Service Manager

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