Mesa Laboratories, Inc.

Manager

• Lead, mentor, and develop a team of Field Services Engineers and Supervisors, ensuring optimal performance and skill development across the team
• Provide regular coaching, performance reviews, and career development support for team members
• Oversee daily field service operations, ensuring that field engineers are meeting targets for service requests, installations, maintenance, and repairs
• Develop succession planning and training programs for the team to ensure continuity and growth
• Develop and implement operational strategies for the field services team to improve efficiency, reduce downtime, and enhance the customer experience
• Manage the resource allocation process, ensuring that projects and field service calls are appropriately staffed with the right technical expertise
• Ensure that service operations align with corporate goals and KPIs, implementing corrective actions when necessary
• Review and adjust operational procedures and workflows to optimize service delivery times, costs, and quality of service
• Act as a senior point of contact for customer escalations and resolve complex or critical issues in the field
• Work closely with the customer support and sales teams to ensure customer expectations are met or exceeded for all installations, repairs, and service engagements
• Regularly communicate with clients to ensure satisfaction with service quality, troubleshoot complex customer problems, and build long-term customer relationships
• Implement proactive solutions to address recurring service issues and improve overall customer satisfaction
• Ensure that all field service work is carried out in compliance with company policies, safety standards, and regulatory requirements
• Conduct audits, inspections, and performance reviews to ensure adherence to established best practices, quality standards, and technical protocols
• Analyze service data to identify areas for improvement in service delivery and implement changes to improve safety, quality, and efficiency
• Provide expert-level technical support and troubleshooting guidance to field engineers dealing with complex installations, maintenance, and repair issues
• Serve as a subject matter expert on the company’s products, systems, and solutions, and actively contribute to product improvement initiatives
• Work with R&D and engineering teams to escalate critical product issues, providing valuable feedback from the field
• Oversee the budget for field service operations, ensuring that expenditures remain within the allocated budget and cost-effective service delivery is maintained
• Monitor and control service-related costs (e.g., travel, materials, equipment) to ensure efficient use of resources
• Manage inventory of field tools, parts, and equipment to ensure availability and minimize downtime due to shortages or delays
• Establish key performance indicators (KPIs) and metrics for the team, and ensure continuous monitoring of service efficiency, response times, and customer satisfaction
• Develop and maintain dashboards, reports, and metrics for tracking team performance, identifying trends, and reporting progress to upper management
• Analyze performance data to identify potential inefficiencies, service bottlenecks, or areas for improvement
• Provide regular updates to senior management on field service performance, challenges, and strategies for improvement
• Continuously assess and improve service processes to enhance efficiency, reduce costs, and increase service uptime
• Implement best practices and new technologies to optimize service operations, including field management software, remote monitoring tools, and IoT-enabled service solutions
• Lead or contribute to cross-functional process improvement initiatives and foster a culture of continuous improvement within the field services team

Associate Manager, Field Service

Account Manager

• Support the coaching and development of Regional Sales Managers to strengthen selling skills, product knowledge, and account management capabilities
• Reinforce performance expectations and assist in monitoring progress toward revenue and activity goals
• Participate in onboarding, training, and mentoring of new or developing team members
• Conduct regular check-ins and provide day-to-day guidance and feedback to support performance improvement
• Assist in the execution of established sales strategies, account plans, and sales campaigns
• Support pipeline development, opportunity management, and forecast accuracy within assigned accounts or segments
• Review sales activities and results to identify trends, risks, and improvement opportunities
• Ensure consistent use of the company’s sales process, tools, and CRM system
• Maintain relationships with assigned customers and support Regional Sales Managers in managing key accounts
• Assist with customer meetings, presentations, and follow-ups as needed
• Support negotiation and closing activities for routine to moderately complex deals
• Escalate customer issues appropriately and assist in coordinating resolutions
• Coordinate with marketing, product management, and customer support teams to ensure sales efforts are aligned and supported
• Share customer feedback and market observations with leadership and cross-functional partners
• Support the execution of promotions, product launches, and customer initiatives
• Assist with tracking sales metrics, pipeline activity, and forecast inputs
• Prepare reports and summaries for review by the Sales Account Management Manager
• Ensure adherence to company policies, compliance standards, and ethical sales practices

Associate Manager, Sales Account Management

Administration

• Administer, configure, maintain, and support enterprise applications such as ERP, CRM, financial, materials management, reporting, or related systems
• Perform routine system maintenance, upgrades, patches, and configuration changes in accordance with established procedures
• Monitor application performance and availability, identifying and resolving issues to ensure reliable system operation
• Troubleshoot and resolve moderately complex application issues, performing root-cause analysis and escalating when appropriate
• Assist in analyzing application performance and usage to recommend improvements that enhance efficiency and usability
• Maintain technical documentation, configuration records, and standard operating procedures
• Support the implementation and enhancement of systems and tools that transform data into usable information for business users
• Assist with application integrations and data flows between enterprise systems, helping ensure data accuracy and reliability
• Apply and maintain application security controls, access permissions, and role-based security in accordance with company policies
• Participate in application deployment, upgrade, and enhancement projects as a contributing team member
• Provide advanced application support for escalated user issues beyond basic help desk support

NetSuite Administrator

Sales

• Manage a portfolio of high-value, strategic accounts within the life sciences sector, including pharmaceutical, biotech, and healthcare organizations.
• Collaborate with clients to understand their unique business challenges, regulatory needs, and strategic goals.
• Use this insight to propose solutions that address both immediate and long-term objectives.
• Leverage a deep understanding of life science products, services, and industry trends to provide consultative support to clients.
• Develop customized solutions that meet clients' technical, operational, and regulatory needs.
• Build and maintain strong relationships with key decision-makers and stakeholders at various levels within client organizations.
• Act as a trusted advisor, offering strategic insights to help clients achieve their business goals.
• Proactively identify and pursue new opportunities to expand relationships with existing key accounts.
• Meet or exceed annual sales targets for assigned accounts, including revenue growth and profitability goals.
• Take responsibility for the full sales cycle, from initial engagement through closing and post-sale support.
• Lead negotiations for long-term contracts, renewals, and pricing agreements with strategic accounts.
• Provide accurate and timely sales forecasts, tracking progress toward goals and identifying potential risks.
• Monitor account health and take proactive steps to resolve potential issues that could affect retention.
• Address and resolve complex client issues or challenges by working closely with internal teams such as customer support, technical services, and product management to find effective solutions.
• Track the success of solutions implemented with clients, assessing impact and adjusting where necessary to ensure continued client satisfaction and product success.
• Work closely with product management, marketing, regulatory, and customer success teams to ensure that client requirements are met and that solutions are delivered efficiently and effectively.
• Provide guidance and mentorship to junior account managers and sales team members. Share best practices and help foster a collaborative team environment focused on achieving sales and customer satisfaction goals.

Associate Manager, Field Service

Associate Manager, Sales Account Management

NetSuite Administrator

Senior Regional Sales Manager