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.

What You'll Do

Provide strategic leadership and direction for all technical service and support operations, aligning with business objectives and customer needs
Ensure exceptional service delivery, response times, and customer satisfaction across all service channels
Establish service level agreements (SLAs) and key performance indicators (KPIs) to measure and drive service excellence
Serve as executive escalation point for critical customer issues and complex technical problems
Maintain deep technical expertise in scientific cold storage systems, ultra-low temperature freezers, laboratory refrigeration, and related scientific equipment
Lead, develop, and mentor in-house field service engineers and technical support specialists
Design organizational structure, staffing models, and territory coverage to optimize service delivery
Foster a culture of technical excellence, customer focus, and continuous improvement
Develop 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
Monitor partner performance through scorecards, audits, business reviews, and customer feedback mechanisms
Oversee parts sales department operations including demand forecasting, planning, pricing, quoting, availability, and order fulfillment
Establish parts distribution network and logistics to ensure rapid delivery
Drive aftermarket parts revenue growth and margin improvement initiatives
Design and implement comprehensive warranty program covering products and services including establishment of warranty policies, claim processes, and approval workflows
Lead integration of warranty management system with existing ERP platform
Develop analytics and reporting to track warranty costs, trends, and opportunities
Use warranty data to identify product quality issues and drive design improvements
Champion the use of technology and digital tools to enhance service operations and customer experience
Utilize data analytics and business intelligence to drive decision-making and continuous improvement
Develop and implement customer communication strategies and best practices across service touchpoints
Develop and manage department budget including labor, parts inventory, warranty expense, and operating costs
Provide regular business reporting and analytics to executive leadership
Ensure all service operations comply with relevant regulations and industry standards for scientific equipment
Manage regulatory compliance for servicing regulated laboratory and cold storage equipment

What You’ll Bring

Bachelor's degree in Engineering, Life Sciences, or equivalent related technical field
Minimum 10+ years of progressive experience in technical service management, with at least 8 years in scientific cold storage, laboratory equipment, or related scientific instrumentation
Experience managing parts sales operations and inventory management
Track record of successful global warranty program implementation and ERP system integration
Strong technical knowledge of ultra-low temperature refrigeration, laboratory cold storage systems, and scientific equipment or similarly complex technologies
Expertise in digital transformation, and technology deployment in service operations

What We Value

Background in regulated industries (pharmaceutical, biotech, healthcare, research)
Certifications in refrigeration, HVAC, or relevant technical areas
Experience with Six Sigma or Lean certification
Experience with service management platforms (Salesforce Service Cloud, ServiceNow, etc.)
International or multi-regional service operations experience
Strong business acumen with P&L and budget management experience
Knowledge of FDA, GMP, ISO, and other regulatory requirements for scientific equipment

Knowledge/Skills/Abilities

Scientific cold storage systems and ultra-low temperature technology
Laboratory refrigeration and environmental control equipment
Refrigeration systems, compressor technology, and temperature control
IoT, remote monitoring, and predictive maintenance technologies
ERP systems integration and data architecture
CRM and service management software platforms
Warranty management systems and analytics
Parts inventory management and supply chain optimization
Team building and talent development
Change management and digital transformation
Customer focus and relationship management
Technology adoption and innovation

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Professional development assistance
Referral program
Relocation assistance
Tuition reimbursement
Vision insurance

Education:

Bachelor's (Preferred)

Experience:

technical service managment: 10 years (Preferred)
scientific equipment/ instrumentation: 6 years (Required)

Ability to Commute:

Summerville, SC 29483 (Preferred)

Ability to Relocate:

Summerville, SC 29483: Relocate with an employer provided relocation package (Preferred)

Work Location: In person

Horizon Scientific

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Technical Service and Support Manager - Cold Storage