Service Operations Manager

Position Description:

Drive organizational growth by leading improvements in laboratory service and repair capabilities, lean processes, and quality systems.

Leadership Responsibilities:

• Provide strategic leadership across multiple locations, ensuring alignment of site‑level teams with organizational objectives, consistent performance, and a cohesive culture. Lead the implementation of standardized processes to support compliance and optimize resource allocation across geographically dispersed operations.
• Drive innovation in service operations by advancing technical practices, improving turnaround performance, and enabling productivity through emerging technologies. Partner with internal stakeholders and external auditors to maintain the integrity of quality systems and adherence to applicable standards.
• Lead the development and execution of repair capabilities to ensure high‑quality service delivery and technical excellence. Establish efficient workflows, training programs, and performance metrics to expand team competencies, improve turnaround time, and enhance customer satisfaction.
• Provide overall operational leadership by fostering a culture of empowerment and continuous improvement. Support organizational growth through mentoring, succession planning, cross‑training, and onboarding, and conduct performance evaluations that recognize achievements, identify development opportunities, and set clear objectives.

Customer Responsibilities:

• Drive a customer‑focused approach by delivering tailored solutions, incorporating feedback into service innovation, and resolving nonconformities with lasting corrective actions.
• Partner cross‑functionally with Sales to ensure alignment between service delivery, customer expectations, and business priorities.

Business Process Responsibilities:

• Manage P&L to achieve revenue, cost, and profitability targets.
• Develop budgets and financial plans that support strategic goals.
• Collaborate with Sales and Marketing to build business cases for market expansion and equipment investment.
• Champion a culture of continuous improvement across all levels.
• Apply lean enterprise tools to eliminate waste and enhance efficiency.
• Promote innovation and calculated risk-taking to set new standards within the industry.

Education and/or Experience:

• Bachelor’s degree from an accredited four-year institution, preferably in a technical discipline.
• Minimum of 7 years of experience in instrument calibration and repair, ideally in roles with increasing responsibility, or an equivalent combination of education and experience.