Manager, Field Service

RepliGen Corporation•Remote - California, CA

1d•$130,000 - $160,000

About The Position

The Manager, Field Service leads and develops a high-performing team of Field Service Engineers across the West Coast territory in North America. The role is accountable for operational excellence, customer satisfaction, employee engagement, financial performance, continuous improvement, and safe, compliant, and efficient service delivery. The Field Service Manager partners with customers, commercial teams, engineering, quality, and product management to support business growth and deliver exceptional customer experiences. The manager oversees field service operations, including system installations, preventative maintenance, demo kit maintenance, customer experience center demonstration and display systems, software installations, and system repairs. The role optimizes team capacity and scheduling, supports service readiness for new product introductions, and champions safety, quality, productivity, and compliance initiatives. It is also responsible for service revenue and profitability targets, operational execution KPIs, forecasting, growth initiatives, and continuous improvement. The estimated U.S. salary range is $130,000–$160,000. Compensation decisions depend on factors including qualifications, location, internal equity, and market data. Employees may participate in a variable cash program (bonus or commission), 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 and ability to orchestrate resources and motivate 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 assigned North American territory.
Ensure the health and safety of the Field Service team, colleagues, and customers.
Provide direct reports with ongoing direction, coaching, and career development.
Ensure the team is appropriately challenged, trained, prepared, motivated, supported, engaged, equipped, 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 and collaborate to improve the customer experience.
Ensure Field Service Engineers receive support from Technical Support, Product Engineers, and Automation Engineers as needed.
Oversee effective and efficient execution of field service jobs for the Field Service Team – Americas.
Ensure timely execution of system installations, preventative maintenance, demo kit maintenance, customer experience center demonstration/display systems, software installations, and system repairs.
Align the capacity model with the needs of the Repligen Service team supporting serviceable products.
Optimize the field service team schedule and ensure sufficient capacity to execute it.
Champion and collaborate on safety, quality, productivity, and compliance initiatives.
Collaborate to ensure service readiness for new product introductions.
Achieve service revenue and profitability targets, as well as operational execution KPIs.
Provide forecast information and support growth initiatives as required.
Identify, develop, recommend, and execute continuous improvement initiatives for the Field Service Team.