Supervisor, Field Service - New England

This is a remote role primarily supporting the New England area. Relocation assistance is not provided.

Environmental Conditions

Office

Responsibilities

• Lead, mentor, and develop a team of field service engineers
• Coordinate daily service operations and ensure timely issue resolution
• Oversee complex troubleshooting and repair of advanced systems
• Monitor and manage service KPIs, performance metrics, and quality standards
• Build and maintain strong customer relationships
• Ensure compliance with safety protocols, regulatory requirements, and quality systems
• Partner with cross-functional teams to support operational goals
• Drive continuous improvement initiatives to enhance service delivery
• Support workforce planning, scheduling, and territory management
• Serve as a technical resource to the team, supporting the diagnosis and resolution of complex customer issues using instrument performance reports, field representative documentation, and diagnostic data
• Coordinate problem resolution with factory engineering, customer service, and other personnel to expedite repairs
• Identify and communicate recurring technical issues and trends that affect future design, production, service, and maintenance processes, and recommend modifications and feedback to eliminate future problems
• Ensure the timely and accurate completion of team administrative and compliance requirements, including training, service reports, expense reporting, vehicle documentation, and other required records

Requirements

• BS or graduate degree in Sciences, Engineering, Electronics, or equivalent experience
• 5+ years of technical experience with complex scientific and laboratory instrumentation, including troubleshooting and repair
• Prior experience in leading, managing, and developing a team of highly skilled engineers preferred
• Proven ability to facilitate, develop, and strengthen customer relationships and drive high levels of customer satisfaction
• Experience managing schedules, tracking service activities, assisting parts inventory management, and driving revenue objectives
• Ability to work outside regular business hours and/or on-call work
• Ability to travel overnight within regional territory monthly
• Must be legally authorized to work in the United States without sponsorship now or in the future
• Must be able to pass a comprehensive background check and drug screen
• Valid driver's license

Skills

• Strong communication skills between the customer and the company to help ensure effective service is provided
• Intensity, focus, and determination to drive success
• Strong organizational skills and attention to detail

Pay

The salary range estimated for this position based in Massachusetts is $83,300.00–$110,000.00. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy.

Benefits

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

Schedule

Standard (Mon-Fri)