Field Service Manager

About the role

• Work Schedule
• Standard (Mon-Fri)
• Environmental Conditions

Able to lift 40 lbs. without assistance, Laboratory Setting, Loud Noises (Equipment/Machinery), Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

About the role

We are seeking an experienced and motivated Field Service Manager to lead a team of Field Service Engineers supporting bulk elemental analysis instrumentation utilizing optical emission spectroscopy (OES) and X-ray technologies, including X-ray fluorescence (XRF).

This position offers an exciting opportunity for a technically accomplished leader who is passionate about developing people, delivering exceptional customer experiences, and driving operational excellence. The successful candidate will combine strong technical aptitude with effective people leadership, business acumen, and a continuous improvement mindset to ensure the successful delivery of field service operations.

As a Field Service Manager, you will be responsible for developing and supporting a high-performing service team, ensuring instrument reliability, maintaining service contract commitments, and building lasting customer relationships. Your leadership will directly contribute to customer success across critical industries, including metals, mining, cement, and other industrial applications.

Key Responsibilities

Team Leadership and Development

• Lead, coach, and develop a team of Field Service Engineers to achieve individual, team, and organizational performance objectives.
• Establish clear performance expectations, provide regular feedback, and support professional development and career growth.
• Foster a culture of accountability, collaboration, continuous improvement, and customer-focused service delivery.
• Support recruitment, onboarding, technical training, and succession planning to maintain a highly capable field service organization.

Service Operations and Technical Support

• Oversee field service activities, including installations, preventive maintenance, troubleshooting, repairs, and technical support for complex analytical instrumentation.
• Ensure timely and effective resolution of customer technical issues, providing escalation management and technical guidance when necessary.
• Monitor service performance indicators, including response times, service completion, productivity, customer satisfaction, and service quality.
• Optimize resource allocation, scheduling, and service coverage to meet customer needs and operational objectives.
• Ensure service activities are accurately documented and performed in accordance with established procedures, quality standards, and safety requirements.

Customer Experience and Relationship Management

• Develop and maintain strong relationships with customers, serving as a trusted escalation point for complex service issues.
• Ensure customer commitments and service contract entitlements are understood, tracked, and consistently fulfilled.
• Proactively identify opportunities to improve customer satisfaction, instrument reliability, and overall service experience.
• Collaborate with Sales, Technical Support, Applications, and other internal teams to deliver effective solutions and strengthen customer partnerships.

Business Performance and Continuous Improvement

• Drive service business performance through effective operational management, cost control, and achievement of revenue objectives.
• Identify opportunities to expand service relationships, support contract renewals, and promote service offerings that deliver customer value.
• Analyze service performance metrics to identify trends, address operational challenges, and implement sustainable improvements.
• Lead initiatives to improve service efficiency, engineer productivity, process consistency, and customer outcomes.
• Support the implementation of organizational service strategies, business objectives, and operational best practices.

How You Will Get Here

Education

• Bachelor's degree in Engineering, Science, Business, or a related field, combined with a minimum of 5 years of relevant technical service experience in analytical instrumentation, laboratory equipment, or a related industry.
• Equivalent combinations of education, technical training, and relevant military experience may be considered.

Experience

• Minimum of 5 years of demonstrated people management experience, preferably leading field service teams in a technical or customer-facing environment.
• Proven experience managing service operations, developing technical teams, and driving operational performance.
• Demonstrated success supporting business growth, achieving revenue objectives, and managing service-related financial performance.
• Experience managing customer relationships, resolving escalated technical issues, and maintaining high levels of customer satisfaction.
• Proven ability to implement service strategies, improve operational processes, and drive measurable performance improvements.

Knowledge, Skills, and Abilities

• Strong technical aptitude with the ability to understand complex analytical instrumentation and support technical problem-solving.
• Demonstrated leadership capabilities with a passion for coaching, mentoring, and developing high-performing teams.
• Strong business acumen with the ability to balance customer needs, operational efficiency, and financial objectives.
• Excellent customer relationship management, communication, negotiation, and problem-resolution skills.
• Strong organizational, analytical, and project management skills, with the ability to manage competing priorities effectively.
• Ability to interpret operational performance metrics and translate findings into actionable improvement initiatives.
• Proficiency with customer relationship management (CRM) platforms, such as SAP Cloud for Service or Salesforce, Microsoft Office applications, and service management systems.
• Excellent written and verbal communication skills, with the ability to engage effectively with customers, technical personnel, and cross-functional leadership.
• Ability to work independently, make sound business decisions, and lead teams in a dynamic, customer-focused environment.

Preferred Qualifications

• Experience supporting optical emission spectroscopy (OES), X-ray fluorescence (XRF), or other elemental analysis instrumentation.
• Familiarity with industrial analytical applications, particularly within metals, mining, cement, or related industries.
• Additional certifications or formal training in service management, project management, Lean, Six Sigma, or other continuous improvement methodologies.
• Experience managing geographically dispersed field service teams and supporting complex service contract portfolios.

Additional Requirements

• Ability to travel up to 10% as business needs require.
• Valid driver's license and driving record meeting company requirements.
• Commitment to maintaining a safe working environment and promoting compliance with applicable safety policies and procedures.