Technical Service and Support Manager

We are seeking a highly experienced Technical Service and Support Manager to lead our service operations for scientific cold storage systems and laboratory equipment. This role requires deep technical expertise combined with proven leadership in managing in-house service teams, third-party field service networks, parts operations, and warranty programs. The ideal candidate will be a technology-forward leader who has successfully deployed digital solutions and ERP integrations to enhance service delivery and customer experience.

What You'll Do

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

Develop and manage relationships with authorized third-party service providers and field service agents to drive network capacity and coverage to support geographical expansion and customer growth

Monitor partner performance through scorecards, audits, business reviews, and customer feedback mechanisms

Oversee parts sales department operations including demand forecasting, planning, pricing, quoting, availability, and order fulfillment

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

Lead integration of warranty management system with existing ERP platform

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

Develop and manage department budget including labor, parts inventory, warranty expense, and operating costs

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

What You’ll Bring

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

Experience managing parts sales operations and inventory management

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

What We Value

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

Knowledge/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