Role Overview

Provide leadership and oversight for field service operations.
Manage a team of Field Service Engineers/Representatives (FSE/FSRs) and onsite service delivery to ensure optimal customer satisfaction, system reliability, and contractual compliance.
Supervise and manage a team including scheduling, performance evaluations, coaching, disciplinary actions, vacation approvals, timecard reviews, and expense management including travel approvals.
Responsible for the successful delivery of all on-site service and support by company Field Service associates including unscheduled service and preventative maintenance calls.
Ensure 100% completion of monthly PM obligations.
Review and monitor equipment reliability and maintenance metrics, develop and manage improvement plans as needed.
Develop technical training schedules and requirements with third-party service providers and company Field Service associates to ensure adequate onsite service coverage for installed product base.
Monitor and manage field service parts inventory levels to achieve an 80% or greater first pass fill rate.
Develop strategies to monitor and improve customer satisfaction.
Communicate with internal departments and management to ensure issue resolution.
Assist the Sales team with presale and post-sale activities related to service delivery.
Expected to travel up to 60%
80% of the time, including overnight and short-notice travel by automobile and air to various customer sites.
Monitor open tickets/escalations and provide remote troubleshooting support to customers and Technical Support Center.
Maintain availability after hours to oversee and coordinate team response for critical break-fix service calls.
Provide Trend Analysis and other reporting.

Requirements

Diploma or degree in a technical field including, but not limited to: mechanical, electrical, computer, biomedical or 7+ years of direct field service (or equivalent) experience troubleshooting and repairing computerized electro-mechanical systems.
7+ years of experience working in a service capacity with direct customer interaction.
Technical proficiency with automated/robotic systems, and electro-mechanical troubleshooting.
PLC programming (Allen Bradley/Mitsubishi) is preferred.
Knowledge of pharmaceutical/cleanroom environments preferred.
Proficient in Microsoft Office Suite, CRM software, Windows OS, and computer networking.
Ability to manage multiple priorities in fast-paced, customer-facing environment.

Benefits

Competitive salary
Medical/RX/Dental/Vision benefits
Healthcare and dependent care FSAs
Company paid Life/ADD insurance
Company paid STD plans
Company paid EAP plan
Opportunity to participate in the company 401k plan with employer match
Flexible work schedule

ARxIUM

Open Positions (1)

Engineering

Field Service Engineer, Supervisor