Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Laboratory Setting, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

The Field Service Supervisor is responsible for providing day-to-day management to a team of field service engineers, supporting and guiding the team to meet customer and service region objectives. Working closely with the Sr. Service Manager to lead all aspects of service support and customer relationship management in the region. In addition, the successful candidate will coach and mentor their team and may also help to deliver complete services on our CMD products.

Territory: up to 50% travel within territory - West Region - CA, WA, OR, AK, HI, NV; remote candidate must live within the territory.

• Direct the activities of a dedicated team of service employees within the assigned area of responsibility.
• Applies Leader Standard Work to supervise resources, installations, and preventative maintenance issue management.
• Reviews field schedules, data, reports, Power BI dashboards, service reports, and customer surveys to ensure that business activities align with stated service objectives to deliver high quality service in an efficient and effective manner.
• Coaching, mentoring, and working with your engineers to drive improved performance through active engagement in daily work.
• Conduct performance reviews and recommend salary adjustments.
• Must be dedicated to delivering a positive customer experience, supporting the regional service team and in conjunction with other regions and internal customers.
• Proficient with the use of customer management software to track service calls, run parts inventories, and complete job tasks
• Coordinates service issues to achieve resolution with engineering, customer service, and global tech support to expedite service delivery.
• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
• Leads and runs customer complaints via SAP CRM tool as needed.
• Ensures service teams work safely through safety advocacy, ensuring timely training completion, and driving a safety-first culture.
• Ensure the accuracy of service reports through regular auditing and corrective activities.
• Assist Direct Manager and Regional Manager to establish and implement both strategic and tactical service business plans
• Assist selection, hiring, and training of new employees
• Assist in driving effective processes to expand product and service sales
• Lead/participate in PPI project teams as identified to improve business performance.

• Bachelor's Degree in Engineering, Science, or equivalent experience required.
• 5 + years of hands-on experience working with analytical instrumentation, preferably as a Service Engineer, or equivalent experience.

• Shown success as a mentor, coach, or team leader.
• Effective social skills and establishing good customer rapport are critical.
• Ability to prioritize planned service requests and produce clear and concise documentation
• PPI trained and certified, ideally an experienced process manager.
• Ability to work independently.

• Ability to safely lift 50 Lbs with assistance on occasion.
• Ability to bend, squat, stretch, and reach, daily in a service function.
• Maintain a valid driver's license and demonstrate responsible driving habits.
• Technical background of instrument repair in a laboratory and/or field service setting.

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount