Service Manager

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

Science Within Reach. Careers That Make an Impact.

Service Manager

Copia Scientific is seeking an experienced Service Manager to lead and support our growing service organization based out of our Taunton, MA headquarters. This is a full-time, in-office position requiring a hands-on leader who is comfortable managing people, schedules, and service execution in a fast-paced environment.

This role oversees up to 15 Field Service Engineers and is responsible for day-to-day service operations, technician performance, customer satisfaction, and continuous improvement. Remote or hybrid work is not available for this position.

What You’ll Do

Service Operations & Execution

• Manage daily service operations including scheduling, dispatching, resource allocation, and workload planning
• Ensure timely and high-quality completion of installations, preventive maintenance, and repairs
• Plan and manage service parts, materials, and inventory needs
• Monitor service KPIs including response time, utilization, backlog, first-time fix rate, and cost control
• Ensure service documentation, reporting, and processes are followed consistently
• Directly supervise, coach, and support up to 15 Field Service Engineers
• Conduct one-on-ones, performance reviews, and corrective actions as needed
• Support onboarding, training, and ongoing development of technical staff
• Lead by presence-actively engaged with the team on a daily basis

Customer & Cross-Functional Support

• Serve as the primary escalation point for service-related customer issues
• Coordinate closely with Sales, Operations, and Leadership on service priorities and customer needs
• Identify and implement practical improvements to service workflows and execution

What We're Looking For

• 10+ years of experience in field service, technical service, or service operations
• 5+ years of experience managing field service engineers or technicians
• Experience supporting life science capital equipment, laboratory equipment, automation, or electromechanical systems
• Strong understanding of service scheduling, dispatching, field logistics, and customer service
• Proven ability to lead teams, hold people accountable, and resolve escalations
• Comfortable working in a growing, operationally driven organization
• Experience using service management systems, CRM, or ERP tools

Preferred Technical Background

Experience supporting equipment such as:

• Lab Automation (Brooks, HighRes Bio, Thermo Fisher)
• Automation Peripherals (Azenta, Brooks, Liconic, Thermo Fisher)
• Schedule: Full-time, in-office
• Travel: Occasional customer site visits
• Local candidates only - must live within reasonable commuting distance

Why Copia Scientific

• Growing company in the life sciences and laboratory equipment space
• Hands-on leadership role with real responsibility and impact
• Practical, execution-focused work environment
• Team-oriented culture with clear expectations and accountability
• Competitive salary based on experience
• Health, dental, and vision insurance
• Paid time off and holidays
• 401(k) with company participation
• Long-term opportunity with a stable, growing organization