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Careers at Copia Scientific

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Service Manager​

Copia Scientific is seeking an experienced Service Manager to lead and support our growing service organization based out of our Taunton, MA headquarters. This is a full-time, in-office position requiring a hands-on leader who is comfortable managing people, schedules, and service execution in a fast-paced environment.

This role oversees up to 15 Field Service Engineers and is responsible for day-to-day service operations, technician performance, customer satisfaction, and continuous improvement. Remote or hybrid work is not available for this position.

What You’ll Do

Service Operations & Execution

  • Manage daily service operations including scheduling, dispatching, resource allocation, and workload planning
  • Ensure timely and high-quality completion of installations, preventive maintenance, and repairs
  • Plan and manage service parts, materials, and inventory needs
  • Monitor service KPIs including response time, utilization, backlog, first-time fix rate, and cost control
  • Ensure service documentation, reporting, and processes are followed consistently

Team Leadership & Development

  • Directly supervise, coach, and support up to 15 Field Service Engineers
  • Conduct one-on-ones, performance reviews, and corrective actions as needed
  • Support onboarding, training, and ongoing development of technical staff
  • Lead by presence—actively engaged with the team on a daily basis

Customer & Cross-Functional Support

  • Serve as the primary escalation point for service-related customer issues
  • Coordinate closely with Sales, Operations, and Leadership on service priorities and customer needs
  • Identify and implement practical improvements to service workflows and execution

What We’re Looking For

  • 10+ years of experience in field service, technical service, or service operations
  • 5+ years of experience managing field service engineers or technicians
  • Experience supporting life science capital equipment, laboratory equipment, automation, or electromechanical systems
  • Strong understanding of service scheduling, dispatching, field logistics, and customer service
  • Proven ability to lead teams, hold people accountable, and resolve escalations
  • Comfortable working in a growing, operationally driven organization
  • Experience using service management systems, CRM, or ERP tools

Preferred Technical Background

Experience supporting equipment such as:

  • Lab Automation (Brooks, HighRes Bio, Thermo Fisher)
  • Liquid Handlers (Agilent, Beckman Coulter, Hamilton, Tecan)
  • Microplate Readers & Imaging Systems (Agilent, BioTek, BMG, PerkinElmer)
  • Automation Peripherals (Azenta, Brooks, Liconic, Thermo Fisher)

Important Details

  • Location: Taunton, MA
  • Schedule: Full-time, in-office
  • Remote/Hybrid: Not available
  • Travel: Occasional customer site visits
  • Local candidates only – must live within reasonable commuting distance

Why Copia Scientific

  • Growing company in the life sciences and laboratory equipment space
  • Hands-on leadership role with real responsibility and impact
  • Practical, execution-focused work environment
  • Team-oriented culture with clear expectations and accountability

Compensation & Benefits

  • Competitive salary based on experience
  • Health, dental, and vision insurance
  • Paid time off and holidays
  • 401(k) with company participation
  • Long-term opportunity with a stable, growing organization

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