Service Manager (m/f/d) (Scientific Instrumentation)

Location: Durham, UK, or remote in Germany, France, or Italy; travel across Europe and occasional international travel required.

Company

hirify.global develops scientific instruments and analytical and diagnostic solutions for life science, materials science, semiconductor, industrial, and cleantech research.

What you will do

• Build, structure, and lead the European BNSM service team, including hiring, onboarding, coaching, performance management, and succession planning.
• Develop technical, soft-skills, and business training programs and create individual development plans for team members.
• Own customer satisfaction across installations, troubleshooting, preventive maintenance, field repairs, training, and post-sales application support.
• Manage strategic customer escalations, root-cause analysis, corrective actions, and senior-level customer relationships.
• Own service revenue, operational budgets, service contracts, KPIs, forecasting, and Europe-wide growth initiatives.
• Improve service delivery through better spare-parts inventory, logistics, scheduling, workflows, and cross-functional cooperation with Sales, Applications, and Technical Support.

Requirements

• Minimum 7 years in technical service management, including at least 7 years in management or team leadership roles.
• Minimum 5 years of field service experience.
• Bachelor’s degree required; a Master of Science or PhD in Engineering, Physics, Materials Science, or a related discipline is preferred.
• Experience building and leading service teams in Europe and managing relationships with major European accounts.
• Experience with service P&L or revenue budgets, operational costs, and service revenue growth.
• Technical background in scientific instrumentation and a theoretical foundation in physics, electronics, or materials science.

Nice to have

• Experience with atomic force microscopes, stylus profilers, mechanical testers, X-ray diffractometers, mask repair tools, or non-contact 3D optical microscopes.
• Technical certifications for relevant instrumentation platforms.
• Background in capital equipment, semiconductor, or scientific instrumentation industries.

Culture & Benefits

• Leadership role within the hirify.global Nano Surfaces and Metrology service organization.
• Collaboration with Sales, Applications, Technical Support, and worldwide BNSM leadership.
• Opportunity to establish scalable service processes and a high-performing European technical team.
• Participation in industry events, customer technical symposia, and professional forums.