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Role Filled

Service Manager

Scientific Supplier
Engineers Field & Depot
New York/San Diego
$80,000 - $120,000

Role Overview

The Service Manager will be responsible for providing quality and efficient customer satisfaction, problem-solving resources, product and service information. They work as a liaison between the General Manager and service staff. The manager will drive accountability to following documented process and ensures that work is properly allocated and completed in a timely and accurate manner.

Role Requirements

General Accountabilities
· Provide leadership so they make the correct assumption and provide the right support to their service team.
· Connect operating processes to problem solving activities in the service department.
· Maintain a strong commitment to quality and customer service that exceeds customer expectations.
· Monitors technicians’ workloads and ensure technicians are performing tasks in an efficient manner.
· Resolves product service problems by clarifying the customer complaints, determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Escalates issues as necessary.
· Plan and organize routes based on geographic area, type of work, technician’s work schedules, etc.
· Assist in the development and implementation of ‘best practice’ processes across the company to ensure efficiency resulting in reduced costs and improved customer service.
· Assign and direct the workflow to ensure excellent service is delivered through appropriate service staff planning and schedule to meet/exceed all the department’s goals.
· Regular meetings with service staff along with team building activities.
· Responsible for driving training and performance to achieve service engineer excellence.
· Maintaining and providing the correct workstations and tools for the engineers to perform their tasks.
· Continually maintain a safe working environment through shop organization and proper tooling.
· Assist the sales department with scheduling information as necessary.
· Any other duties/tasks as assigned or requested by General Manger or CEO.

Person Specifications

· High School Diploma/GED – minimum
· Associate or bachelor’s degree – preferred
· Experience in instrumentation troubleshooting and repair of analytical equipment, accessories and peripheral devices associated
· Experience or exposure to chromatography / analytical science equipment
· Previous experience in leading a service team
· Strong documentation skills, attention to detail, multi-tasking
· Effective Communication in-Person, phone, or e-mail with domestic & international customers
· Excellent customer service, problem resolution, time management
· Delegation of daily activities of service team
· Prioritizing work load to align with companies goals and objectives.


· 401(k) matching
· Dental insurance
· Health insurance
· Paid time off
· Vision insurance


New York
Previous Listing
Date Updated
01 Apr 2024
Job reference
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Why Zenopa?

We aim to operate and maintain the following set of core values

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In house, contracting department.

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We liaise on your behalf

Required equipment, e.g. cars, laptops, mobiles, we negotiate with the employer source and manage these on your behalf.

Solid Industry Relationships

Our recruitment teams have built relationships with some of the UK’s most prestigious pharmaceutical companies

High Success Rate

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Systems that work for you

As an ISO 9000 organisation we have fully defined systems that are regularly audited. You can be assured we consistently following processes that deliver for all.