Senior Manager - Field Service Engineering (AMR)

We are seeking a Senior Manager, Field Service Engineering (AMR) to direct manage remote Field Service Engineers (FSEs) supporting the AMR region's customers and distribution partners.

Requirements

• Direct and support the execution of daily operations of the Field Service Engineering team within the AMR region
• Serve as an escalation point to the field service team for both customer and business process issues
• Partner with Distributor Sales channel to ensure timely onboarding of distributor service personnel and support their execution of installation/post sales support of distributor end customers
• Ensure timely, accurate, compliant, and cost-effective completion of service activities
• Define, monitor, and deliver actionable insights from Field Service KPIs
• Collaborate with Commercial stakeholders on developing, assigning, and evaluating team goals and achievements
• Proactively assess field capacity and utilization and recommend improvements to support growing customer install base and evolving product portfolio
• Coordinate with respective commercial stakeholders in Field Applications, Tech Support, Commercial Operations, Marketing, and Sales to provide continuous improvement to customer experience
• Establish and maintain service training and education opportunities to scale and improve Field Service capabilities
• Make field visits with FSEs and customers as needed to enable customer growth and success
• Create a culture of continuous improvement with the field service team and processes
• Insure and audit reporting requirements are being adequately met and adhered to by the field service team
• Manage and execute against pre-defined budget targets as defined by Service & Support P&L
• Prioritize and execute on projects related to service improvements and customer experience

Benefits

• Stock options
• Discretionary annual bonus
• No cost health insurance plans
• 401k with company match
• Flexible paid time off