Senior Manager, Field Service

Key Responsibilities

• Team Leadership & Development
• Lead and inspire service team leaders, promoting a culture of excellence, collaboration, and accountability
• Mentor and coach team members to strengthen leadership capabilities and financial acumen
• Conduct regular performance reviews, set clear objectives, and provide actionable feedback
• Serve as a supportive resource for team leaders while maintaining weekly calls with team leaders (does not generally sit in on team calls with engineers)
• Drive financial growth and profitability through contract retention while managing costs effectively
• Support Service P&L management, including revenue forecasting and ongoing cost control
• Partner with service finance to analyze cost trends and identify revenue leakage
• Contribute input into the development of the annual budget and operating plan
• Establish S.M.A.R.T. goals for the region and achieve these goals while exemplifying a positive work culture and strong leadership
• Evaluate and improve field service performance through KPI monitoring, processes, and procedures while ensuring Service Level Agreements (SLAs) are met while mitigating risks
• Monitor key performance indicators to improve customer satisfaction and ensure SLA compliance
• Foster a data-driven culture through operational feedback loops and effective policy implementation
• Ensure adherence to organizational policies and documentation standards
• Identify and address service delivery gaps using Salesforce reports
• Cross-Functional Collaboration & Project Management
• Work with the Sales and FAS team to help understand business needs and to resolve customer's needs along with innovative product and service solutions
• Take on and own various regional-level service-related projects or initiatives as requested by senior management
• Collaborate with Technical Support teams at various factories, field sales individuals, data analytics team members, R&D, and other departments to ensure cross-functional alignment and coordination of service activities
• Partner with technical support and factory teams to support deployment of new product introductions (NPIs)
• Data Analytics & Reporting
• Utilize various business applications to run reports and build dashboards to gain insight into the various aspects of managing a field service business to help drive efficiencies
• Collaborate with data analytics to develop actionable reporting tools that support operational and financial goals

Basic Qualifications

• Bachelor's degree in Engineering, Business Administration, Technical Field
• Minimum 5 years of progressive leadership experience in field service, technical support, or related customer-facing operations
• Minimum 3 years of direct people management experience, including managing managers or team leaders
• Minimum 3 years project management skills with experience leading cross-functional initiatives
• Proficiency in CRM systems (Salesforce preferred) and business analytics tools
• Excellent communication and presentation skills with ability to interact effectively at all organizational levels
• Minimum 3 years experience in medical device, life sciences, or regulated industry preferred
• Willingness to travel up to 50%

Preferred Qualifications

• Advanced degree (MBA, MS Engineering, or equivalent)
• 7+ years of field service management experience in medical devices, diagnostics, or life sciences industry
• Experience managing geographically dispersed teams across multiple states/regions
• Demonstrated expertise in process improvement methodologies (Lean, Six Sigma, etc.)
• Strong financial acumen with experience in budget development, forecasting, and cost management
• Advanced proficiency in data analytics tools and dashboard creation (Tableau, Power BI, etc.)
• Experience with service contract management and SLA optimization
• Knowledge of regulatory requirements (FDA, ISO 13485, etc.) in medical device servicing
• Proven ability to drive cultural change and implement best practices across service organizations
• Experience collaborating with R&D, manufacturing, and technical support teams on new product introductions
• Strong customer relationship management skills with experience in escalation resolution
• Professional certifications in project management (PMP), service management (ITIL), or related fields

Pay Range

The pay range for this full-time position is a salary $112,000.00 - $149,000.00 USD Annually.

Benefits

We provide competitive and comprehensive benefits to our employees. Below are some highlights of our benefits:

• Medical, Dental, and Vision Insurance Options
• Life and Disability Insurance
• Paid Time-Off
• Parental Benefits
• Compassionate Care Leave
• 401k with Company Match
• Employee Stock Purchase Plan

Learn more about Revvity’s benefits by visiting our Bswift page. Log-In instructions are provided towards the bottom of the Bswift page. For benefit-eligible roles only. Part-time and temporary roles may not be eligible for all benefits listed. Please reach out to your recruiter for more information.