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Field Service Manager

Scientific Supplier
Engineers Field & Depot
Philadelphia, PA
Speak to Karina
Scientific Mass Spectrometry

Role Overview

Our client is launching a new regional office in the Philadelphia/New Jersey market this year and is seeking a Lead Engineer/Field Service Manager (LE/FSM) to lead this service hub. The LE/FSM will play a critical role in both the launch and ongoing management of the Philadelphia
team. Initially, they will support business development efforts by joining key customer meetings; they will assist in the hiring, training, and development of the engineering team; and they 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.

Company Information

Our client is a well-known provider of services that specialises in highly specialised analytical instrument repair and preventive maintenance for customers in laboratories. They have a committed group of engineers that are qualified to provide installation, upkeep, and compliance services for lab equipment made by different manufacturers. Founded in 2009 and based in Columbus, Ohio, they provide services to clients with a focus on Sciex LCMS as well as multi-vendor knowledge of GC, GCMS, LC, LCMS, HPLC, ICP, and other analytical equipment types.

In order to give lab customers across end-markets and geographic areas with a range of services and capabilities, they are constructing the nation’s top laboratory solutions supplier. The company is growing its technical competence, creating a world-class training programme, and fostering a culture of excellent customer service and commercial ability through organic initiatives, further investment, and acquisitions.

Role Requirements

Lead from the front – spend the majority of the early months in the field performing technical service for customers.
Participate in the hiring and training process for the regional engineering team.
Manage and oversee the daily activities of the field service team to effectively deliver services including monitoring of customer service needs and scheduling priorities organized by the dispatch team.
Provide technical support and guidance to field service technicians, especially in regards to call-back and escalation issues
Establish and maintain strong relationships with customers to ensure high levels of satisfaction and retention.
Identify opportunities for process improvement and optimization to drive business growth and improve service delivery.
Management of warehouse staff to control for rolling stock & inventory needs.

Person Specifications

Bachelor’s degree
5+ years of experience as an analytical equipment field service engineer for a major OEM
Technical expertise and a love of providing outstanding customer service
Ambition and excitement to lead the entrepreneurial ground-up and successful build of a new regional office
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


Health, dental, and vision insurance benefits
Retirement savings plan
Flexible paid time off and holidays
Use of company vehicles for work requirements
Company phone or phone plan reimbursement
Opportunities for professional development and advancement within the company

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    Date Updated
    28 May 2024
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    Full Time
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    Why Zenopa?

    We aim to operate and maintain the following set of core values

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    In house, contracting department.

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