Service Manager

  • Job ref:


  • Location:

    Shelton, United States

  • Sector:

  • Contact:

    Samantha Barry

  • Published:

    about 2 years ago

  • Consultant:


Job Description

For almost 50 years, Lighthouse Professional Services has worked to provide full-service consulting and staffing partnerships to clients in Connecticut, Massachusetts, Rhode Island, New Hampshire, and the Carolinas. Our innovative solutions can reach all areas within your firm including: Administrative, Information Technology, Engineering, Finance, Clerical and Light Industrial.

Lighthouse Professional Services committed to the success of the companies, candidates and employees we serve. We invest in excellent working partnerships, powered by people.

We are currently seeking a Service Manager in Shelton, CT.

Position Summary and Special Duties:

We are looking for a highly qualified and well-organized Service Manager. This role will be based in our Shelton, Connecticut headquarters. The individual in this role will report directly to the President and be a critical member of the management team. This role leads the service team in setting strategic priorities, managing customer relationships, promoting strong customer service techniques, aiding the sales and applications teams with demonstration of devices and technical support, and maintaining the performance of service maintenance.  

The Service Manager will lead a team of inhouse and regional service employees and have responsibility for setting all the assigned KPIs and managing the team’s performance. This role will also partner with the President to review processes to recommend and implement changes in order to increase revenue and profitability.  

Key Responsibilities: 

  • Determines the strategy and structure for the service team 

  • Builds service department as an independent profit center with a strong service contract program plus post-warranty billable parts & labor  

  • Creates offers and contracts for service maintenance and renewal of old contracts 

  • Responsible for customer portfolio management 

  • Oversees spare parts inventory management 

  • Manages field and in-house service for instrumentation 

  • Leads quality control for instruments coming in from factory 

  • Directs and trains the inhouse and field service team (currently 8 employees) on Milestone processes and procedures 

  • Maintains service database and implements practices to optimize client response time, client satisfaction, and customer loyalty 

  • Partners with managers in Operations, Sales and Applications to grow the company and meet organizational goals 

  • Facilitates communication between the US Headquarters and European Tech Center 

Candidates should possess the following attributes: 

  • Bachelor's degree in electronics/electrical engineering, chemistry, or related field, with at least 5 years field service/technical experience in analytical instrumentation 

  • Previous experience as a successful manager leading and developing a team in a technical or customer service capacity a must; experience in chemical analysis a plus 

  • Demonstrate strong ability to manage relationships and maintain a customer-centric mindset in a fast-paced environment 

  • Experience developing KPIs and incentive programs to meet company revenue goals  

  • Excellent communication, both oral and written 

  • Team player with problem-solving skills that create win-win situations for our company and our client base 

  • Flexible, organized and task oriented 

  • Strategic mindset with excellent attention to detail 

  • Strong facilitation, influencing, and technical training skills 

  • Ability to travel regionally with some national/international 

  • Computer skills including Microsoft Office 

Qualified candidates are encouraged to apply immediately!

Please include a clean copy of your resume and salary expectations and any references.

Submit resumes to: