Field Service Supervisor – LCMS

This is a fully remote position, open to applicants in Maryland, +2 more states.

📋 Description

• Direct, mentor, and cultivate a team of field service engineers.

• Organize daily service operations and guarantee prompt resolution of issues.

• Supervise intricate troubleshooting and repair of advanced systems.

• Track and manage service KPIs, performance indicators, and quality standards.

• Establish and nurture strong relationships with customers.

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

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

• Lead ongoing improvement initiatives to enhance service delivery.

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

• Provide support to customers primarily in the Maryland/DC area.

• Travel 50% within the designated territory.

• Act as a technical resource and coordinate repairs with factory engineering, customer service, and other personnel.

⛳️ Requirements

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

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

• Demonstrated ability to foster, develop, and enhance customer relationships while achieving high levels of customer satisfaction.

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

• Proficient in diagnosing and resolving complex customer issues by utilizing instrument performance reports, field representative documentation, and diagnostic data.

• Capability to coordinate problem resolution with factory engineering, customer service, and other personnel.

• Experience in identifying and communicating recurring technical issues and trends impacting design, production, service, and maintenance processes.

• Proven track record of ensuring timely and accurate completion of team administrative and compliance requirements, including training, service reports, expense reporting, and vehicle documentation.

• Excellent communication skills.

• Willingness to work outside of regular business hours and/or on-call.

• Ability to travel overnight within the regional territory monthly.

• Strong organizational skills and meticulous attention to detail.

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

• Must successfully pass a comprehensive background check and drug screening.

• Valid driver's license.

• Must comply with applicable government customer and site-specific identification, screening, and security access requirements.

🏝️ Benefits

• A selection of national medical and dental plans, along with a national vision plan that includes health incentive programs.

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement.

• Minimum of 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 coverage.

• Short- and long-term disability in accordance with company policy.

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

• Employees’ Stock Purchase Plan (ESPP) allowing eligible colleagues to purchase company stock at a discount.

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

• Access to global team resources that support individual career aspirations.