Manager, Global Services & Support

Manager, Global Service and Support - Instruments

Hygiena provides rapid microbiology diagnostic tests and solutions for mission-critical, time-sensitive processes around the world. Hygiena's proprietary diagnostic technologies enable customers to; prevent illness and save lives, comply with regulations, protect products and brands, run businesses more effectively. Solutions are sold in a wide range of industries globally, but the core focus is food safety. Headquartered in Camarillo, California and with offices around the world, we are actively looking for talented individuals to help grow the business!

With rapid growth comes opportunity. We are looking for a Manager, Global Service and Support - Instruments, to join our team in Camarillo, CA! This is a full-time, exempt position.

Responsibilities:

• Define and execute the global instrument service strategy, including depot structure, field service coverage models, service-level expectations, and performance standards. Identify gaps, implement scalable processes, and establish a unified global service framework.
• Lead daily service operations including internal repairs, on-site field support, preventative maintenance, and turnaround performance. Establish KPIs, dashboards, and reporting cadence to drive accountability, efficiency, and customer satisfaction across all regions.
• Lead and develop a global team of service professionals. Provide structure, clarity, coaching, and performance accountability. Build technical depth, leadership strength, and a culture of ownership and responsiveness.
• Oversee global repair depots to ensure consistent service quality, cost control, inventory management, and turnaround time optimization. Standardize tools, processes, and quality systems across all locations.
• Design and implement scalable global warranty programs, extended service plans, and preventative maintenance offerings. Partner with Commercial leadership to establish value-based pricing strategies and expand recurring service revenue.
• Establish and manage strategic relationships with third-party service providers, distributors, and authorized repair centers. Negotiate service agreements, define performance expectations, and monitor compliance to Hygiena standards.
• Partner with R&D, Manufacturing, Quality, and Supply Chain to ensure service readiness for new product launches. Provide field feedback to drive product improvement and reliability enhancements.
• Drive implementation and optimization of ERP, CRM, and Field Service Management systems. Improve documentation standards, service workflows, and global training programs to ensure operational consistency and scalability.

Qualifications:

• Bachelor's degree in Engineering, Life Sciences, Business, or related field, or equivalent experience required.
• Minimum 810 years of experience in instrument service, field service operations, or technical support within diagnostics, medical device, life sciences, or technology industries.
• Minimum 5 years of leadership experience managing technical service teams.
• Demonstrated experience building or scaling service infrastructure in a growing organization.
• Strong understanding of global service models including depot repair, field service, warranty management, and service contract programs.
• Experience with ERP, CRM, and Field Service Management systems

Salary Range (applicable to California):

$140,000.00 - $150,000.00 base salary DOE

Supervisory Responsibilities:

In accordance with applicable policies, procedures, and Federal/State laws, this role may include responsibilities such as interviewing, hiring, orienting, and training employees; planning, assigning, and directing work; coaching and evaluating performance; administering rewards and disciplinary actions; addressing employee concerns and resolving issues; and enforcing all safety rules and safe work practices.

Skills/Abilities:

• Strategic thinker who can translate vision into operational execution.
• Comfortable operating with limited direction and high autonomy.
• Strong financial and commercial acumen, including service cost modeling and pricing strategy.
• Ability to lead distributed global teams across cultures and time zones.
• Excellent communication and stakeholder influence skills.
• Strong analytical and problem-solving capabilities.
• Results-oriented with a bias toward action and continuous improvement.
• Willingness to travel internationally (approximately 25%).

Why you'll want to join our team:

Teamwork as a core value.

At Hygiena, our emphasis on teamwork and cross-functional communication enables us to build stronger bonds within our business.

Be a part of something big.

Hygiena plays a critical role in helping to prevent global health crisis such as foodborne illness, healthcare-associated infections, and other outbreaks.

Giving back to our communities.

Hygiena believes in giving back by supporting local organizations committed to improving the lives of children and youth in our communities.

Benefits and Perks :

• 15 days of PTO & 10 paid company holidays
• Medical with HSA employer contribution, Dental, Vision available 1st of the month after start date
• Company paid Life Insurance, Short* and Long-Term Disability and an Employee Assistance Program
• 401(k) with Safe Harbor and Profit-Sharing employer contributions
• Tuition Reimbursement program
• Charitable Contribution matching
• Employee Referral bonus opportunities

* State paid short-term disability for California based employees

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Hygiena participates in E-Verify.