieving
sustainable and measurable outcomes.
 Maintains composure and professionalism in high-pressure situations, demonstrating
emotional intelligence and self-control.

Duties and Responsibilities

• Identify and research new markets, analyze industry trends, and understand customer needs to develop targeted strategies that drive profitable sales growth.
• Maintain a high level of engagement with business partners and customers to meet objectives and uncover opportunities that align with business requirements.
• Partner with Territory Sales Managers to design and execute strategies that enhance revenue, increase market penetration, and improve win rates.
• Collaborate with the Head of Business and Country Manager to deliver tailored sales solutions that accelerate the sales cycle and ensure commercial success.
• Monitor and discuss market prospects, emerging trends, customer concerns, and potential business threats to inform strategic decisions.
• Take ownership of maintaining a healthy sales funnel and provide accurate sales forecasts to support business planning and supply chain operations.
• Leverage sales tools to profile prospects and gather actionable intelligence on sales opportunities.
• Foster strong relationships with customers to ensure their needs are met and identify opportunities for cross-selling and upselling.
• Represent the company and support distributors at trade exhibitions, product demonstrations, and industry events. Manage lead generation and follow-up activities from these engagements.
• Travel as needed to support business activities including customer visits, OEM engagements, distributor training, and relationship management.

Experience

• Proven track record in identifying growth opportunities, developing go-to-market strategies, and driving revenue through new market penetration and strategic partnerships.
• Skilled in building and managing high-performing distributor networks, including onboarding, performance monitoring, and aligning partners with business objectives.
• Experienced in leading sales initiatives, managing pipelines, forecasting, and collaborating with cross-functional teams to achieve commercial goals and enhance customer satisfaction.

Skills and Qualifications

• Adept at aligning technical solutions with commercial goals to drive customer satisfaction and business success.
• Friendly, approachable, and service-oriented, with a strong focus on delivering high levels of customer engagement and satisfaction.
• Excellent interpersonal skills with a proven ability to develop and maintain long-term, trust based relationships.
• Skilled in resolving both technical and commercial challenges with practical, results-driven solutions.
• Technically astute with experience in complex, project-based sales environments.
• Solid understanding of industrial gases, on-site gas generation, air compressors, and related markets and industries.
• Experienced in selling both CapEx and OpEx-based solutions tailored to customer needs.
• Embraces a cooperative working style, shares knowledge openly, and contributes to a positive and process-driven team environment.
• Strong verbal and written communication skills, capable of presenting complex or technical information clearly and concisely.
• Comfortable working across diverse cultures within Southeast Asia, with strong crosscultural communication skills
• A proactive self-starter with a “do what it takes” attitude, committed to achieving sustainable and measurable outcomes.
• Maintains composure and professionalism in high-pressure situations, demonstrating emotional intelligence and self-control.

Westford, MA - Hybrid role, 3 days onsite

Estimated Annual Base Salary: $110,000-$140,000

Peak Scientific

PEAK Scientific is a leading nitrogen generator manufacturer and global expert in high-performance nitrogen gas generator and hydrogen gas generator systems for LC-MS, GC, GC-MS and other applications used in laboratories around the world. Putting our customers first is at the heart of everything we do which is why we help lower operational costs, reduce environmental impact and remove the uncertainty and inconvenience of traditional recurring gas supply with an in-house gas generation solution from PEAK Scientific.

Job Overview

Responsible for operational execution of marketing and customer service strategy, providing day-to-day management, prioritisation and resourcing of regional marketing and customer service teams and manage the implementation of PEAK International Group brands’ messaging and regional brand identity. Ensure marketing effectiveness and customer service best practice adhered to, supporting regional business objectives and driving regional sales through demand generation, customer acquisition and best-in-class customer service. Execute planned marketing activities including, but not exclusive to events; online/offline promotion; co-marketing with key partners and localised advertising, executed to deliver maximum ROI.

