Field Service Manager

Job Description

Field Service Manager

As a Field Service Manager, you will lead and develop a team of Field Service Engineers responsible for delivering, installing, maintaining, and repairing equipment used in a laboratory environment. In this role, you will drive customer satisfaction, team development, process optimization, and business growth while ensuring quality.

Key Responsibilities

• Lead, recruit, motivate, and develop a team of Field Service Engineers.
• Build technical expertise and capability through structured training, mentoring, and individual development plans.
• Foster a customer-centric culture and energize the team to achieve goals.
• Oversee end-to-end field service delivery, including installations, preventative maintenance, and repair services.
• Manage escalations, prioritize resources, and ensure timely, accurate resolution of customer issues.
• Facilitate team meetings, share best practices, and continuously improve service workflows.
• Ensure quality system procedures and standards are adhered to at all times.
• Partner with commercial teams to identify new service opportunities and deliver profitable solutions.
• Support service revenue growth, ensuring KPIs such as revenue, response/repair time, and customer satisfaction are achieved.
• Ensure all service activities meet safety standards, regulatory requirements, and company policies.
• Promote a culture of safety and wellbeing within the team.
• Drive P&L performance in line with plan/budgetary requirements.
• Partner with sales and service leadership to align service strategies with business objectives.

Qualifications & Experience

• Requires 4+ years of experience in a service environment, including leading a team.
• Demonstrated success in growing service revenue and achieving operational targets.
• Experience working in a global organization .
• Strong customer communication and interpersonal skills.
• Proven ability to build and lead high-performance teams.
• Analytical, problem-solving mindset with a focus on process improvement.
• Excellent written, oral, and presentation skills.
• Proficiency in Microsoft Office (PowerPoint, Word, Excel).