20 days old

Technical Field Services Manager

Massachusetts Gore, ME 04936
Location :
US - Massachusetts - Tewksbury
Job Description

Job Title: Technical Services Manager - Field
Reports To:
Sr. Technical Service Manager
Location: East Coast – Tewksbury, MA (Billerica, MA)
No. of Direct Reports: 12

Day/Shift: 1st Shift
FLSA Status: Exempt

Position Summary:

Manage the day to day operations of the field-based service team responsible for servicing and supporting liquid handling laboratory products. Responsible for scheduling, field business development and daily supervision of field team work. Provides guidance and mentoring for team members for technical service activity and career planning. Incorporates strategic and tactical leadership to maintain a world class benchmark for customer satisfaction.

Essential Job Functions and Accountabilities:
  • Management of the CV2000 Team, Automation Equipment Service Team and Demo Equipment Coordinator
  • Work with existing and potential customer to promote, propose, and quote on- site calibration, repair, and installation services
  • Schedule resources required at customer locations to satisfy customer service needs including automation equipment service, preventative maintenance, and installation
  • Meeting with team members on a regular basis to discuss progress and provide guidance on process creation, improvement and issue resolution
  • Provides guidance on goal creation, assignment, and fulfillment.
  • Semi-annual performance reviews with team members to monitor goal performance
  • Ensuring that all compliance requirements are being met including ISO 8655, 17025, and GxP

Provide leadership for team members:
  • Responsible for talent hiring and development
  • Provides guidance for career development including, technical / soft skill training, and a clear career progression path for all team members
  • Responsible for issue and conflict resolution related to field team operations

Continuous Improvement:
  • Develops and continually improves business processes (SOP’s) by initiating process audits and Practical Process Improvement (PPI) projects
  • Lead and Participate in PPI projects for the field service teams
  • Tracks and ensures that the field service team’s customer allegiance score (CAS) meets or exceeds the current objective
  • Collaborate with other service managers throughout the company to share best practices
  • Provide feedback on quality issues to the manufacturing quality teams
  • Works with potential customers to promote the pipette/automation service value proposition

Sales Demo Inventory Management:
  • Manage and monitor sales demo operations as performed by the Demo Equipment Coordinator
  • Continuously improve sales demo operations in cost reduction efforts
  • Maintain demo equipment stocking levels per the needs of the divisional sales teams
  • Depreciation planning for demo equipment including availability of used demo equipment for sale
  • Effectively communicate competitive information and additional equipment sales opportunities to the commercial team
Minimum Requirements/Qualifications: Travel Requirements:
  • No travel restrictions
  • Ability to travel 25% of the time

Educational Qualifications:
  • Bachelor’s Degree required in mechanical / electrical engineering preferrably

Experience Qualifications:
  • 4+ years of management experience with multiple direct reports in a similar service organization
  • Experience working directly with customers to resolve process and product issues
  • Experience managing remote personnel
  • Demonstrated verbal, written and presentation skills
  • Proficient in Microsoft office (including Project and Visio)
  • Strong organizational and time management skills
  • Business process, development and improvement experience
  • Knowledge of metrology or calibration activities
Posted: 2019-10-02 Expires: 2019-11-01

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Technical Field Services Manager

Massachusetts Gore, ME 04936

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