Senior Manager, Field Service Engineering

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

📋 Description

• Lead and expand the Field Service Engineering team

• Recruit and onboard talented Field Service Engineers

• Oversee the complete lifecycle of the international service center network, which includes partner selection, onboarding, auditing, training, parts processing, and performance management

• Conduct on-site customer visits to assess, audit, and service deployed hardware fleets

• Develop scalable processes for extensive field assessments

• Offer personal on-call support to the 24/7 service line

• Manage team scheduling to guarantee consistent coverage by Field Service Engineers

• Act as the senior technical resource for RMA and DOA escalations

• Facilitate cross-functional resolutions with Operations, Engineering, and Quality teams

• Provide field service insights for product quality reviews, NPI, and enhancements in serviceability

• Assist Sales and Customer Success teams with service-related inquiries

⛳️ Requirements

• Bachelor's degree in Engineering or Applied Science (or equivalent experience)

• 5+ years of experience in field service engineering or hands-on technical support

• 2+ years of experience in people management

• Background in managing a service center, distributor service, or depot repair network

• Knowledge of RMA/DOA and warranty processes

• Ability to troubleshoot complex electro-mechanical or analytical instrument hardware

• Experience in CBRN detection, analytical instrumentation, or public safety hardware is preferred

• Exceptional communication skills

• Strong organizational and project management capabilities

• Willingness to travel 40%, including internationally

🏝️ Benefits

• Eligibility for an annual incentive bonus

• Long-term incentives