Field Service Manager

Home based with travel

The Field Service Manager will be responsible for meeting requirements for US daily machine installations, service maintenance and repair needs of our customers’ equipment across designated territory. Establish and maintain proper business relationships with customers and peers as well as performing necessary administrative duties as required and any other duties.

Key Responsibilities:

Nationwide installation and field Support activities

• Manage team of Field Service Engineer to support nationwide installation and in field repair requirements.
• Provide coaching and training as needed to the Field Service Engineer team.
• Collaborate with commercial and logistics teams to support installation and in field service requirements.
• Maintain metrics measuring all aspect of the US install and field service operations.
• Serve as Site least for West Coast Service Repair Cell Operations.

In addition to managing the US activities, this role should be capable of supporting the following:

Installation of Devices at Required Sites

• Device installation according to the QMS approved procedures and safety requirements.
• Trouble shooting installation, conducting in-scope field maintenance, and repair on designated equipment if required.
• Preventative maintenance and field modifications.
• Coordinate the ordering and managing of parts needed for repair and replacements
• Escalate machine issues if required to Engineering in support of repair and root cause analysis.
• Ensure tools and test equipment are functional and calibrated.
• Meet Health, Safety and other regulatory requirements.
• Report customer feedback into the customer feedback process.
• Ensure compliance of all administrative responsibilities such as installation documents up to date in a timely manner.
• Ensuring all training and device knowledge is kept up-to-date in line with current procedures.

Machine Service and Maintenance

QMS Compliance

Requirements

Requirements/Qualifications

• Educational background showing relevant qualifications in an engineering discipline
• Previous work experience servicing electro-mechanical equipment in a safety critical environment; medical devices is preferred but not essential.
• Experience in troubleshooting and responding to customer’s needs.
• Experience at interfacing with both internal team members and external customers as part of a solution-based service process.
• Experience managing a team of technical staff is not essential but preferred
• Proficient level of computer skills including Word, PowerPoint, Excel and Outlook.
• Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy to understand manner.
• Resourceful, with the ability to work independently.
• Strong time management skills.
• Decision making, problem resolution and creative thinking skills.
• Attention to detail.
• Able to work productively in a pressurised environment.
• Ethical and trustworthy.
• Flexible to travel across the US when required.