Jack McGill

About Jack McGill

Field Service Manager with over three years of experience in leading and scaling field service operations in the life sciences instrumentation industry. Currently responsible for North American service operations at Lunaphore, generating $2.2 million in annual service revenue, managing a 91% contract renewal rate, and scaling the install base from 10 to 80+ units. Core competencies include global operations, scalability, and team leadership, with a focus on optimizing processes and delivering exceptional customer support. At Lunaphore, developed and implemented a global field service training program adopted across multiple regions, including APAC, EMEA, China, and LATAM(internally and distributors). Created digital SOPs, remote curriculums, and hands-on training to enhance team performance. Passionate about building efficient, high-uptime service organizations that prioritize customer satisfaction and operational excellence.

Experience

1. Field Service Manager - North America

   Lunaphore A Bio-Techne Brand

   Sep 2025 — Present · NJ, US

   Responsible for $2.2M+ in annual service revenue through service contract renewals, preventative maintenance upsells and repairs; personally generating in PM and contract upsells in a single week through targeted customer engagements and value-based discussions, contributing to 91% contract renewal rate YoY while scaling from 60-80+ units in NA• Manage annual travel budget, achieving an estimated 11.3% cost savings through travel optimization, strategic geographical hiring and proactive PM scheduling • Orchestrate all North American service operations scheduling, dispatching, and prioritization (installations, preventative maintenances, and repairs) for 80+ unit install base, consistently achieving 88+% SLA adherence and sustaining technician utilization (TU) at 75%-78%• Lead hiring, management, coaching, and training of field service engineers in the North American region• Develop and deploy global field service training program, including digital SOP library, hands-on and remote curricula; travel across regions to conduct trainings • Spearheading FSE training for NA, EMEA, China, APAC, and LATAM regions (4 distributors, 3 international regional service teams outside North America)• Design and implement predictive maintenance strategy for key accounts, analyzing flowrate and device performance metrics data to forecast component degradation; deliver tens of thousands in customer savings and prevent weeks of unplanned downtime through data-driven early interventions• Act as customer support lead for all escalated field issues in North America, serving as liaison between R&D and the field support team• Travel 75% across regions to repair, install, and maintain Lunaphore instrumentation• Lead US refurbishment/loaner instrument project, collaborating with R&D, Quality, Manufacturing, and Sales to successfully refurbish defective devices to be utilized as demos, loaners, rentals

Education

• Rutgers University

  Bachelor’s Degree, Mechanical Engineering

  2014 — 2018

• Cherokee High School

  High School

  2010 — 2014