Service Manager

Field Service Manager

As Field Service Manager for our team in Europe, you will be responsible for leading and developing SPT Labtech's European Service organisation. You will oversee all aspects of service delivery, including field operations, customer support, installations, warranty and demand repairs, ensuring we provide exceptional service to our customers while meeting business and operational targets.

This role is pivotal in driving customer satisfaction, operational excellence, and continuous improvement across Europe. Working closely with Sales, Product Management, and Operations, you will foster collaboration and ensure service supports both customer needs and company strategy.

You'll ideally be located in the Cambridge, London or Oxford region.

Based in Melbourn, Cambridgeshire, United Kingdom, SPT Labtech makes products that transform the way scientists work. For decades, our expert scientists, engineers and business innovators have provided scientists with world-leading, innovative solutions for liquid handling, sample preparation, and sample management that help accelerate research and make a real difference to human health. We work collaboratively with our customers, building trusted relationships that enable us to deliver exceptional, personalised experiences designed for real-world challenges in the lab.

Want to be part of a team that's truly making a difference?

Your key responsibilities will include:

• Leading and managing the European Service organisation, including dispatch, SPT's Field Service Engineers, and a third party service provider.
• Delivering high-quality service operations to achieve business objectives and operational targets.
• Driving customer satisfaction through proactive feedback collection, fast response to escalations, and continuous improvement initiatives.
• Managing installations of new and demo equipment, warranty repairs, and refurbishment projects in line with SLAs.
• Coordinating FSE travel schedules while monitoring associated costs to ensure efficiency.
• Building close working relationships with Sales, Product Management, Manufacturing, and Operations to align on customer needs and business growth.
• Reporting on service performance, escalations, and key metrics to the VP of Aftersales and senior management.
• Visiting customers across Europe to build relationships, resolve issues, and represent SPT Labtech in a professional manner.
• Implementing and reinforcing best practices, including lean initiatives, 5S, Kaizen, and continuous process improvement.

Skills & Attributes

You will be:

• Goal-oriented with strong business acumen and a hands-on, "can-do" approach.
• An empathetic leader with a growth mindset, the ability to motivate, coach, and develop teams across multiple countries.
• Experienced in managing customer relationships and resolving escalated issues effectively.
• A confident communicator, capable of working across functions and cultures
• Analytical and structured, able to manage operational metrics while improving efficiency.
• Comfortable working independently, managing multiple priorities and travel commitments.

The essentials:

• Academic degree in Engineering and/or equivalent 5+ years experience in international service management roles within a high-technology engineering or life sciences engineering environment.
• Proven track record of managing and developing customer-facing service organisations and field service teams.
• Significant experience working with complex capital equipment in a customer-facing environment.
• Strong understanding of service delivery, SLAs, and operational performance metrics.
• Willingness to travel up to 50% across the Europe region.

Our commitment to you

You'll be working with talented professionals in a motivated and driven team. We offer a competitive salary package and comprehensive, valued benefits, including private medical insurance, a generous pension plan, and an annual discretionary bonus. We embrace diversity and inclusivity, regardless of race, ethnicity, gender, gender identity, sexual orientation, physical ability, or family status. We prioritise supporting our employees' diverse needs as we strive for excellence together.

If the above resonates with you, apply with an up-to-date CV and be a part of our journey to reshape the future of science.