Position SummaryThe Sr. Manager of Field Service Engineering leads and grows the FSE team, owns the international service center program, drives on-site field operations, and serves as the senior technical escalation point for RMA/DOA resolution and the 24/7 service line. Reporting to the Director of Global Customer Experience, this role ensures 908 Devices' deployed instruments perform at the highest level for every customer.
Key Responsibilities:- Manage and develop Field Service Engineers; recruit and onboard FSE talent as the team and customer base expands.
- Working with Channel partner management on the full lifecycle of the international service center (ISC) network - partner selection, onboarding, auditing, training, parts processing, and performance management.
- Lead on-site customer visits to inspect, audit, and service deployed hardware fleets; build scalable processes for large-scale field assessments.
- Provide personal on-call support to the 24/7 service line and manage team scheduling to ensure consistent FSE coverage.
- Serve as senior technical resource for RMA and DOA escalations; drive cross-functional resolution with Operations, Engineering, and Quality.
- Contribute field service insights to product quality reviews, NPI, and serviceability improvements; support Sales and Customer Success on service-related inquiries.
Skills and Experience:- Bachelor's degree in Engineering or Applied Science (or equivalent experience).
- 5+ years in field service engineering or hands-on technical support; 2+ years of people management experience.
- Experience managing a service center, distributor service, or depot repair network; familiarity with RMA/DOA and warranty processes.
- Demonstrated ability to troubleshoot complex electro-mechanical or analytical instrument hardware.
- Experience in CBRN detection, analytical instrumentation, or public safety hardware preferred.
- Excellent communication skills; strong organizational and project management abilities. Willingness to travel 40%, including internationally.
Additional Information- Compensation: The annualized base pay range for this position at the commencement of employment is expected to be between $140,000 and $160,000 per year; the base pay offered may vary depending on several individualized factors, including market location, job-related skills, and experience. This position may also be eligible to receive additional compensation, such as an annual incentive bonus, or long-term incentives.
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