Regional Field Service Manager

This is a fully remote position, open to applicants in District of Columbia, +3 more states.

📋 Description

• Manage a designated team of Field Service Engineers throughout the region.

• Provide outstanding customer service, ensure effective service delivery, maximize equipment uptime, and achieve consistent business outcomes.

• Guarantee prompt and high-quality service calls, installations, and resolution of escalations.

• Promote first-time fix rates and maintain equipment uptime.

• Lead, mentor, and retain Field Service Engineers by setting clear expectations, holding them accountable, providing coaching, and enhancing their technical skills.

• Collaborate with Sales, Applications, and Service Coordination to address customer requirements, preserve existing business, support installations, and identify growth prospects.

• Take ownership of regional service performance through Daily Management, KPI analysis, and implementing corrective measures.

• Address customer escalations by utilizing customer and service data to uncover root causes and avert recurring problems.

• Foster cross-functional relationships with Technical Assistance, Service Operations, and Logistics.

• Champion continuous improvement initiatives using the Danaher Business System, encompassing Kaizen, problem-solving techniques, and other DBS methodologies.

• Report to the Director of Field Service West as part of the Field Service Team.

⛳️ Requirements

• Bachelor's degree with over 6 years of experience in Field Service, Customer Support, or a comparable service organization.

• At least 3 years of leadership experience, including managing customer-facing or field-based teams.

• Proven experience in handling customer escalations, managing service delivery, and fostering cross-functional collaborations.

• Willingness to travel up to 75% by air and/or road, which may include overnight stays, short-notice trips, and extended travel.

• Primarily domestic travel, with occasional international trips.

• Valid driver's license with a satisfactory driving record.

• Capability to regularly lift, move, slide, raise, and/or place objects weighing up to 50 lbs.

• Ability to stand or walk for extended periods, sit, squat, kneel, climb stairs, and reach with hands and arms.

🏝️ Benefits

• Eligibility for bonus/incentive pay.

• Paid time off.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• 401(k) retirement plan.

• Flexible remote work arrangements for eligible positions.

• Option for remote work from home.