As a Field Service Manager, you will lead and develop a team of Field Service Engineers responsible for delivering, installing, maintaining, and repairing equipment used in a laboratory environment. In this role, you will drive customer satisfaction, team development, process optimisation, and business growth while ensuring quality.
Key Responsibilities
* Lead, recruit, motivate, and develop a team of Field Service Engineers.
* Build technical expertise and capability through structured training, mentoring, and individual development plans.
* Foster a customer-centric culture and energise the team to achieve goals.
* Oversee end-to-end field service delivery, including installations, preventative maintenance, and repair services.
* Manage escalations, prioritize resources, and ensure timely, accurate resolution of customer issues.
* Facilitate team meetings, share best practices, and continuously improve service workflows.
* Ensure quality system procedures and standards are adhered to at all times.
* Partner with commercial teams to identify new service opportunities and deliver profitable solutions.
* Support service revenue growth, ensuring KPIs such as revenue, response/repair time, and customer satisfaction are achieved.
* Ensure all service activities meet safety standards, regulatory requirements, and company policies.
* Promote a culture of safety and wellbeing within the team.
* Drive P&L performance in line with plan/budgetary requirements.
* Partner with sales and service leadership to align service strategies with business objectives.
Qualifications
Qualifications & Experience
* Requires 4+ years of experience in a service environment, including leading a team.
* Demonstrated success in growing service revenue and achieving operational targets.
* Experience working in a global organisation preferred.
* Strong customer communication and interpersonal skills.
* Proven ability to build and lead high-performance teams.
* Analytical, problem-solving mindset with a focus on process improvement.
* Excellent written, oral, and presentation skills.
* Proficiency in Microsoft Office (PowerPoint, Word, Excel).
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