Manager, Field Service

The Manager Field Service is responsible for leading and developing a high-performing team of Field Service Engineers (FSEs) across a North America territory (East Coast). This role drives operational excellence, customer satisfaction, employee engagement, financial performance, and continuous improvement while ensuring safe, compliant, and efficient service delivery. The Field Service Manager serves as a strategic partner to customers, commercial teams, engineering, quality, and product management functions to support business growth and deliver exceptional customer experiences.

Responsibilities

Lead the team of Field Service Engineers across a North American territory; Ensure the health and safety of the Field Service team, colleagues and customers; Provide ongoing direction, coaching, and career development to direct reports; Ensure the Field Service team is trained, developed, supported, engaged, equipped with required tools and test equipment, and compliant with quality and safety requirements; Ensure all service interventions deliver the highest possible customer experience; Manage customer complaints to a swift and satisfactory conclusion; Drive continuous improvement of the customer experience; Ensure effective and efficient operational execution of all Field Service jobs for the Field Service Team – Americas; Ensure timely execution of system installations, preventative maintenance, demo kit maintenance, customer experience center demonstration/display systems, software installations, and system repairs; Ensure the capacity model and team schedule are optimized and aligned with service needs; Collaborate to ensure 'Service Readiness' for New Product Introductions (NPI); Achieve Service Revenue, profitability targets and operational execution KPIs; Provide forecast information as required; Support growth initiatives as required; Identify, develop, recommend and execute continuous improvement initiatives for the Field Service Team

Requirements

Bachelors Degree required, BA/BS in an Engineering or Science oriented discipline; Proven experience leading a team, managing customer relationships; Ability to develop and execute multiple priorities and approaches to meet objectives; Exceptional interpersonal skills; Willingness to travel within your specified geographic region; Proven leadership and ability to orchestrate resources and motivate teams; Experience in managing a P&L or operational budget; Service business savvy

Nice to have

5 years prior operations or field service leadership experience preferred

Benefits

Variable cash programs (bonus or commission); Eligibility for equity as part of the compensation package; Paid time off; Health/dental/vision; Retirement benefits; Flexible spending accounts