Manager, Regional Service, East

Mycronic USA•Tewksbury, MA

10d•Hybrid

About The Position

The Manager, Regional Service, East, leads a team of Field Service Engineers to deliver high-quality installations, maintenance, and repair activities across the assigned region. This role ensures rapid response times, high equipment uptime, and exceptional customer satisfaction while remaining actively customer-facing to manage escalations and align resources. Collaborating closely with the National Service Manager and the Director of Aftermarket, this position drives the division's aftermarket growth agenda by identifying service sales opportunities and fostering a commercially oriented service team. Additionally, the Manager, Regional Service, East, plays a key role in modernizing operations by leveraging data and digital tools to enhance customer experience and improve efficiency, partnering cross-functionally with Sales, Product Management, and Technical Support to continuously elevate performance.

Requirements

Bachelor's degree in Engineering, Business, or a related discipline preferred, or an equivalent combination of education and experience
Proven track record leading, coaching, and managing field service, technical support, or engineering teams
Strong operational skills with experience managing service KPIs, resource utilization, and fast-paced workforce planning
Demonstrated success managing customer relationships, resolving complex escalations, and balancing business/financial priorities
Ability to link technical knowledge with revenue growth and translate field insights into commercial opportunities
General understanding of capital equipment, electronics manufacturing, or industrial automation, with PCB assembly equipment experience preferred
Excellent written and verbal communication skills with the ability to effectively engage customers, cross-functional teams, and executives
Experience with ServiceMax or similar FSM tools, proficiency in MS Office, and an aptitude for data analytics and emerging digital tools
Willingness to travel up to 25% within the region and work in customer production or cleanroom environments as required
US work authorization is a precondition of employment; the company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future

Responsibilities

Leads, coaches, and develops a team of Field Service Engineers, ensuring strong engagement, accountability, performance, and continuous professional growth
Manages workforce planning, scheduling, and resource allocation to efficiently meet regional service demands
Plans and prioritizes field service activities, including installations, repairs, and preventative maintenance, ensuring all work is completed safely, on time, and in accordance with company standards
Monitors key service metrics-including response times, equipment uptime, resource utilization, and customer satisfaction-to drive continuous operational improvement
Ensures all administrative responsibilities, such as service reports, expense approvals, and timecards, are completed accurately and on time
Serves as the primary point of contact for complex customer escalations, driving timely resolutions and ensuring clear communication
Builds strong relationships with key customer stakeholders to understand operational needs, managing discussions related to service scope, cost estimates, warranties, and billable work
Enforces operational discipline within ServiceMax (or equivalent FSM system) for proper case documentation, prioritization, and end-to-end follow-through
Partners with technical support and second-line teams to prioritize and resolve escalated cases efficiently, minimizing customer downtime during machine-down situations
Collaborates with the National Service Manager and Director of Aftermarket to drive the division's aftermarket growth agenda, identifying opportunities to strengthen service sales and promote value-added offerings
Partners with the Sales team to support customer engagements, service contract growth (MYCare), and system upgrades
Provides technical and commercial input for quotes by developing accurate service cost estimates and clearly defining the scope of work
Collaborates with Product Management, Engineering, and Applications to provide critical field feedback and support new product introductions
Works cross-functionally with parts, logistics, and internal support teams to streamline service delivery
Enables and empowers field teams to convert daily service insights into actionable commercial leads, fostering a proactive, commercially oriented service organization
Drives process modernization across the regional team by leveraging data, digital tools, and emerging AI technologies to enhance customer experience and improve efficiency