Senior Field Service Operations Lead

Copia Scientific, Inc.; Taunton (MA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off and holidays

401(k) with company participation

Job summary

Copia Scientific, Inc. is seeking a seasoned Service Manager to lead our growing service organization from our Taunton, MA headquarters. This full-time, in-office role requires a hands-on leader who can manage people, schedules, and service execution in a fast-paced environment.

You will oversee up to 15 Field Service Engineers, focusing on installations, preventive maintenance, and repairs while driving KPIs and ensuring top-tier customer satisfaction in a remote-free setting.

Qualifications

• 10+ years in field service, technical service, or service operations.
• 5+ years managing field service engineers or technicians.
• Experience with life science capital equipment or laboratory automation.
• Strong scheduling, dispatch, and customer service skills.
• Ability to lead teams and resolve escalations.
• Comfortable in a growing, operations-driven environment.
• Experience using service management systems, CRM, or ERP tools.

Responsibilities

• Manage daily service operations including scheduling, dispatching, and workload planning.
• Ensure timely installations, preventive maintenance, and repairs.
• Plan and manage service parts, materials, and inventory.
• Monitor KPIs: response time, utilization, backlog, first-time fix rate, cost control.
• Ensure documentation and processes are followed.
• Supervise up to 15 Field Service Engineers and conduct reviews.
• Support onboarding and development of technical staff.
• Lead by presence and daily engagement with the team.
• Serve as escalation point for service-related customer issues.
• Coordinate with Sales, Operations, and Leadership on priorities.
• Identify and implement improvements to service workflows.

Skills

Field service management

People management

Service scheduling

Customer service

CRM/ERP tools

Team leadership

Life science equipment knowledge

Inventory management

Tools

CRM systems

ERP systems

Job description

Copia Scientific, Inc. is seeking a seasoned Service Manager to lead our growing service organization from our Taunton, MA headquarters. This full-time, in-office role requires a hands-on leader who can manage people, schedules, and service execution in a fast-paced environment.

You will oversee up to 15 Field Service Engineers, focusing on installations, preventive maintenance, and repairs while driving KPIs and ensuring top-tier customer satisfaction in a remote-free setting.