Regional Field Service Manager

Danaher•Washington DC, WA

9d•Remote

About The Position

The Regional Field Service Manager at Leica Biosystems leads an assigned team of Field Service Engineers and is accountable for the region’s day-to-day execution and performance. The role focuses on delivering an exceptional customer experience, strong service execution, equipment uptime, and consistent business results. It has formal leadership responsibility for a defined team and partners closely with Service Coordination, Applications, and Sales to support customers, retain base business, execute quality installations, and support continued growth. This remote, field-based position is located in the United States and covers the North Carolina and Washington, D.C. area. It reports to the Director, Field Service West and is part of the Field Service Team. The role involves up to 75% flying and/or driving travel, potentially including overnight stays, short-notice travel, and extended periods away. Travel is primarily domestic but may occasionally be international. The position requires a valid driver’s license with an acceptable driving record. Physical requirements include regularly lifting, moving, sliding, raising, and/or placing up to 50 pounds; standing, walking for prolonged periods, and sitting; squatting and kneeling; ascending and descending stairs; and reaching with hands and arms. The annual salary range is $130,000–$147,500, with eligibility for bonus or incentive pay. The company offers benefits including paid time off, medical, dental, and vision insurance, and a 401(k).

Requirements

Bachelor’s degree and at least 6 years of experience in Field Service, Customer Support, or a similar service organization.
At least 3 years of people leadership experience, including leading customer-facing or field-based teams.
Demonstrated experience managing customer escalations, service delivery, and cross-functional partnerships.
Valid driver’s license with an acceptable driving record.
Ability to travel up to 75% by air and/or road, including potential overnight, short-notice, extended, and occasional international travel.
Ability to regularly lift, move, slide, raise, and/or place up to 50 pounds; stand, walk for prolonged periods, sit, squat, kneel, use stairs, and reach with hands and arms.

Nice To Haves

Experience in the diagnostics and/or medical device industry.
Experience with Lean business systems, including Daily Management, Kaizen, and structured problem solving.
Experience working within a global, matrixed organization.

Responsibilities

Drive customer satisfaction and service execution by ensuring timely, high-quality service calls and installations, and resolving escalations, with a focus on first-time fix and equipment uptime.
Lead, develop, and retain a high-performing team of Field Service Engineers by setting clear expectations, driving accountability, coaching performance, and strengthening technical capability.
Partner with Sales, Applications, and Service Coordination to resolve customer needs, retain base business, support successful installations, and identify opportunities for continued growth.
Own regional service performance through Daily Management, KPI review, and corrective actions to improve customer experience, service quality, response time, and productivity.
Drive timely resolution of customer escalations; use customer and service data to identify root causes, prevent recurring issues, and improve service performance.
Build cross-functional partnerships across Technical Assistance, Service Operations, and Logistics to provide seamless customer support and effective field execution.
Drive continuous improvement using Danaher Business System tools, including Kaizen and problem solving, to improve service quality and operational performance.