Field Service Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Lead and cultivate a high-performing team of Field Service Engineers throughout a North America territory (West Coast).

• Ensure the health and safety of the Field Service team, colleagues, and clients.

• Provide guidance, coaching, and career development opportunities to direct reports.

• Ensure that team members are trained, developed, capable, prepared, motivated, supported, engaged, and equipped.

• Guarantee adherence to quality and safety regulations and standards.

• Deliver exceptional customer experiences and address customer complaints effectively.

• Collaborate with Technical Support, Product Engineers, Automation Engineers, commercial teams, engineering, quality, and product management.

• Drive the operational execution of field service jobs across the Americas.

• Oversee system installations, preventative maintenance, demo kit upkeep, demonstration/display systems, software installations, and system repairs.

• Align capacity models with Repligen service team requirements.

• Optimize team scheduling and capacity.

• Advocate for safety, quality, productivity, and compliance initiatives.

• Collaborate on service readiness for New Product Introductions.

• Meet service revenue, profitability, and operational execution KPI targets.

• Provide forecast information and support growth initiatives.

• Identify, develop, recommend, and implement continuous improvement initiatives.

⛳️ Requirements

• A Bachelor's degree is required; a BA/BS in an Engineering or Science-oriented discipline is preferred.

• A minimum of 5 years of prior experience in operations or field service leadership is preferred.

• Demonstrated experience in leading a team and managing customer relationships.

• Ability to develop and implement multiple priorities and strategies to achieve objectives.

• Outstanding interpersonal skills.

• Willingness to travel within the designated geographic region.

• Proven leadership skills and the ability to coordinate resources while motivating teams.

• Experience in managing a P&L or operational budget.

• Strong understanding of service business dynamics.

🏝️ Benefits

• Variable cash programs (bonus or commission).

• Equity may be included for eligible positions.

• Paid time off.

• Health, dental, and vision benefits.

• Retirement benefits.

• Flexible spending accounts.