Field Service Manager

MMT•West Palm Beach, FL

About The Position

The MMT Field Service Manager leads a U.S.-based team of Field Service Engineers supporting medical device manufacturing equipment for MMT Catheter Technologies. This is a hands-on technical leadership role requiring strong machine aptitude, the ability to quickly learn complex systems, and a willingness to actively support field repairs and escalations. This role will manage a small team while being active in the field to learn the customers and equipment. The Manager is responsible for both team leadership and technical oversight. This individual must develop working proficiency across supported equipment platforms and be capable of stepping into escalations, assisting with troubleshooting, and supporting customer-facing technical discussions when required. Strong communication skills and working across different MMT business units as needed. Success in this role requires a strong understanding of medical device manufacturing environments, including customer expectations around uptime, validation, process capability, and regulatory sensitivity. The Supervisor must balance operational accountability with technical credibility and field engagement.

Requirements

Strong mechanical and electrical troubleshooting capability.
Demonstrated ability to quickly learn complex manufacturing equipment.
Experience supporting capital equipment in medical device or regulated manufacturing environments.
Strong understanding of manufacturing process impact, uptime requirements, and production risk.
Experience managing technical escalations and root cause analysis.
Prior leadership or supervisory experience preferred.
Working knowledge of service management systems (Salesforce preferred).
Strong communication skills in both technical and customer-facing settings.
Willingness to travel and actively participate in field service activities.
Bachelor’s degree or technical degree in Mechanical, Electrical, Mechatronics, or related field (or equivalent hands-on experience).
5+ years of experience in field service, manufacturing equipment support, or capital equipment environments.
Experience in medical device manufacturing strongly preferred.
Ability to travel domestically and occasionally internationally.
Valid driver’s license and ability to work in industrial manufacturing environments.

Responsibilities

Technical Leadership & Escalation Management Serve as the primary escalation point for complex technical issues within MMT Catheter Technologies.
Rapidly develop working knowledge of supported machines to effectively guide troubleshooting and repair efforts.
Travel to customer sites to support high-impact repairs, root cause investigations, and critical production issues.
Work alongside Field Service Engineers in the field to reinforce best practices and support hands-on problem solving.
Collaborate closely with engineering teams to resolve recurring or systemic issues.
Partner with the Ireland-based Cath-Tech team to coordinate case resolution and share technical knowledge globally.
Team Management & Development Lead, mentor, and technically develop a U.S.-based Field Service team.
Conduct performance appraisals, provide coaching, and support professional growth.
Manage merit increases and bonus allocation in alignment with company guidelines.
Oversee time sheet approvals and field utilization.
Ensure consistent technical standards and service quality across the team.
Operational & Financial Oversight Monitor and manage service cases in Salesforce.
Ensure proper allocation of ticket hours to the correct business units.
Track team utilization, service metrics, and response times.
Drive accountability for documentation quality and case closure accuracy.
Customer & Manufacturing Engagement Engage directly with customers to understand manufacturing processes, production constraints, and validation requirements.
Support customers operating in regulated medical device environments where precision, repeatability, and compliance are critical.
Maintain credibility as a technical leader capable of discussing machine function, failure modes, and corrective actions.