Field Service Manager

Key Tasks & Responsibilities

• Manage a team of experienced field service representatives both direct and service partners consistent with company values.
• Ensure timely and efficient installation, maintenance and repair of Millipore Sigma instruments primarily Lab Water Solutions products.
• Manage the day-to-day activities of the district, optimizing resources, managing individual development and providing formal and informal feedback.
• Meet financial objectives by forecasting revenue and expenses, budgeting and scheduling expenditures.
• Partner with EHS for employee health and safety and administer recommendations.
• Partner with Quality to assure that ISO/QMS activities are followed and support audits.
• Ensure customer satisfaction is a priority and maintained at industry top level according to proscribed guidelines and as measured through Net Promoter Score and Service Excellence scores.
• High level of customer acumen making difficult decisions in complex or high stress situations.
• Partner with Field Sales, Digital Sales, Maintenance Contract Sales to execute site visits for wellness checks (i.e. systems installations, health checks, consumables needs).
• Manage training of new and existing direct reports to assure that trainings are current and up-to-date with all team members compliant and no overdue outdated training certifications.
• Ensure the timely issuance of timecards and expense reports following company policies for travel and expense management and time and attendance.
• Drive results to meet/exceed all service-related KPIs.
• Review service work for completeness and correctness.
• Perform routine inventory checks for relevancy and accuracy.
• Partner with Digital Sales, Field Sales, Maintenance Contracts teams to drive field service lead generation.
• Build and maintain strong relationships with counterparts at Partner Companies.

Minimum Qualifications

• Bachelor's degree in Science, Technology or Engineering or similar or 5-7 years of managing field service operations.
• Service and support experience with instrumentation (Lab Water).

Preferred Qualifications

• Demonstrated leadership skills to motivate, support and empower people.
• Ability to present a powerful and positive professional image.
• Demonstrated Customer management skills; ability to manage and diffuse difficult customer situations.
• Data-driven, detail-oriented approach to making decisions.
• Strong track record of reducing operating costs while improving customer satisfaction.
• Excellent written and verbal communication skills.
• Fluency in Microsoft Office applications; Experience with Salesforce/ServiceMax a plus.
• Ability to work in a fast-paced environment.
• Proven ability to organize, motivate and direct people.
• A strong electrical-mechanical skill set (water purification knowledge is a plus).

Pay Range

Pay Range for this position: $122,100-$198,100

The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors.

Position may be eligible for sales or performance-based bonuses.

Benefits

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What we offer

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology.

We are committed to creating access and opportunities for all to develop and grow at your own pace.

Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!