Field Service Supervisor

This is a fully remote position, open to applicants in Connecticut, +5 more states.

📋 Description

• Lead, mentor, and nurture a team of field service engineers.

• Coordinate daily service operations to ensure prompt resolution of issues.

• Supervise complex troubleshooting and repair processes for advanced systems.

• Monitor and manage service KPIs, performance metrics, and quality benchmarks.

• Establish and maintain strong customer relationships.

• Ensure adherence to safety protocols, regulatory standards, and quality systems.

• Collaborate with cross-functional teams to achieve operational objectives.

• Drive initiatives for continuous improvement to enhance service delivery.

• Assist in workforce planning, scheduling, and territory management.

• Act as a technical resource for diagnosing and resolving intricate customer issues.

• Coordinate problem resolution efforts with factory engineering, customer service, and other staff.

• Identify and analyze recurring technical issues and trends that impact design, production, service, and maintenance processes.

⛳️ Requirements

• Bachelor's degree or higher in Sciences, Engineering, Electronics, or equivalent experience.

• Over 5 years of technical experience with complex scientific and laboratory instrumentation, including troubleshooting and repair.

• Previous experience in leading, managing, and developing a highly skilled engineering team is preferred.

• Proven ability to facilitate, develop, and enhance customer relationships while driving high levels of customer satisfaction.

• Experience in managing schedules, tracking service activities, assisting with parts inventory management, and achieving revenue goals.

• Capability to act as a technical resource to diagnose and address complex customer issues using instrument performance reports, field representative documentation, and diagnostic data.

• Proficiency in coordinating problem resolution with factory engineering, customer service, and other personnel.

• Experience in identifying and communicating recurring technical issues and trends, along with recommending modifications and feedback.

• Skilled in ensuring the timely and accurate completion of team administrative and compliance tasks, including training, service reports, expense reporting, vehicle documentation, and other necessary records.

• Excellent communication skills.

• Ability to work outside of standard business hours and/or be available for on-call duties.

• Willingness to travel overnight within the regional territory on a monthly basis.

• Strong organizational abilities and attention to detail.

• Must be legally authorized to work in the United States without sponsorship, now or in the future.

• Must be able to pass a comprehensive background check and drug screening.

• Valid driver’s license.

🏝️ Benefits

• Variable annual bonus based on company, team, and/or individual performance results.

• National medical and dental insurance plans.

• National vision plan, including health incentive programs.

• Employee assistance and family support programs.

• Commuter benefits.

• Tuition reimbursement.

• At least 120 hours of paid time off (PTO).

• 10 paid holidays each year.

• Paid parental leave: 3 weeks for bonding and 8 weeks for caregiver leave.

• Accident and life insurance.

• Short- and long-term disability coverage.

• 401(k) U.S. retirement savings plan.

• Employees’ Stock Purchase Plan (ESPP) with stock purchase discount.