Service Operations Manager

2 weeks ago


Reston, Virginia, United States Milestone Inc. Full time

About Milestone Inc.

Milestone Inc. is a leading provider of innovative solutions for laboratories worldwide. Our mission is to deliver integrated solutions that simplify laboratory operations, making them faster, safer, and more efficient.

Service Manager Role

We are seeking a highly experienced Service Manager to oversee the efficient operation of our field service team. The ideal candidate will have a strong background in electronics or electro-mechanical engineering and a deep understanding of analytical instrument systems.

Key Responsibilities

  • Lead by example in delivering exceptional customer service and embodying Milestone's client-centric DNA.
  • Ensure timely and successful completion of work orders, preventative maintenance, and drive post-sales revenue growth.
  • Monitor and analyze key performance indicators (KPIs) for the field service team and implement strategies to improve performance and customer satisfaction.
  • Manage field van inventory, expenses, and scheduling to maximize productivity and minimize downtime and expenses.
  • Optimize processes and procedures to enhance the efficiency and effectiveness of the service department.
  • Foster a culture of continuous improvement and professional development within the service department.
  • Stay up-to-date with industry trends and advancements in analytical instrument systems to provide expert guidance and support to the team.

Requirements

  • Bachelor's Degree in Electromechanical or related field.
  • Minimum 5 years of experience in a service management role within the analytical instrument or life science industry.
  • Strong technical knowledge and understanding of analytical instrument systems.
  • Exceptional communication and interpersonal skills.
  • Proven track record of successfully managing and leading a field service team.
  • Excellent problem-solving and decision-making skills.
  • Strong organizational and time management skills.
  • Proficiency in using service management software and tools.


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