Service Operations Manager

Guided Search Partners (GSP) Guided Search Partners is an Executive Search firm built on Trust, Transparency, Specialization, and Long-term Relationships. We connect high-performing professionals with organizations that value people, performance, and growth—helping leaders find roles where they can make an impact and build meaningful careers.

We’re partnering with a well-established scientific equipment manufacturer seeking a Service Operations Manager in MA. The company has been in the U.S. for over 20 years and is part of a German organization with more than 100 years in business. The U.S. team includes roughly 34 people across the country and supports a strong install base in pharma, life science, clinical, industrial, food and beverage, and environmental markets.

This is a replacement role due to retirement. The Service Operations Manager will lead the service team, improve systems and workflow, support quality and regulatory structure, and help grow a service group that is still in its early stages.

You’ll manage day-to-day service operations while improving team structure, service systems, reporting, and efficiency.

Key areas of focus include:

• Manage the service team, including field service, tech support, and in-house repair
• Oversee scheduling, KPIs, service systems, and workflow design
• Support process optimization across service operations
• Grow the team by adding additional Field Service Engineers
• Develop tech support and make current systems more efficient
• Create quality system structure aligned with the parent company
• Build reporting systems with KPIs and management metrics
• Support quality and regulatory responsibilities
• Travel as needed and work onsite

You are a service operations leader who can manage people, improve processes, and bring structure to a growing team.

You understand both field service and in-house support, and you know how to balance customer needs, technician schedules, service metrics, and operational efficiency. You are comfortable working with scientific or clinical instruments and can help develop systems that support future growth.

You would do well here if you are hands‑on, organized, service‑minded, and able to improve workflow without losing sight of team development and customer support.

• Experience managing and supporting a service team
• Field service and in‑house service experience
• Experience with analytical, scientific, or clinical instruments
• Ability to work onsite and travel as needed
• Background driving revenue
• Experience with scheduling, KPIs, service systems, and process optimization
• Tech support development experience preferred
• Quality and regulatory background preferred
• Strong leadership, communication, and organizational skills

This role is important because the service organization is growing and needs stronger structure, reporting, and efficiency. The Service Operations Manager will help build out the team, improve support systems, and create quality and reporting processes that align with the broader organization. This is a strong opportunity for a service leader who wants to make a clear impact on team performance, customer support, and operational growth.