{"id":1971177,"url":"https://alion.io/job/standex-technical-service-and-support-manager","title":"Technical Service and Support Manager","company":{"id":2318981,"name":"Standex International","domain":"standex.com","url":"https://alion.io/company/standex-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Management","role_family":"Management","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Summerville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":104000,"max_usd":198000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":789},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false}],"status":"closed","first_seen_at":"2026-07-01T04:00:00Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-14T19:26:37Z","board_verified":false,"closed_at":"2026-10-14T19:26:37Z","days_open":105,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":105},"description":"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.\n\nWhat You'll Do\nProvide strategic leadership and direction for all technical service and support operations, aligning with business objectives and customer needs\nEnsure exceptional service delivery, response times, and customer satisfaction across all service channels\nEstablish service level agreements (SLAs) and key performance indicators (KPIs) to measure and drive service excellence\nServe as executive escalation point for critical customer issues and complex technical problems\nMaintain deep technical expertise in scientific cold storage systems, ultra-low temperature freezers, laboratory refrigeration, and related scientific equipment\nLead, develop, and mentor in-house field service engineers and technical support specialists\nDesign organizational structure, staffing models, and territory coverage to optimize service delivery\nFoster a culture of technical excellence, customer focus, and continuous improvement\nDevelop 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\nMonitor partner performance through scorecards, audits, business reviews, and customer feedback mechanisms\nOversee parts sales department operations including demand forecasting, planning, pricing, quoting, availability, and order fulfillment\nEstablish parts distribution network and logistics to ensure rapid delivery\nDrive aftermarket parts revenue growth and margin improvement initiatives\nDesign and implement comprehensive warranty program covering products and services including establishment of warranty policies, claim processes, and approval workflows\nLead integration of warranty management system with existing ERP platform\nDevelop analytics and reporting to track warranty costs, trends, and opportunities\nUse warranty data to identify product quality issues and drive design improvements\nChampion the use of technology and digital tools to enhance service operations and customer experience\nUtilize data analytics and business intelligence to drive decision-making and continuous improvement\nDevelop and implement customer communication strategies and best practices across service touchpoints\nDevelop and manage department budget including labor, parts inventory, warranty expense, and operating costs\nProvide regular business reporting and analytics to executive leadership\nEnsure all service operations comply with relevant regulations and industry standards for scientific equipment\nManage regulatory compliance for servicing regulated laboratory and cold storage equipment\n\nWhat You’ll Bring\nBachelor's degree in Engineering, Life Sciences, or equivalent related technical field\nMinimum 10+ years of progressive experience in technical service management, with at least 8 years in scientific cold storage, laboratory equipment, or related scientific instrumentation\nExperience managing parts sales operations and inventory management\nTrack record of successful global warranty program implementation and ERP system integration\nStrong technical knowledge of ultra-low temperature refrigeration, laboratory cold storage systems, and scientific equipment or similarly complex technologies\nExpertise in digital transformation, and technology deployment in service operations\n\nWhat We Value\nBackground in regulated industries (pharmaceutical, biotech, healthcare, research)\nCertifications in refrigeration, HVAC, or relevant technical areas\nExperience with Six Sigma or Lean certification\nExperience with service management platforms (Salesforce Service Cloud, ServiceNow, etc.)\nInternational or multi-regional service operations experience\nStrong business acumen with P&L and budget management experience\nKnowledge of FDA, GMP, ISO, and other regulatory requirements for scientific equipment\n\nKnowledge/Skills/Abilities\nScientific cold storage systems and ultra-low temperature technology\nLaboratory refrigeration and environmental control equipment\nRefrigeration systems, compressor technology, and temperature control\nIoT, remote monitoring, and predictive maintenance technologies\nERP systems integration and data architecture\nCRM and service management software platforms\nWarranty management systems and analytics\nParts inventory management and supply chain optimization\nTeam building and talent development\nChange management and digital transformation\nCustomer focus and relationship management\nTechnology adoption and innovation","description_format":"text","description_chars":5006,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hardware"],"lifecycle":[{"event":"open","at":"2026-10-06T19:20:43Z"},{"event":"close","at":"2026-10-14T19:26:37Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/standex-technical-service-and-support-manager","json_url":"https://alion.io/job/standex-technical-service-and-support-manager.json","meta":{"generated_at":"2026-10-15T11:09:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI 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