Sr. Manager, Field Service Engineering
About The Position
908 Devices Inc. (NASDAQ: MASS) is revolutionizing chemical analysis with its simple handheld devices, addressing life-altering applications. The Company’s devices are used at the point-of-need to interrogate unknown and invisible materials and provide quick, actionable answers in vital health, safety and defense tech applications, addressing the fentanyl and illicit drug crisis, toxic carcinogen exposure, and global security threats. The Company designs and manufactures innovative products that bring together the power of complementary analytical technologies, software automation, and machine learning. 908 Devices has a corporate office in Burlington, MA with a manufacturing center in Danbury, Connecticut and a growing population of remote staff worldwide. The Sr. Manager of Field Service Engineering leads and grows the FSE team, owns the international service center program, drives on-site field operations, and serves as the senior technical escalation point for RMA/DOA resolution and the 24/7 service line. Reporting to the Director of Global Customer Experience, this role ensures 908 Devices' deployed instruments perform at the highest level for every customer.
Requirements
- Bachelor's degree in Engineering or Applied Science (or equivalent experience).
- 5+ years in field service engineering or hands-on technical support; 2+ years of people management experience.
- Experience managing a service center, distributor service, or depot repair network; familiarity with RMA/DOA and warranty processes.
- Demonstrated ability to troubleshoot complex electro-mechanical or analytical instrument hardware.
- Excellent communication skills; strong organizational and project management abilities.
- Willingness to travel 40%, including internationally.
Nice To Haves
- Experience in CBRN detection, analytical instrumentation, or public safety hardware preferred.
Responsibilities
- Manage and develop Field Service Engineers; recruit and onboard FSE talent as the team and customer base expands.
- Working with Channel partner management on the full lifecycle of the international service center (ISC) network — partner selection, onboarding, auditing, training, parts processing, and performance management.
- Lead on-site customer visits to inspect, audit, and service deployed hardware fleets; build scalable processes for large-scale field assessments.
- Provide personal on-call support to the 24/7 service line and manage team scheduling to ensure consistent FSE coverage.
- Serve as senior technical resource for RMA and DOA escalations; drive cross-functional resolution with Operations, Engineering, and Quality.
- Contribute field service insights to product quality reviews, NPI, and serviceability improvements; support Sales and Customer Success on service-related inquiries.
Benefits
- annual incentive bonus
- long-term incentives
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What This Job Offers
Job Type
Full-time
Career Level
Manager
