Full-Time Field Service Manager

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

This position directly supervises all remote and headquarters-based Field Service Engineers within the Americas region, ensuring they are organized, trained, and appropriately managed.

Collaboration with the Global Field Service Director / Sr. Director is required when NALA resources are needed in the EMEA and APAC regions.

Operational Responsibilities:

• Training program execution for internal and external customers.
• Management and delivery of customer support functions and metrics.
• Technical documentation.
• Installation/preventative maintenance management.
• Defining the customer experience post-deployment.

Customer Service Focus:

• Providing quality and efficient customer service through hiring, motivating, coaching, training, and problem-solving.
• Recommending staffing, training, scheduling, career pathing of employees, and customer events.
• Managing service programs and delivery to ensure service expectations and client satisfaction.

Collaboration:

• Works closely with the Field Service Director.
• Collaborates with the Production Manager, Engineering Directors, Technical Support Management, and Field Service Advisors to balance customer and employee needs.

Travel Requirements: Up to 75% travel within the United States (occasional South American travel).

Minimum Qualifications:

• Minimum 2-year AA degree or equivalent experience.
• 2+ years of experience in a Field Service Leadership role with direct reports.

Preferred Qualifications:

• Knowledge of Microsoft Office Suite, CRM, and Field Service CRM.

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