Associate Manager, Field Service

Mesa Laboratories, Inc.

Senior Supervisor of Field Services Engineering at Mesa Labs managing operational efficiency and customer satisfaction. Leading a team of engineers in critical field service operations.

Posted 5/28/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $88,500 - $110,500 per yearWebsite

Tech Stack

Tools & technologies

IoT

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor's degree in Engineering, Information Technology, Business Administration, or a related field
Minimum of 3 - 5 years of experience in field services engineering, technical support, or a related role, with at least 1-2 years in a leadership capacity managing teams of engineers or technicians
Experience in managing complex field service operations, including team performance, customer relationships, and service delivery
Proven track record in resolving high-impact customer service issues and driving improvements in field operations
Advanced technical expertise in the company’s product offerings, including troubleshooting and repair
Strong leadership and people management skills with experience in building and developing high-performance teams
Exceptional problem-solving, conflict resolution, and critical-thinking abilities
Ability to manage and prioritize multiple projects and tasks while maintaining service quality and meeting deadlines

Benefits

Comp & perks

Eligible for benefits the first day of the month after you start
Tiered Medical, Dental and Vision Insurance options
Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts
Company paid short term and long-term disability (unless covered by a state disability plan)
Company paid life insurance and AD&D
Flexible Time Off Policy
Paid sick leave of 48 hours per calendar year
Eligible employees may receive four (4) weeks paid Care Giver leave after 1 year of service or in accordance with state leave laws
401(k) plan that provides a 4% Safe Harbor company match on a 4% employee contribution that begins on Day 1
Employee Wellness and Financial Assistance Resources through Cigna and NY Life
Nine (9) paid company holidays per year

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

field services engineeringtechnical supporttroubleshootingrepairperformance analysisresource allocationoperational strategy developmentservice delivery optimizationbudget managementinventory management

Soft Skills

leadershipteam developmentcoachingproblem-solvingconflict resolutioncritical thinkingcommunicationcustomer relationship managementproject managementperformance review

Certifications

Bachelor's degree in EngineeringBachelor's degree in Information TechnologyBachelor's degree in Business Administration