Head of Service

Position Title: Head of Service

Location:  Santa Clara, CA

Job Term: Full-Time

Reports to:  Chief Operating Officer

The Opportunity:

Picarro is seeking a strategic and operationally strong Head of Service to lead and scale our global service organization. This executive leader will oversee worldwide field service, technical support, customer support operations, service delivery, and post-sales customer engagement across Picarro’s portfolio of analytical instrumentation, software-enabled solutions, and enterprise deployments.
The Head of Service will play a critical role in driving customer satisfaction, operational excellence, service scalability, and long-term customer success while partnering closely with Sales, Product Management, Engineering, Manufacturing, Operations, and Customer Success teams globally.
This role requires an experienced leader with a strong background in industrial technology, instrumentation, semiconductors, energy, manufacturing, environmental sciences, or other highly regulated technical industries.

Responsibilities:

• Lead Picarro’s global service organization, including field service, technical support, installations, commissioning, depot repair, and ongoing customer support operations
  • Develop and execute scalable global service strategies that improve customer satisfaction, responsiveness, operational efficiency, and service quality
  • Establish and drive operational KPIs, SLAs, escalation management processes, workforce planning, and service performance metrics
  • Partner cross-functionally with Product Management, Engineering, Manufacturing, Commercial teams, and Operations to improve customer outcomes and drive continuous improvement
  • Drive customer-centric service delivery models supporting enterprise and strategic customer environments globally
  • Lead complex customer escalations and maintain strong executive-level customer relationships
  • Support commercialization of service offerings, including support programs, maintenance agreements, and recurring service revenue opportunities
  • Develop scalable processes, systems, tools, and infrastructure to support continued global growth
  • Ensure compliance with quality, regulatory, safety, and operational standards applicable to Picarro’s customer environments
  • Recruit, develop, and mentor high-performing global service and customer operations teams
  • Drive a culture of accountability, collaboration, operational rigor, and customer focus across the organization
  
  Qualifications:
  • 15+ years of progressive leadership experience in service operations, field service, technical support, customer operations, or related functions
  • Proven experience leading global service organizations within analytical instrumentation, industrial technology, semiconductor, energy, manufacturing, environmental, automation, or related industries
  • Strong operational leadership experience with demonstrated success scaling teams, processes, and customer support infrastructure
  • Experience supporting enterprise and strategic customers with complex technical solutions
  • Strong cross-functional leadership and executive stakeholder management skills
  • Commercial acumen with the ability to align service strategy to broader business objectives
  • Experience operating within highly regulated or operationally complex environments preferred
  • Excellent leadership, communication, organizational, and problem-solving skills
  • Bachelor’s degree required; advanced degree preferred

Preferred Qualifications
• Analytical instrumentation or industrial systems experience strongly preferred
• Experience with global field service and customer support organizations
• Experience supporting SaaS, cloud-connected systems, or enterprise software-enabled products
• Experience within a public company or high-growth technology environments
• International operational leadership experience across North America, EMEA, and APAC

Salary & Benefits:

The base salary range for this full-time position is $190,000 - $230,000. Your base salary range and title will be determined based on the location, experience, qualifications, skills, knowledge, level, and pay of employees in similar positions.

We offer a comprehensive benefit package including:

• Medical, Dental, and Vision insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA) plans
• Life, Short-Term Disability, and Long-Term Disability Insurance
• Paid Time Off and Paid Holidays
• Employee Referral Program
• 401K
• Social events (summer picnic, holiday party, team lunches, etc.)
• On-site