Our Client is seeking an experienced Service Manager to lead and support our growing service organization based out of Massachusetts headquarters. This is a full-time, in-office position requiring a hands-on leader who is comfortable managing people, schedules, and service execution in a fast-paced environment.
This role oversees up to 15 Field Service Engineers and is responsible for day-to-day service operations, technician performance, customer satisfaction, and continuous improvement. Remote or hybrid work is not available for this position.
What You’ll Do
Service Operations & Execution
- Manage daily service operations including scheduling, dispatching, resource allocation, and workload planning
- Ensure timely and high-quality completion of installations, preventive maintenance, and repairs
- Plan and manage service parts, materials, and inventory needs
- Monitor service KPIs including response time, utilization, backlog, first-time fix rate, and cost control
- Ensure service documentation, reporting, and processes are followed consistently
Team Leadership & Development
- Directly supervise, coach, and support up to 15 Field Service Engineers
- Conduct one-on-ones, performance reviews, and corrective actions as needed
- Support onboarding, training, and ongoing development of technical staff
- Lead by presence—actively engaged with the team on a daily basis
Customer & Cross-Functional Support
- Serve as the primary escalation point for service-related customer issues
- Coordinate closely with Sales, Operations, and Leadership on service priorities and customer needs
- Identify and implement practical improvements to service workflows and execution
What We’re Looking For
- 10+ years of experience in field service, technical service, or service operations
- 5+ years of experience managing field service engineers or technicians
- Experience supporting life science capital equipment, laboratory equipment, automation, or electromechanical systems
- Strong understanding of service scheduling, dispatching, field logistics, and customer service
- Proven ability to lead teams, hold people accountable, and resolve escalations
- Comfortable working in a growing, operationally driven organization
- Experience using service management systems, CRM, or ERP tools
Preferred Technical Background
Experience supporting equipment such as:
- Lab Automation (Brooks, HighRes Bio, Thermo Fisher)
- Liquid Handlers (Agilent, Beckman Coulter, Hamilton, Tecan)
- Microplate Readers & Imaging Systems (Agilent, BioTek, BMG, PerkinElmer)
- Automation Peripherals (Azenta, Brooks, Liconic, Thermo Fisher)
Compensation & Benefits
- Competitive salary based on experience
- Health, dental, and vision insurance
- Paid time off and holidays
- 401(k) with company participation
- Long-term opportunity with a stable, growing organization
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Consultant
Lexie Farrar
Lexie looks after our International Search division and primarily focuses on Precision Medicine, OMICS and CGT tools within the US and Europe. Lexie joined Jackson Hogg at the beginning of May 2024 with 4 years of experience in life science recruitment. She has worked with a variety of businesses in this area ranging from early stage startups to 5000+ people global organisations; on cross-functional roles from R&D to Sales.
Head of International Search
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