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Field Service Manager

Scientific Supplier
Engineers Field & Depot
LCMS
Seattle
$140,000 - $150,000
Scientific Mass Spectrometry

Role Overview

A leading service company specializing in highly technical preventative maintenance and repair of analytical instruments for laboratory customers has recently expanded operations into the Pacific Northwest, and is seeking a Field Service Manager (FSM) to lead this service hub. The FSM will play a critical role in both the ongoing operations and continued growth of the Seattle team. The FSM will act as the lead technical expert providing in-field/on-site service for customers and acting as a player-coach with the rest of the engineering team.

As the territory expands, they will support business development efforts by joining key customer meetings and assist in the hiring, training, and development of the engineering team. At further scale, the FSM’s time and attention will weight more heavily towards managerial responsibilities. Duties will include (but are not limited to): continued hiring, training and management of technical staff, scheduling the team’s responsibilities and workflows, coordinating with the commercial team on key sales efforts, and monitoring and reporting on certain service KPIs, technical data and customer success.

The ideal candidate will have a wealth of technical/in-field experience on core LCMS instrumentation from a major OEM, a demonstrable track record of achieving goals/milestones and performing to metrics, a budding ability to lead and manage others, and an ability to use data, systems and processes to make critical decisions.

Role Requirements

Key Responsibilities:

1) Lead from the front – spend the majority of the early quarters in the field performing technical service for customers

2) Uphold company’s core values and key systems/SOPs – help establish the culture for region

3) Participate in the hiring and training process for the regional engineering team

4) Manage and oversee the daily activities of the field service team to ensure timely and effective delivery of services including monitoring of customer service needs and scheduling priorities organized by the dispatch team

5) Provide technical support and guidance to field service technicians, especially in regards to call-back and escalation issues

6) Establish and maintain strong relationships with customers to ensure high levels of satisfaction and retention

7) Monitor & manage to targeted tracking metrics for the field service team (such as service delivery, first-time fix rate, technician utilization, and customer satisfaction)

8) Identify opportunities for process improvement and optimization to drive business growth and improve service delivery

9) Management of warehouse staff to control for rolling stock & inventory needs

10) Regular, professional communication with all relevant stakeholders as detailed below

Person Specifications

Person Specification:

– Bachelor’s degree

– 5+ years of experience as an analytical equipment field service engineer for a major OEM (Sciex, Waters, Agilent, Shimadzu, Thermo Fisher, etc.)

– Technical expertise and a love of providing outstanding customer service

– Ambition and excitement to lead in a small, private and entrepreneurial environment

– Strong communication skills with internal and external stakeholders, across seniority

– Ability to lead with confidence and empathy, seeking to optimize for engineers’ development & retention and customer satisfaction

– Track record of using data & process to make decisions confidently & quickly

– Critical thinker that can spot and act upon trends and generate ideas for ways to improve

– Organization & process discipline – ability to collect and organize relevant data and manage through software, ability to give technician team proper foresight and planning

Package

Base salary up to $140,000 dependent on experience
Bonus scheme TBC (likely to be between $20,000 – $30,000)

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    Further Details/Cover Note

    Locations

    Washington
    Date Updated
    11 Dec 2024
    Job reference
    73713
    Categories
    Full Time
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