Field Operations Analyst

Essential Functions And Responsibilities

• Manage the end-to-end service order lifecycle in CRM/ERP systems (e.g., Salesforce, SAP), including work orders, invoicing, service contracts, warranties, preventive maintenance agreements, and time-and-material transactions
• Coordinate instrument implementations from order placement through customer acceptance, ensuring milestones, documentation, and customer expectations are met
• Maintain accurate installed base records, including warranties, service contracts, upgrades, relocations, loaners, and decommissions
• Manage field inventory operations, including trunk stock programs, replenishment, audits, territory transitions, and parts logistics to minimize service disruptions
• Cook up and track IQ/OQ/PQ activities, ensuring documentation is complete, compliant, and audit-ready
• Monitor and resolve order exceptions, billing discrepancies, contract coverage gaps, and other service administration issues in a timely manner
• Develop and maintain dashboards and reports to track key service metrics, including MTTR, FTFR, service revenue, contract attach rates, and customer satisfaction
• Analyze operational data and trends to provide actionable insights and support monthly, quarterly, and annual business reviews
• Serve as a key liaison across Field Service, Technical Support, Sales, Finance, Supply Chain, and IT to ensure seamless execution of service operations
• Partner with cross-functional teams to support process automation, system integrations, and continuous improvement initiatives that enhance operational efficiency and data quality
• Document and maintain SOPs, support onboarding and training, and ensure compliance with internal controls, audit requirements, and service governance policies
• Champion a best-in-class customer experience by serving as an escalation point, monitoring customer satisfaction metrics, and driving improvements across the service journey

Education And Experience

• Bachelor's degree in Business Administration, Life Sciences, Engineering, or a related field; equivalent experience may be considered
• Master's degree (MBA or scientific/engineering discipline) is a plus
• 2–5 years of experience in service operations, commercial operations, or business operations, preferably within life sciences, medical devices, scientific instrumentation, or capital equipment industries
• Experience supporting Field Service or Technical Support organizations, with proficiency in CRM and ERP systems such as Salesforce, SAP, Oracle, ServiceMax, or equivalent platforms
• Strong analytical skills with advanced proficiency in Excel and PowerPoint; experience with Tableau, Power BI, or similar reporting and data visualization tools preferred
• Demonstrated ability to manage multiple priorities, analyze operational data, and communicate insights effectively to cross-functional teams and senior stakeholders
• Familiarity with service contract administration, revenue recognition principles, and multi-element service agreements is preferred
• Knowledge of quality systems and regulatory requirements, including ISO 9001 and FDA 21 CFR Part 11, is a plus
• Highly collaborative, customer-focused, and adaptable, with a continuous improvement mindset and the ability to influence across Sales, Finance, IT, and Field organizations