Manager, Field Service

Job Summary:

The Manager Field Service is responsible for leading and developing a high-performing team of Field Service Engineers (FSEs) across a North America territory (East Coast). This role drives operational excellence, customer satisfaction, employee engagement, financial performance, and continuous improvement while ensuring safe, compliant, and efficient service delivery. The Field Service Manager serves as a strategic partner to customers, commercial teams, engineering, quality, and product management functions to support business growth and deliver exceptional customer experiences.

Essential Duties and Responsibilities:

 

• Lead the Team of highly skilled Field Service Engineers across a North American territory.
• Ensure the health and safety of the Field Service team, colleagues and customers.
• Accountable for positive leadership of direct reports to include ongoing direction, coaching, and career development.

• Ensure that the Field Service team is:
  • Challenged and Busy
  • Trained and Developed
  • Capable and Prepared
  • Motivated and Appreciated
  • Supported and Engaged
  • Provided with all required tools and test equipment
  • Compliant to all quality and safety requirements and standards.

• • Deliver Outstanding Customer Experiences
  • Ensure that all service interventions are performed to provide the highest possible customer experience.
  • Manage customer complaints to a swift and satisfactory conclusion.
  • Engage and collaborate to drive continuous improvement of the customer experience.
  • Ensure the FSE's are supported by Technical Support, the Product Engineers, and Automation Engineers as required.

• • Drive Operational Excellence
  • Ensuring the effective and efficient operational execution of all Field Service jobs for the Field Service Team – Americas.
  • Ensure the timely execution of system installations, preventative maintenance, demo kit maintenance, customer experience center demonstration/display systems, software installations, and system repairs.
  • Ensure the capacity model is aligned with the needs of the Repligen Service team supporting Repligen serviceable products.
  • Ensure the field service team schedule is optimized, efficient and effective.
  • Ensure the required field service team capacity necessary to execute the schedule.
  • The RSM will also champion and collaborate on safety, quality, productivity and compliance initiatives.
  • Ensure the field service team schedule is optimized, efficient and effective.
  • Collaborate to ensure 'Service Readiness' for the launch of all New Product Introductions (NPI). 

• • Achieve Financial Targets
  • The Field Service Manager will be responsible for achieving Service Revenue and profitability targets as well as operational execution KPIs.
  • Provide forecast information as required.
  • Support growth initiatives as required.

• • Champion Continuous Improvement

• Identify, develop, recommend and execute continuous improvement initiatives for the Field Service Team.

Qualifications

• Bachelors Degree required, BA/BS in an Engineering or Science oriented discipline.
• 5 years prior operations or field service leadership experience preferred.
• Proven experience leading a team, managing customer relationships

• Ability to develop and execute multiple priorities and approaches to meet objectives
• Exceptional interpersonal skills
• Willingness to travel within your specified geographic region.
• Proven leadership and ability to orchestrate resources and motivate teams
• Experience in managing a P&L or operational budget.
• Service business savvy

 

What Repligen Offers

Our mission is to inspire advances in bioprocessing as a trusted partner in the production of biologic drugs that improve human health worldwide. Focused on cost and process efficiencies, we deliver innovative technologies and solutions that help set new standards in bioprocessing. The estimated salary range for this role, based in the United States of America is $130,000-$155,000. Compensation decisions are dependent on several factors including, but not limited to an individual's qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits such as paid time off, health/dental/vision, retirement benefits and flexible spending accounts. All compensation and benefits information will be confirmed in writing at the time of offer.