Domestic Service Manager - Separation ScienceSchedule: Full Time: 8:00am - 5:00pm, Monday - Friday
Position Summary: The Domestic Service Manager - Separation Science, is responsible for overseeing the day-to-day operations of U.S. service activities, with a strong focus on field service execution, resource coordination, and operational efficiency for the Separation Science department. This role ensures timely service delivery, supports training initiatives, monitors service quality, and collaborates with global counterparts to align on shared resources and priorities. The position emphasizes hands-on management of U.S. field service operations.
Position Responsibilities:Service Operations & Scheduling- Coordinate and schedule all U.S. field service calls to ensure efficient and timely execution.
- Monitor daily service activity and proactively address scheduling or completion issues.
- Ensure optimal utilization of Field Service Engineers (FSEs) across remote and headquarters-based teams.
Team Leadership & Management- Directly manage U.S.-based Field Service Engineers (FSEs), both remote and at headquarters.
- Lead onboarding and development of new FSEs, ensuring readiness and adherence to company standards.
Training & Development- Plan and implement the annual training schedule for Field Service teams.
- Support international FSE training programs in collaboration with the Global Service Manager.
- Periodic field visits with FSEs for training and quality monitoring.
Quality & Reporting- Review all U.S. service reports to identify trends, document issues, and recognize successes.
- Report service and installation quality issues to appropriate teams and suggest possible solutions.
- Maintain high standards of service delivery through consistent performance monitoring.
Maintenance & Service Programs- Oversee U.S. maintenance plan updates, renewals, and sales support activities.
- Ensure customers receive appropriate service coverage and ongoing support.
Cross-Functional & Global Collaboration- Partner with the Global Technical Support & Training Manager on shared initiatives, including:
- Hardware validation projects
- International training programs
- Inventory-related challenges and planning
Position Requirements: - Minimum of 5 years of experience with GCMS, GCMSMS, GC-TOF (preferred) or LCMS equivalents.
- Technical background in mass spectrometer instrumentation. Additional experience with instrument control software, or related engineering field a plus.
- Proven experience in service operations, field service management, or a related technical leadership role.
- Strong organizational and scheduling skills with the ability to manage multiple priorities and groups.
- Experience managing remote teams and field-based personnel.
- Excellent communication and cross-functional collaboration skills.
- Ability to analyze service data and make continuous improvement suggestions.
Education/Certifications: - Bachelor of Science in physical science such as Biology, Chemistry, or Physics or equivalent experience.
