Technical Service and Support Manager

About the role

The Technical Service and Support Manager will lead service operations for scientific cold storage systems and laboratory equipment, ensuring exceptional service delivery and customer satisfaction.

Responsibilities

• Provide strategic leadership and direction for all technical service and support operations, aligning with business objectives and customer needs
• Ensure exceptional service delivery, response times, and customer satisfaction across all service channels
• Establish service level agreements (SLAs) and key performance indicators (KPIs) to measure and drive service excellence
• Serve as executive escalation point for critical customer issues and complex technical problems
• Maintain deep technical expertise in scientific cold storage systems, ultra-low temperature freezers, laboratory refrigeration, and related scientific equipment
• Lead, develop, and mentor in-house field service engineers and technical support specialists
• Design organizational structure, staffing models, and territory coverage to optimize service delivery
• Foster a culture of technical excellence, customer focus, and continuous improvement
• Foster relationships with authorized third-party service providers and field service agents to drive network capacity and coverage
• Oversee parts sales department operations including demand forecasting, planning, pricing, quoting, availability, and order fulfillment
• Develop and manage relationships with authorized third-party service providers and field service agents to drive network capacity and coverage
• Establish parts distribution network and logistics to ensure rapid delivery
• Drive aftermarket parts revenue growth and margin improvement initiatives
• Design and implement comprehensive warranty program covering products and services including establishment of warranty policies, claim processes, and approval workflows
• Develop analytics and reporting to track warranty costs, trends, and opportunities
• Use warranty data to identify product quality issues and drive design improvements
• Champion the use of technology and digital tools to enhance service operations and customer experience
• Utilize data analytics and business intelligence to drive decision-making and continuous improvement
• Develop and implement customer communication strategies and best practices across service touchpoints
• Provide regular business reporting and analytics to executive leadership
• Ensure all service operations comply with relevant regulations and industry standards for scientific equipment
• Manage regulatory compliance for servicing regulated laboratory and cold storage equipment

Requirements

• Bachelor's degree in Engineering, Life Sciences, or equivalent related technical field
• Minimum 10+ years of progressive experience in technical service management, with at least 8 years in scientific cold storage, laboratory equipment, or related scientific instrumentation
• Track record of successful global warranty program implementation and ERP system integration
• Strong technical knowledge of ultra-low temperature refrigeration, laboratory cold storage systems, and scientific equipment or similarly complex technologies
• Expertise in digital transformation, and technology deployment in service operations

Qualifications

• Background in regulated industries (pharmaceutical, biotech, healthcare, research)
• Certifications in refrigeration, HVAC, or relevant technical areas
• Experience with Six Sigma or Lean certification
• Experience with service management platforms (Salesforce Service Cloud, ServiceNow, etc.)
• International or multi-regional service operations experience
• Strong business acumen with P&L and budget management experience
• Knowledge of FDA, GMP, ISO, and other regulatory requirements for scientific equipment

Skills & Abilities

• Scientific cold storage systems and ultra-low temperature technology
• Laboratory refrigeration and environmental control equipment
• Refrigeration systems, compressor technology, and temperature control
• IoT, remote monitoring, and predictive maintenance technologies
• ERP systems integration and data architecture
• CRM and service management software platforms
• Warranty management systems and analytics
• Parts inventory management and supply chain optimization
• Team building and talent development
• Change management and digital transformation
• Customer focus and relationship management
• Technology adoption and innovation