Senior Manager, Field Service

Revvity•US Remote - UT, UT

35d•$112,000 - $135,000•Remote

About The Position

Accountable for leading and managing service team leaders, and indirectly, field service engineers, the Service Manager enables essential customer support activities as part of our commercial organization. This role is responsible for supporting business growth and ensuring financial targets are met, along with providing input into the development of the annual budget. They are capable of resolving escalated issues arising from operations, which typically require coordination with other departments. The ideal candidate oversees high-level operations with strong project management skills, process improvement focus, and serves as a supportive resource for team leaders with clear, concise communication and polished presentation skills.

Requirements

Bachelor's degree in, Engineering, Business Administration, Technical Field
Minimum 5 years of progressive leadership experience in field service, technical support, or related customer-facing operations
Minimum 3 years of direct people management experience, including managing managers or team leaders
Minimum 3 years project management skills with experience leading cross-functional initiatives
Proficiency in CRM systems (Salesforce preferred) and business analytics tools
Excellent communication and presentation skills with ability to interact effectively at all organizational levels
Minimum 3 years experience in medical device, life sciences, or regulated industry preferred
Willingness to travel up to 50%
Valid driver's license and ability to travel domestically

Nice To Haves

Advanced degree (MBA, MS Engineering, or equivalent)
7+ years of field service management experience in medical devices, diagnostics, or life sciences industry
Experience managing geographically dispersed teams across multiple states/regions
Demonstrated expertise in process improvement methodologies (Lean, Six Sigma, etc.)
Strong financial acumen with experience in budget development, forecasting, and cost management
Advanced proficiency in data analytics tools and dashboard creation (Tableau, Power BI, etc.)
Experience with service contract management and SLA optimization
Knowledge of regulatory requirements (FDA, ISO 13485, etc.) in medical device servicing
Proven ability to drive cultural change and implement best practices across service organizations
Experience collaborating with R&D, manufacturing, and technical support teams on new product introductions
Strong customer relationship management skills with experience in escalation resolution
Professional certifications in project management (PMP), service management (ITIL), or related fields

Responsibilities

Develop a regional team of field service team leaders who manage field service engineers to ensure that the engineers have the necessary training and tools to perform installation, repairs, and maintenance, along with technical support for our medical device products
Lead and inspire service team leaders, promoting a culture of excellence, collaboration, and accountability
Mentor and coach team members to strengthen leadership capabilities and financial acumen
Conduct regular performance reviews, set clear objectives, and provide actionable feedback
Serve as a supportive resource for team leaders while maintaining weekly calls with team leaders (does not generally sit in on team calls with engineers)
Drive financial growth and profitability through contract retention while managing costs effectively
Support Service P&L management, including revenue forecasting and ongoing cost control
Partner with service finance to analyze cost trends and identify revenue leakage
Contribute input into the development of the annual budget and operating plan
Establish S.M.A.R.T. goals for the region and achieve these goals while exemplifying a positive work culture and strong leadership
Evaluate and improve field service performance through KPI monitoring, processes, and procedures while ensuring Service Level Agreements (SLAs) are met while mitigating risks
Monitor key performance indicators to improve customer satisfaction and ensure SLA compliance
Foster a data-driven culture through operational feedback loops and effective policy implementation
Ensure adherence to organizational policies and documentation standards
Identify and address service delivery gaps using Salesforce reports
Work with the Sales and FAS team to help understand business needs and to resolve customer's needs along with innovative product and service solutions
Take on and own various regional-level service-related projects or initiatives as requested by senior management
Collaborate with Technical Support teams at various factories, field sales individuals, data analytics team members, R&D, and other departments to ensure cross-functional alignment and coordination of service activities
Partner with technical support and factory teams to support deployment of new product introductions (NPIs)
Utilize various business applications to run reports and build dashboards to gain insight into the various aspects of managing a field service business to help drive efficiencies
Collaborate with data analytics to develop actionable reporting tools that support operational and financial goals