Job Summary:
Manages the Service Engineering team responsible for supporting Catalyx’s installed customer base. Oversees daily
operations including ticket queues, resource allocation, field dispatching, and SLA performance. Ensures the team delivers
high-quality and timely technical support while balancing financial, physical, and human resources. Drives process
improvements, service quality initiatives, and customer satisfaction metrics. Mentors engineers at all levels and maintains
a culture of continuous learning, technical excellence, and cross-functional collaboration.
Responsibilities and Duties:
• Manage service engineering resources and workload distribution, maintaining the overall health of the service ticket
queue, prioritizing service work, coordinating engineer assignments, and planning field dispatch activities to ensure
timely ticket resolution.
• Lead escalation management for high-priority or complex support issues, coordinating cross-functional communication
between service, engineering, sales, and operations teams to drive effective resolution.
• Monitor and report operational KPIs including response time, resolution time, SLA adherence, equipment uptime, and
customer satisfaction while identifying systemic delays or recurring service issues.
• Provide operational visibility into service performance through reporting, dashboards, and regular status updates to
leadership and stakeholders.
• Provide performance coaching, talent development, and mentorship for service engineering personnel while
supporting team growth and technical capability development.
• Drive process optimizations to improve service quality, profitability, and consistency across the service lifecycle.
• Ensure service operations align with organizational standards, maintaining compliance with industry requirements,
customer expectations, and Catalyx procedures while driving process optimization and continuous improvement across
the service lifecycle.
Why Join Catalyx?
At Catalyx we understand that our people are our greatest asset. For this reason and many others, we take care of them. The team in Catalyx benefits from a Total Rewards package. This includes great personal benefits and professional growth opportunities.
Catalyx is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all individuals are valued, respected, and supported. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We encourage applications from all qualified candidates, regardless of background, and strive to create a welcoming environment for everyone.
At Catalyx, we are committed to attracting the best global talent. We proudly support our international employees by offering assistance with Critical Skills Visa applications for eligible candidates.
As part of CXV Global, we offer a powerful platform of combined technologies and professional services that optimise life sciences’ and high-end operations across product development, manufacturing, packaging and distribution. Key features include:
-A comprehensive portfolio of innovative automation solutions and digitization capabilities encompassing machine vision, serialization, digitization, and resourcing for R&D and manufacturing sites
-An extensive global network anchored by a strong presence in two of the world’s largest life sciences markets: Europe and the U.S.
-24×7 production activity and multi-site, multi-national and multi-lingual project support spanning 10 time zones
-High-touch service from a global workforce of 500+ employees possessing deep technical and engineering expertise
For more information visit www.cxvglobal.com
