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About the role
Key responsibilities & impact- Provide leadership and oversight for field service operations.
- Manage a team of Field Service Engineers/Representatives (FSE/FSRs) and onsite service delivery to ensure optimal customer satisfaction, system reliability, and contractual compliance.
- Supervise and manage a team including scheduling, performance evaluations, coaching, disciplinary actions, vacation approvals, timecard reviews, and expense management including travel approvals.
- Responsible for the successful delivery of all on-site service and support by company Field Service associates including unscheduled service and preventative maintenance calls.
- Ensure 100% completion of monthly PM obligations.
- Review and monitor equipment reliability and maintenance metrics, develop and manage improvement plans as needed.
- Develop technical training schedules and requirements with third-party service providers and company Field Service associates to ensure adequate onsite service coverage for installed product base.
- Monitor and manage field service parts inventory levels to achieve an 80% or greater first pass fill rate.
- Develop strategies to monitor and improve customer satisfaction.
- Communicate with internal departments and management to ensure issue resolution.
- Assist the Sales team with presale and post-sale activities related to service delivery.
- Expected to travel up to 60% - 80% of the time, including overnight and short-notice travel by automobile and air to various customer sites.
- Monitor open tickets/escalations and provide remote troubleshooting support to customers and Technical Support Center.
- Maintain availability after hours to oversee and coordinate team response for critical break-fix service calls.
- Provide Trend Analysis and other reporting.
Requirements
What you’ll need- Diploma or degree in a technical field including, but not limited to: mechanical, electrical, computer, biomedical or 7+ years of direct field service (or equivalent) experience troubleshooting and repairing computerized electro-mechanical systems.
- 7+ years of experience working in a service capacity with direct customer interaction.
- Technical proficiency with automated/robotic systems, and electro-mechanical troubleshooting.
- PLC programming (Allen Bradley/Mitsubishi) is preferred.
- Knowledge of pharmaceutical/cleanroom environments preferred.
- Proficient in Microsoft Office Suite, CRM software, Windows OS, and computer networking.
- Ability to manage multiple priorities in fast-paced, customer-facing environment.
Benefits
Comp & perks- Competitive salary
- Medical/RX/Dental/Vision benefits
- Healthcare and dependent care FSAs
- Company paid Life/ADD insurance
- Company paid STD plans
- Company paid EAP plan
- Opportunity to participate in the company 401k plan with employer match
- Flexible work schedule
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
electro-mechanical troubleshootingPLC programmingautomated systemsrobotic systemspreventative maintenancetechnical training developmentperformance evaluationstrend analysiscustomer satisfaction strategiesinventory management
Soft Skills
leadershipteam managementcoachingcommunicationproblem-solvingcustomer interactiontime managementorganizational skillsadaptabilityconflict resolution