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Service Operations Manager CA Open (J#27795)
Education: Bachelors Degree
Experience: 4 - 9 years

US Service Operations Manager (Pipette Service)

Department: Pipette Service

Reporting Relationship: Head of Pipette Service

Category: Exempt

Job Summary:

The US Service Operations Manager has overall responsibility for managing the US pipette service business at Rainin. This role encompasses the direct management of a wide range of operational areas as detailed in this job description.
The pipette service department is an ISO 17025 accredited commercial service provider dedicated to servicing and calibrating pipettes and other precision liquid handling devices for end user customers. The pipette service department is both a mail-in service provider with multiple US service depots, and is also an onsite service provider, where a field based work force provides services at customer sites throughout the US.

Essential Duties and Responsibilities:

Scope: With a service leadership team reporting to you and an overall staff of approximately 130 employees, manage the efficient overall operation and delivery of pipette services to US customers. This includes managing four mail-in US service centers (depots) and a field based team of skilled service technicians that provide pipette services at customer locations throughout the US.
Methodology: Manage objectively. Develop and enhance operational systems, processes, and policies in support of the organization's mission Specifically support efficient service delivery and utilization of human and capital resources, provide consistent measurement and detailed analysis and reporting of key service business processes and business results and trends, and effectively support overall service sales and profit growth by working closely with the sales department and delivering quality services that meet customer expectations.
Coordination and Supervision: Coordinate, manage and monitor the work being completed by the service organization. Maintain strong working relationships with other departments and closely coordinate work flow with departments necessary to smooth and successful service operations.
Financial: Review financial statements and data (budget reports, sales reports, operational metrics, etc.) Utilize financial data to improve profitability. Prepare and manage operational budgets within the guidelines set by the company. Control inventory and manage assets. Plan effective strategies for financial well-being of the company.
Best Practices: Manage and improve processes and policies in support of the organization's goals. Formulate and implement departmental policies and procedures to maximize output. Control risk, monitor adherence to rules, regulations, and procedures.
Quality: Coordinate with the quality assurance department to ensure that services delivered meet an acceptable standard and generate positive feedback from clients. You may be required to interact with employees and customers, prepare reports on service levels and customer satisfaction, and decide on the next course of action.
Communication: Monitor, manage and improve the efficiency of necessary support services such as IT, HR, Facilities, Purchasing, Warehouse, and Finance. Facilitate communication and coordination between support functions.
Sales, Marketing and Customer Service: Manage customer interactions and customer support delivered by the service team. Plan and support sales and marketing activities.
Strategic Input: Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage strategic initiatives and operational plans.

Minimum Qualifications:

Bachelor's degree in Business Administration, Marketing, or Engineering. An MBA is not required, but is desirable.
Must have a minimum of five years direct operations management experience, preferably in an instrument service environment, however, instrument manufacturing experience will also be considered.
Must have direct experience in these areas:
◦Service operations management (preferred) or manufacturing operations management.
◦Budget management
◦Project management
◦IT systems, including ERP and CRM systems
◦Employee recruiting, training, and development. Experience managing remote employees is desirable.
◦Business process creation, measurement, management, and optimization.
Strong analytical and mathematics skills; ability to perform statistical analysis of data.
Proficient computer skills; proficient in Microsoft Excel and Power Point skills are essential.


About Rainin

Rainin Instrument, LLC, is a wholly owned subsidiary of METTLER TOLEDO, a leading supplier of precision instruments and services worldwide. Rainin pipettes have long been the largest selling brand in North America and consistently rank among the top premium pipette brands in Europe, Asia and the Middle East. Pipettes are one of the most basic tools used in every type of chemistry laboratory and many kinds of biological laboratories. They are used to accurately measure and transfer liquids in basic research, clinical, and industrial laboratories. Rainins principal customers are in the life sciences industry and academia. Rainins world headquarters is located in Oakland, California.

METTLER TOLEDO is the worlds largest manufacturer and marketer of weighing instruments for use in laboratory, industrial and food retailing applications. It holds the top three market positions in several related analytical instruments and is a leading provider of automated chemistry systems used in drug and chemical compound discovery and development. The company is also the worlds largest manufacturer and marketer of metal detection and other end-of-line inspection systems used in production and packaging. Additional information about Rainin and METTLER TOLEDO can be found at

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