Head of Technical Service at Bristol Scientific

• Bristol Scientific is Nigeria’s authorised partner for leading scientific equipment OEMs. As we scale, we are hiring a Head of Technical Service to own service delivery, customer outcomes, and engineering team performance.
• This is not a senior engineer role.
• This role exists to lead people, manage customers, and build structure – while remaining technically credible.

What this role is really about

You are accountable for how service is delivered, not just whether instruments are fixed.

Your scope includes:

• Owning service delivery end-to-end, from first customer contact to resolution.
• Acting as the senior service and escalation point for key customers.
• Managing customer expectations, communication, and trust when things go wrong.
• Leading, developing, and holding engineers accountable.
• Designing and improving SOPs, workflows, and service discipline as the organisation grows.
• Working closely with management on service strategy, resourcing, and priorities.
• You will understand the engineering deeply – but you are not expected to be the most hands-on engineer in the room.

Who this role is for

This role suits someone who:

• Has led field service or maintenance teams in a structured, high-stakes environment.
• Is comfortable dealing directly with senior customer stakeholders.
• Has owned uptime, SLAs, and service performance – not just technical execution.
• Can build processes rather than waiting for them to exist.
• Knows when to step in technically and when to trust their engineers.

Who this role is not for

This role is not for:

• Engineers who want to remain primarily hands-on.
• Candidates expecting mature SOPs and systems to already be in place.
• Managers who avoid customer-facing accountability.
• People whose comfort zone is tools, spares, and site work.

Requirements

• Engineering background (to enable leadership and judgment – not daily field work).
• 5+ years’ experience in field service, maintenance, or technical operations.
• Proven experience leading engineers or technical teams.
• Strong customer-facing and stakeholder management capability.
• Based in Lagos or willing to relocate.