Technical Service And Support ManagerStandex International is a global industrial growth company operating through our market-leading brands in electronics, cutting-edge forming technologies, engraving, and scientific refrigeration. We work with our customers to advance progress through innovation. From inventing and producing parts for next-generation space vehicles to evolving vaccine refrigeration, designing functional textures for everyday products, improving renewable energy technology, and much more, we are focused on making what's next possible.
Standex Scientific is a provider of specialty temperature-controlled equipment for the medical, scientific, pharmaceutical, biotech, and industrial markets. The group designs and produces its products in Summerville, SC. Our product portfolio is used to control the temperatures of critical healthcare products, medications, vaccines, and laboratory samples.
We focus on solving customer problems for these critical applications and deliver innovative products and solutions meeting the unique needs of our customers.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 DoProvide strategic leadership and direction for all technical service and support operations, aligning with business objectives and customer needsEnsure exceptional service delivery, response times, and customer satisfaction across all service channelsEstablish service level agreements (SLAs) and key performance indicators (KPIs) to measure and drive service excellenceServe as executive escalation point for critical customer issues and complex technical problemsMaintain deep technical expertise in scientific cold storage systems, ultra-low temperature freezers, laboratory refrigeration, and related scientific equipmentLead, develop, and mentor in-house field service engineers and technical support specialistsDesign organizational structure, staffing models, and territory coverage to optimize service deliveryFoster a culture of technical excellence, customer focus, and continuous improvementDevelop 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 growthMonitor partner performance through scorecards, audits, business reviews, and customer feedback mechanismsOversee parts sales department operations including demand forecasting, planning, pricing, quoting, availability, and order fulfillmentEstablish parts distribution network and logistics to ensure rapid deliveryDrive aftermarket parts revenue growth and margin improvement initiativesDesign and implement comprehensive warranty program covering products and services including establishment of warranty policies, claim processes, and approval workflowsLead integration of warranty management system with existing ERP platformDevelop analytics and reporting to track warranty costs, trends, and opportunitiesUse warranty data to identify product quality issues and drive design improvementsChampion the use of technology and digital tools to enhance service operations and customer experienceUtilize data analytics and business intelligence to drive decision-making and continuous improvementDevelop and implement customer communication strategies and best practices across service touchpointsDevelop and manage department budget including labor, parts inventory, warranty expense, and operating costsProvide regular business reporting and analytics to executive leadershipEnsure all service operations comply with relevant regulations and industry standards for scientific equipmentManage regulatory compliance for servicing regulated laboratory and cold storage equipmentWhat You'll BringBachelor's degree in Engineering, Life Sciences, or equivalent related technical fieldMinimum 10+ years of progressive experience in technical service management, with at least 8 years in scientific cold storage, laboratory equipment, or related scientific instrumentationExperience managing parts sales operations and inventory managementTrack record of successful global warranty program implementation and ERP system integrationStrong technical knowledge of ultra-low temperature refrigeration, laboratory cold storage systems, and scientific equipment or similarly complex technologiesExpertise in digital transformation, and technology deployment in service operationsWhat We ValueBackground in regulated industries (pharmaceutical, biotech, healthcare, research)Certifications in refrigeration, HVAC, or relevant technical areasExperience with Six Sigma or Lean certificationExperience with service management platforms (Salesforce Service Cloud, ServiceNow, etc.)International or multi-regional service operations experienceStrong business acumen with P&L and budget management experienceKnowledge of FDA, GMP, ISO, and other regulatory requirements for scientific equipmentKnowledge/Skills/AbilitiesScientific cold storage systems and ultra-low temperature technologyLaboratory refrigeration and environmental control equipmentRefrigeration systems, compressor technology, and temperature controlIoT, remote monitoring, and predictive maintenance technologiesERP systems integration and data architectureCRM and service management software platformsWarranty management systems and analyticsParts inventory management and supply chain optimizationTeam building and talent developmentChange management and digital transformationCustomer focus and relationship managementTechnology adoption and innovationEqual Opportunity Employer.
We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.