Service Manager

Job Title: Service Manager
Job Status: Full-Time
Location: Phoenix, AZ
Reports To: Director of Operations and Service

To Apply: Send your resume to and in your cover letter explain your experience.

Position Summary

Nanoscience Instruments markets, sells, and services scientific instrumentation. Our headquarters in Phoenix, AZ is in need of a Service Managerwho will be responsible for building and maintaining a Service team that performs service and repair of Scanning Electron Microscopes and other cutting edge, high-tech nanotechnology equipment. This is a management position with direct reports on both the East and West Coasts, US.

Significant Responsibilities & Accountabilities

  • Strong team leadership and development skills are essential, this position will direct the daily activities of the Service team.
  • Responsible for continual training and readiness of the Service Team for existing products as well as any new product lines that may be introduced.
  • Ensures proper repair lab protocols are in place and maintained including proper ESD controls and maintenance.
  • The Service Manager meets with the Nanoscience suppliers on a weekly basis (suppliers are primarily in Europe) to discuss best practices and bring up any issues affecting Nanoscience customers.
  • Conduct preventative maintenance (PM) and repair of complex instruments and follow testing procedures to ensure proper working operation.
  • Monitors and manages Service events and Field Technician activities to ensure proper procedures are followed and customer satisfaction is achieved in every Service-related transaction.
  • As needed, conduct on-site maintenance visits across the US and Canada (occasional weekend travel). Some training will be required at international supplier locations.
  • Provide troubleshooting and repair support for customers via phone, email, and remote access software.
  • Analyzes data (KPI) and creates reports on daily and monthly service metrics to identify department productivity and activity trends. Makes modifications and/or recommendations to management based on analysis.
  • Must demonstrate good understanding of tools for electrical, mechanical, and vacuum systems.
  • Occasional international travel to Suppliers for training is essential to this position.
  • Complete and submit detailed service reports.
  • Develops and maintains written departmental standards and procedures as part of the NSI Quality Management System (QMS).

Minimum Qualifications Required:

Education: Possessing or working on an engineering (STEM) degree.
 Must have 3 – 5 years of prior experience as a team leader or manager, preferably in a high-tech/Service environment.

Knowledge, Skills, & Abilities

  • Able to read and interpret schematics, familiar with basic networking protocols, familiar with UHV phenomenon and technology.
  • Able to deal effectively with customers, both internal and external, with a high degree of professionalism and empathy.
  • Experience performing root cause analysis on complex equipment.
  • Must have excellent written and verbal communication (English).
  • High degree of manual dexterity and mechanical aptitude.
  • Must be able to perform in a highly paced, high-pressure environment.
  • Knowledge of or experience with Scanning Electron Microscopes or Cryo-EM is a plus.
  • Must be literate in Windows/Microsoft software environments.
  • Experience with Python and/or Linux is a plus.


None required.