The World Leader In Serving Science

Field Service Manager, Lab Instruments

ManagerManagerFull TimeRemoteTeam 10,001+Since 1956H1B SponsorCompany Site LinkedIn

Location

Massachusetts

Posted

30 days ago

Salary

$103.1K - $154.7K / year

Postgraduate Degree8 yrs expEnglish

Job Description

• Manage a field service team to deliver excellent technical support while growing service business • Manage a team of Field Service Engineers (FSEs) providing installation, maintenance, repairs, and customer support for sophisticated analytical and scientific instruments • Combine technical leadership, people management, and strategic business development to ensure excellent customer experiences and meet organizational goals • Help advance scientific service delivery by implementing effective solutions, optimizing team performance, and building strong customer relationships • Support continuous improvement initiatives while maintaining the highest standards of quality and safety • Collaborate with sales, technical support, and other stakeholders to develop and execute service strategies that grow revenue and enhance customer satisfaction

Job Requirements

Advanced degree plus 6+ years of experience, or bachelor's degree plus 8+ years of experience in technical service experience in analytical instruments, laboratory equipment, or related industry
3+ years proven people management experience leading field service teams
Strong technical aptitude with ability to understand complex analytical instrumentation
Preferred Fields of Study: Engineering, Sciences, Business or related field
Additional certifications in service management or process improvement methodologies beneficial
Excellence in customer relationship management and problem resolution
Demonstrated success growing business and achieving revenue targets
Proven experience implementing service strategies and operational improvements
Demonstrated ability to coach, develop and support field service teams
Strong project management and organizational skills
Proficiency with CRM systems, Microsoft Office suite and service management tools
Strong written and verbal communication skills
Ability to travel up to 75% within assigned territory
Valid driver's license and clean driving record required
Multilingual skills valuable for international roles
Experience with regulated environments (GMP/GLP) preferred

Benefits

A choice of national medical and dental plans, and a national vision plan, including health incentive programs
Employee assistance and family support programs, including commuter benefits and tuition reimbursement
At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount