Manager, Field Service

RepliGen Corporation•New York, MA

1d•$130,000 - $155,000

About The Position

The Manager, Field Service leads and develops a high-performing team of Field Service Engineers across the East Coast territory in North America. The role is responsible for operational excellence, customer satisfaction, employee engagement, financial performance, and continuous improvement, while ensuring safe, compliant, and efficient service delivery. The Field Service Manager partners with customers and commercial, engineering, quality, and product management teams to support business growth and deliver exceptional customer experiences. The manager provides direction, coaching, and career development to direct reports and ensures the team is properly trained, equipped, prepared, motivated, supported, and compliant with quality and safety requirements. The role oversees customer service interventions and complaints, field-service scheduling and capacity, installations, maintenance, demonstrations, software installations, and repairs. It also supports service readiness for new product introductions, champions safety, quality, productivity, and compliance initiatives, and pursues continuous improvement. The Field Service Manager is accountable for service revenue, profitability, operational execution KPIs, and providing forecasts as required. The role requires travel within the assigned geographic region. The estimated U.S. salary range is $130,000–$155,000. Eligible employees may participate in variable cash programs, and eligible roles may receive equity. Benefits include paid time off, health, dental and vision coverage, retirement benefits, and flexible spending accounts.

Requirements

Bachelor’s degree required; BA/BS in an engineering- or science-oriented discipline.
Proven experience leading a team and managing customer relationships.
Ability to develop and execute multiple priorities and approaches to meet objectives.
Exceptional interpersonal skills.
Willingness to travel within the specified geographic region.
Proven leadership ability, including orchestrating resources and motivating teams.
Experience managing a P&L or operational budget.
Service business savvy.

Nice To Haves

Five years of prior operations or field service leadership experience preferred.

Responsibilities

Lead and develop Field Service Engineers across the North America East Coast territory.
Ensure the health and safety of the field service team, colleagues, and customers.
Provide positive leadership, ongoing direction, coaching, and career development to direct reports.
Ensure the team is trained, equipped, prepared, motivated, supported, engaged, and compliant with quality and safety requirements.
Ensure service interventions deliver the highest possible customer experience.
Manage customer complaints to a swift and satisfactory conclusion.
Collaborate on continuous improvements to the customer experience.
Ensure Field Service Engineers receive support from Technical Support, Product Engineers, and Automation Engineers as required.
Oversee effective and efficient execution of field service work, including system installations, preventative maintenance, demo kit maintenance, demonstration and display systems, software installations, and repairs.
Align the service capacity model with the needs of the Repligen Service team and serviceable products.
Optimize field service schedules and ensure sufficient team capacity to execute them.
Champion and collaborate on safety, quality, productivity, and compliance initiatives.
Collaborate to ensure service readiness for new product introductions.
Achieve service revenue, profitability, and operational execution KPI targets.
Provide forecast information as required and support growth initiatives.
Identify, develop, recommend, and execute continuous improvement initiatives for the Field Service Team.