Field Service Manager

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This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.
Your Role:
Field Service Manager responsible for leading a team of Millipore Sigma and Service Partner technicians in providing on-site customer support and technical assistance at customers sites. Managing day-to-day activities of the team to assure timely and efficient completion of installations, preventative maintenance, repairs, validation/qualification services and training customers on our products and services. Work closely with our customers to build strong relationships, partnering with them to assure service levels are consistently meeting or exceeding the customers expectations.
Key Tasks & Responsibilities:
Manage a team of experienced field service representatives both direct and service partners consistent with company values.
Ensure timely and efficient installation, maintenance and repair of Millipore Sigma instruments primarily Lab Water Solutions products.
Manage the day-to-day activities of the district, optimizing resources, managing individual development and providing formal and informal feedback
Meet financial objectives by forecasting revenue and expenses, budgeting and scheduling expenditures
Partner with EHS for employee health and safety and administer recommendations
Partner with Quality to assure that ISO/QMS activities are followed and support audits
Manage effective use of resources while enabling expedient response to challenging customer and sales requests
Ensure customer satisfaction is a priority and maintained at industry top level according to proscribed guidelines and as measured through Net Promoter Score and Service Excellence scores.
High level of customer acumen making difficult decisions in complex or high stress situations
Partner with Field Sales, Digital Sales, Maintenance Contract Sales to execute site visits for wellness checks (i.e. systems installations, health checks, consumables needs)
Field visits with team including direct, partner representatives and field sales specialist.
Manage training of new and existing direct reports to assure that trainings are current and up-to-date with all team members compliant and no overdue outdated training certifications.
Ensure the timely issuance of timecards and expense reports following company policies for travel and expense management and time and attendance.
Drive results to meet/exceed all service-related KPIs
Review service work for completeness and correctness
Perform routine inventory checks for relevancy and accuracy
Work with Field Sales to assure service quotations are complete and accurate
Partner with Digital Sales, Field Sales, Maintenance Contracts teams to drive field service lead generation.
Build and maintain strong relationships with counterparts at Partner Companies
Located preferably in the North West region
Who You Are
Minimum Qualifications:
Bachelor's degree in Science, Technology or Engineering or similar or 5-7 years of managing field service operations
Service and support experience with instrumentation (Lab Water)
Demonstrated leadership experience
Preferred Qualifications:
Demonstrated leadership skills to motivate, support and empower people
Ability to present a powerful and positive professional image
Demonstrated Customer management skills; ability to manage and diffuse difficult customer situations
Data-driven, detail-oriented approach to making decisions
Strong track record of reducing operating costs while improving customer satisfaction
Excellent written and verbal communication skills