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direct reports to assure that trainings are current and up-to-date with all team members compliant and no overdue outdated training certifications.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
- Fluency in Microsoft Office applications; Experience with Salesforce/ServiceMax a plus
- Ability to work in a fast-paced environment
- Proven ability to organize, motivate and direct people
- Ability to travel when required
- A strong electrical-mechanical skill set (water purification knowledge is a plus)
Pay Range for this position: $122,100-$198,100
The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses. Benefits offered by the Company include health insurance, paid time off (PTO), retirement contributions, and other perquisites. For more information click
here.
