Full-Time Field Service Manager

Field Service Manager will create, scale, and oversee field service support, employee, and customer care for LGC instrumentation in the NALA region.

Responsibilities include:

• Directly supervising Field Service Engineers in the Americas region, ensuring organization, direction, training, and management.
• Collaborating with the Global Field Service Director/Sr. Director on NALA resources for EMEA and APAC regions.
• Executing training programs for internal personnel and external customers.
• Managing and delivering customer support functions and metrics.
• Managing installations/preventative maintenance.
• Defining customer experience post-deployment.
• Providing quality customer service through hiring, motivating, coaching, training, and problem-solving.
• Recommending staffing, training, scheduling, career pathing, instrument upgrades, and customer events.
• Managing service programs and delivery to meet client satisfaction objectives.
• Collaborating with Field Service Director, Production Manager, Engineering Directors, Technical Support Management, and Field Service Advisors.

Travel: Up to 75% within the US, occasional travel to South America.

Qualifications:

• Minimum 2-year AA degree or equivalent experience.
• 2+ years in Field Service Leadership role with direct reports.
• Preferred: Knowledge of Microsoft Office Suite, CRM, and Field Service CRM.

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