Field Service Engineer, Supervisor

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