Manager, Field Service- Northeast Region

Responsibilities

• Lead and develop a high-performing regional team of Team Leads and Field Service Engineers, including full ownership of recruitment, onboarding, coaching, performance management, and expense oversight to ensure operational excellence and employee engagement.
• Drive regional service execution by strategically planning, prioritizing, and assigning field activities aligned with customer demand, service commitments, and business objectives.
• Design regional coverage strategy to maximize resource output and utilization across the CALID product portfolio.
• Own and lead escalation management, partnering with Technical Support and the Customer Assistance Team (CAT) to resolve complex issues quickly, minimize downtime, and protect customer relationships.
• Champion a customer-first service culture, promoting proactive service delivery, continuous improvement, and strong customer engagement to enhance satisfaction, retention, and overall success.
• Collaborate cross-functionally with Regional Sales leadership to identify growth opportunities, support commercial initiatives, and align service delivery with broader business strategies, including close partnership with Pharma/BioPharma teams to prioritize critical service needs.
• Partner with Aftermarket Sales to drive revenue growth, expanding service contract penetration, identifying upsell opportunities, and supporting long-term customer lifecycle management within the region.
• Ensure operational rigor within Salesforce case management, including timely review, approval, and closure of service cases, accurate documentation, and coordination of invoicing and installation acceptance reporting.
• Monitor, analyze, and influence key performance indicators (KPIs), leveraging data-driven insights to improve service efficiency, customer outcomes, and team performance.
• Optimize resource allocation and capacity planning based on performance metrics, regional demand, and growth projections, ensuring scalability and alignment with evolving business needs.

Qualifications

• Bachelor’s degree in Life Sciences, Engineering, or Business
• Several years of field service experience for high-performance analytical instrumentation in academic and industrial labs based on MS technologies
• Minimum 7 years of service management experience with an understanding of service processes and procedures
• Advanced technical expertise on Bruker systems or similar products
• Excellent communications skills needed to work with a wide variety of knowledge levels with customers of differing backgrounds and markets
• Excellent organizational skills with the ability to manage multiple priorities
• Professional communication skills with the ability to communicate with all levels of an organization
• Strong customer service skills and ability to interact with leaders at various levels and within various industries
• Ability to understand and navigate business needs within designated territory
• Must thrive in a team environment with a strong code of personal ethics, leadership, and problem-solving skills
• Ability and willingness to travel as required
• Proficiency in Salesforce CRM, including its reporting function
• Proficiency in Microsoft Office and SFDC