Manager, Regional Service, East

Position Overview

The Manager, Regional Service, East, leads a team of Field Service Engineers to deliver high-quality installations, maintenance, and repair activities across the assigned region. This role ensures rapid response times, high equipment uptime, and exceptional customer satisfaction while remaining actively customer-facing to manage escalations and align resources.

Key Responsibilities

• Leads, coaches, and develops a team of Field Service Engineers, ensuring strong engagement, accountability, performance, and continuous professional growth

• Manages workforce planning, scheduling, and resource allocation to efficiently meet regional service demands

• Plans and prioritizes field service activities, including installations, repairs, and preventative maintenance, ensuring all work is completed safely, on time, and in accordance with company standards

• Maintains key service metrics-including response times, equipment uptime, resource utilization, and customer satisfaction-to drive continuous operational improvement

• Serves as the primary point of contact for complex customer escalations, driving timely resolutions and ensuring clear communication

• Buils strong relationships with key customer stakeholders to understand operational needs, managing discussions related to service scope, cost estimates, warranties, and billable work

• Enforces operational discipline within ServiceMax (or equivalent FSM system) for proper case documentation, prioritization, and end-to-end follow-through

• Partners with technical support and second-line teams to prioritize and resolve escalated cases efficiently, minimizing customer downtime during machine-down situations

• Collaborates with the National Service Manager and Director of Aftermarket to drive the division's aftermarket growth agenda, identifying opportunities to strengthen service sales and promote value-added offerings

• Partners with the Sales team to support customer engagements, service contract growth (MYCare), and system upgrades

• Provides technical and commercial input for quotes by developing accurate service cost estimates and clearly defining the scope of work

• Collaborates with Product Management, Engineering, and Applications to provide critical field feedback and support new product introductions

• Works cross-functionally with parts, logistics, and internal support teams to streamline service delivery

• Empowers field teams to convert daily service insights into actionable commercial leads, fostering a proactive, commercially oriented service organization

• Drives process modernization across the regional team by leveraging data, digital tools, and emerging AI technologies to enhance customer experience and improve efficiency

Experience And Qualifications

• Bachelor's degree in Engineering, Business, or a related discipline preferred, or an equivalent combination of education and experience
• Proven track record leading, coaching, and managing field service, technical support, or engineering teams
• Strong operational skills with experience managing service KPIs, resource utilization, and fast-paced workforce planning
• Demonstrated success managing customer relationships, resolving complex escalations, and balancing business/financial priorities
• General understanding of capital equipment, electronics manufacturing, or industrial automation, with PCB assembly equipment experience preferred
• Excellent written and verbal communication skills with the ability to effectively engage customers, cross-functional teams, and executives
• Experience with ServiceMax or similar FSM tools, proficiency in MS Office, and an aptitude for data analytics and emerging digital tools
• Willingness to travel up to 25% within the region and work in customer production or cleanroom environments as required

Supervisory Responsibilities

This position is responsible for directly supervising the work of two or more full-time employees or their equivalent.

Compensation

Salary is commensurate with experience and qualifications. Salary range expected to be $100,000.00 - $135,000.00 annually.

Working Conditions/Physical & Mental Demands

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. Standard office environment. Significant computer work should be expected.

Culture of Collaboration & Personal Growth

At Mycronic, we love what we do, but most importantly who we do it with. Because to us the relationships we have with our customers and each other are the keys to success. Take part in the excitement of working with innovative people and global businesses who are elevating today's standards in modern electronics. Share in the responsibility of bringing great ideas to life within an inclusive culture that not only promotes personal growth and embraces diversity but depends upon it. Here you are expected to have a voice and will be encouraged to get involved. It's this very mindset that empowers our people to make a positive difference for a broad range of businesses, society and the planet - every day.

Equal Opportunity Employer

Mycronic is an equal opportunity employer committed to workplace diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.