Job Title:  Factory Service Manager

Electron Microscopy Technologies (EMT) is the world leading manufacturer of high-quality instrumentation and software for imaging and analysis in TEM and SEM applications. The Gatan and EDAX names are recognized and respected throughout the worldwide scientific community and has been synonymous with high quality products and the industry&aposs leading technology.

Position Summary:

 This position serves as the strategic head of the in-house service organization, accountable for shaping and executing the vision for factory and depot repair operations for Gatan products. The role drives operational excellence, customer satisfaction, and long-term service capability development, ensuring alignment with business objectives and global quality standards. The Service Manager will lead the factory service department with a strong focus on improving data collection, reporting accuracy, and actionable insights. This role requires expertise in service operations and advanced analytical skills to enhance performance visibility and decision-making.

Essential Roles and Responsibilities:

• Manage a low-volume repair center for complex instrumentation.
• Proven experience in leading service center personnel, directing activities and priorities, and empowering independent decision-making.
• Ability to recruit, train, and mentor technicians and engineers to maintain high performance and safety standards.
• Serve as the customer interface for complex or escalated service issues.
• Deep understanding of electromechanical systems and ability to interpret electrical schematics and mechanical drawings.
• Monitor, analyze, and optimize key performance indicators related to turnaround time and repair quality, driving continuous improvement initiatives to enhance efficiency, customer satisfaction and profitability.
• Expertise in root cause analysis and implementing corrective and preventive actions.
• Solve complex learning and development challenges and communicate highly technical information effectively across all levels.
• Prepare and manage department budgets, optimizing resources, and ensuring compliance with safety and quality regulations.
• Utilize CRM systems to ensure timely and accurate documentation of service reports and expenses.
• Demonstrate excellent oral, written communication, and organizational skills.
• Proven record of developing service processes and documentation to maintain consistency and reliability.

Qualifications:

• Experienced service manager of complex systems such as electron microscopes, semiconductor equipment, medical devices, or similar scientific instrumentation.
• Strong communication skills with the ability to collaborate across regions and with headquarters.
• Independent thinker with problem-solving capabilities and goal-oriented mindset.
• Proficient in data analytics and visualization using MS Office, Power BI and PowerPoint; comfortable presenting to executive management on a regular basis.
• Formally trained Six Sigma and Lean Manufacturing operative

Education/Experience:

• Bachelor’s Degree in Physics, Engineering, or equivalent.
• Minimum 5 years of management experience.