Key Duties

• Manage regional function, supporting with necessary training and with effective objectives in line with strategic direction from General Manager and Group Head of Marketing
• Lead promotional activities to drive awareness of PEAK Group products within target markets
• Monitor and ensure regional business unit compliance with ISO:9001 2015 standard operating procedure for complaint and feedback handling
• Discover root cause and implement resolutions working closely with key stakeholders to achieve successful outcomes for customers and prevent reoccurrence
• Monitor and drive local internal understanding of Net Promoter Score, best practice customer service and Zendesk adherence
• Develop local customer journey mapping, creating recommendations and action improvements to enhance the overall customer experience
• Report complaints, NPS and resolutions to General Manager and key internal stakeholders
• Drive demand generation and new customer acquisition, working closely with regional sales
• Gather and distribute relevant market, competitor and customer intelligence to key internal stakeholders using data effectively to drive marketing effectiveness
• Develop marketing localisation to suit key regional markets and channel partners
• Deliver maximum ROI from regional marketing budget in line with set KPIs and objectives
• Reporting of regional marketing KPIs and activities to senior management
• Engage proactively with key external stakeholders unlocking collaborative marketing opportunities and business intelligence
• Foster strong working relationships with internal functions as well as regional and group teams, encouraging interactions at all levels to ensure effective support and business cohesion

Team Management

• Monitor and manage work level and performance standards (including but not limited to marketing KPIs, PDO attainment, attendance, conduct, expense control, etc.)
• Ensure all unauthorised/unplanned absences are effectively managed
• Motivate and encourage your team to realize their full potential and delivering on PDOs
• Proactively manage and monitor individual and team performance to ensure work objectives and standards are achieved and formally address sub-standard performance quickly and constructively, in line with policy
• Actively seek to develop the skills and capabilities of the team addressing any skills gaps identified

Key Skills

• Experience in Marketing and/or Customer Service Management role for min 5 years
• Technical ability to oversee current activity and drive progress
• Experience working to ISO:9001 2015 standards and complaint procedures beneficial
• Experience working with customer service platforms such as Zendesk advantageous
• Good working knowledge of NPS and customer service best practice
• Strong organizational skills and close attention to detail
• Ability to effectively present information and respond to questions from colleagues, customers and the media
• Ability to solve practical problems
• Grounded understanding and working experience of marketing strategy and tactical execution
• Ability to get the best from your team
• Experience in commercial and/or life sciences advantageous

Living by the Peak Values

• Put Customer First, keep customer needs at the heart of every decision and action
• Be Innovative, always curious and open to new ideas and better ways of doing things
• Stay Agile, be responsive and make timely, considered and well-informed decisions taking accountability for the outcomes
• Always Respectful, kind and supportive, always look for the best in each other and strive to help one another do a better job
• Show Pride & Passion, be proud about what we do and enjoy our work

Peak Scientific is an equal opportunity employer and does not discriminate on the basis of race, color, religion or creed, national or ethnic origin, gender, sexual orientation, genetic background, age, disability, military service, or any category protected under applicable law in its hiring, employment or other programs and activities.

• Experience in a customer-facing quality role.
• Strong problem-solving skills
• People Management experience
• Experience supporting or leading Quality Management Systems.
• Working knowledge of ISO 9001.
• Knowledge of quality and continuous improvement tools such as 8D, Six Sigma and Lean Manufacturing.
• Excellent organisational skills and attention to detail
• Strong interpersonal skills with the ability to work across technical, design and operations teams.
• ISO 9001:2015 internal auditor training

Westford, MA - Onsite Monday-Friday

Estimated Base Salary: $90,000 - $125,000

Peak Scientific

PEAK Scientific is a leading nitrogen generator manufacturer and global expert in high-performance nitrogen gas generator and hydrogen gas generator systems for LC-MS, GC, GC-MS and other applications used in laboratories around the world. Putting our customers first is at the heart of everything we do which is why we help lower operational costs, reduce environmental impact and remove the uncertainty and inconvenience of traditional recurring gas supply with an in-house gas generation solution from PEAK Scientific.

Job Overview

The Warehouse & Logistics Manager is accountable for the end-to-end management of all warehouse operations and inbound/outbound logistics across North America, ensuring goods move efficiently, safely, and compliantly from receipt through to successful customer delivery.

This role owns the day-to-day running of the warehouse facility — including inventory control, goods-in and goods-out processing, storage optimization, health and safety, and scheduling, driving continuous improvement across the logistics function.

A core part of the role is ownership of Logistics KPIs, including on-time-in-full (OTIF) delivery, order fulfilment accuracy, freight cost, and carrier performance to agreed service levels. The manager is expected to track, report, and act on these metrics regularly, identifying root causes of underperformance and implementing corrective and preventative actions in collaboration with carriers, freight forwarders, and internal stakeholders. Cost control and process efficiency are priorities, alongside maintaining service levels.

