Field Service Account Manager

Bausch+Stroebel•Branford, CT

2h•Hybrid

About The Position

We are seeking a highly organized, customer-focused Field Service Account Manager to join our Customer Service team at our U.S. headquarters in Branford, Connecticut. This is a unique opportunity to serve as the key link between customers, field service professionals, and internal teams while helping drive exceptional service experiences.

Requirements

Strong organizational and project coordination skills
Excellent customer service and communication abilities
Attention to detail and the ability to manage multiple priorities
Experience working with technical service teams or industrial equipment environments
Proficiency with Microsoft Office and ERP systems
Strong problem-solving and decision-making skills
The ability to work independently and collaboratively across departments

Nice To Haves

This position is initially fully onsite at our U.S. headquarters. After training, there may be an opportunity to transition to a hybrid schedule with approximately 60% onsite presence.

Responsibilities

Coordinate and manage a wide range of customer service activities, including installations, maintenance visits, troubleshooting support, training programs, qualifications, and other field service projects.
Manage customer relationships and support business development within the Field Service area.
Prepare service quotations and process service orders through invoicing.
Coordinate field service schedules and assignments for technicians, trainers, qualification experts, and external service providers.
Review service reports and develop follow-up actions, including spare parts recommendations and service proposals.
Serve as the primary point of contact for customer documentation requests and compliance requirements.
Prepare and distribute project-related documentation, including risk assessments, method statements, insurance certificates, and work permits.
Handle customer service inquiries and complaints with professionalism and urgency.
Collaborate with international subsidiaries and service teams to ensure seamless project execution.
Organize training programs for technicians and service personnel.
Provide coaching and technical support to the Field Service Coordinator.

Benefits

Medical and dental plans (the company pays 83% of the premium for employees and eligible dependents)
Company-sponsored health reimbursement accounts (HRA)
Flexible Spending Accounts (FSA) for medical and/or dependent care
Company-paid short-term and long-term disability plans
Company-paid life insurance and AD&D plan
Voluntary vision plan
Voluntary pet insurance
Voluntary identity theft protection plans
Voluntary life, and dependent life plans at discounted group rates
A 401k retirement plan with a 4% company match
Company paid holidays
Generous PTO plan