The role also carries direct responsibility for Trade Compliance across all North American import and export activity. This includes determining and validating country of origin for goods moving into and out of the region, ensuring correct commodity/HTS code classification is applied and maintained in SAP, and managing the calculation and accuracy of import duties and taxes. The manager works closely with freight forwarders/customs brokers to ensure documentation (commercial invoices, certificates of origin, customs entries) are accurate and compliant with U.S. and Canadian import regulations, and stays current on any changes in tariff schedules, trade agreements and regulatory requirements that could affect landed cost, clearance timelines, fiscal compliance and documentation. This blend of operational logistics management and regulatory compliance oversight makes the role both hands-on and strategically important to protect the business from customs delays, penalties, or cost overruns.

Duties and Responsibilities

Strategy and Development

• Continuously evolve carrier strategy and mode for cost efficiency and carbon footprint reduction
• Develop a trade compliance framework (processes, controls and training) in line with group-wide compliance objectives and foster trade compliance networks in territory.
• Continuous improvement of warehouse operations, Lean Six Sigma
• Policies and process documentation, developing S&OP’s, working policies.
• Build stakeholder network – group logistics, trade compliance, service and procurement to align local process to group strategy.
• Risk and resilience planning – service levels and continuity plans for the region.
• Support budgeting, input into annual logistics/warehouse budget setting and capital investment.
• Talent and succession planning – building team capability, training plans, and succession pipeline within the logistics/warehouse team.

General and Task Management

• Own day-to-day running of the warehouse facility, including goods-in, put-away, picking, packing, and dispatch.
• Maintain inventory accuracy through cycle counting, stock reconciliation, and root-cause resolution of variances.
• Optimize warehouse layout, storage capacity, and workflow to support throughput and cost efficiency.
• Manage warehouse workforce planning, scheduling, and performance
• Ensure health, safety, and regulatory standards are met across all warehouse activity.
• Own and report against logistics KPIs, including OTIF delivery, fulfilment accuracy, freight cost, and carrier performance.
• Manage relationships with carriers, freight forwarders, and third-party logistics providers, including SLA and rate reviews.
• Identify root causes of KPI underperformance and lead corrective action plans with internal and external stakeholders.
• Drive continuous improvement initiatives to reduce cost-to-serve and improve delivery reliability and to reduce carbon footprint.
• Support demand planning and inventory positioning to maintain service levels through volume fluctuations.
• Determine and validate country of origin for goods imported into and exported from the region.
• Ensure correct commodity/HTS code classification is applied and maintained across the product range, maintained in SAP.
• Manage the accuracy of import duty and tax calculation, working with customs brokers to control landed cost.
• Ensure customs documentation (commercial invoices, certificates of origin, customs entries) is accurate, complete, and audit-ready.
• Monitor changes in U.S. and Canadian trade regulation, tariff schedules, and trade agreements and assess business impact.
• Escalate and manage resolution of customs compliance issues, working cross-functionally with group trade compliance where required.
• Accountability for the end-to-end coordination of Dangerous Goods shipments, ensuring compliance with IATA/ADR regulations and accurate documentation throughout.

Requirements

• Minium 3 years’ experience managing logistics and warehouse operations in a manufacturing, and/or distribution environment.
• Demonstrated experience in North American import/export compliance, including customs classification and duty management, HTS classification, and country of origin rules.
• Track record of managing carriers, freight forwarders, and third-party logistics providers
• Experience managing and developing a warehouse team.
• Demonstrated Health & Safety acumen, fostering a safety-first culture.
• Strong analytical skills, with the ability to interpret KPI data and drive corrective action.
• Proficient with warehouse management systems (WMS) and ERP platforms (SAP).
• Clear, confident communicator able to work cross-functionally with operations, service, sales, and group trade compliance as well as external stakeholders
• Familiarity with safety standards and compliance requirements
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and meet deadlines.

Living by the Peak Values

• Put Customer First, keep customer needs at the heart of every decision and action
• Be Innovative, always curious and open to new ideas and better ways of doing things
• Stay Agile, be responsive and make timely, considered and well-informed decisions taking accountability for the outcomes
• Always Respectful, kind and supportive, always look for the best in each other and strive to help one another do a better job
• Show Pride & Passion, be proud about what we do and enjoy our work

Peak Scientific is an equal opportunity employer and does not discriminate on the basis of race, color, religion or creed, national or ethnic origin, gender, sexual orientation, genetic background, age, disability, military service, or any category protected under applicable law in its hiring, employment or other programs and activities.