- Company Name
- Rapid Micro Biosystems
- Job Title
- Manager, Field Service
- Job Description
-
**Job Title:** Manager, Field Service
**Role Summary:**
Lead and develop a geographically dispersed team of Field Service Engineers across the EU and APAC regions, ensuring world‑class installation, maintenance, and support of regulated laboratory automation and medical device products. Drive operational excellence, regulatory compliance, customer satisfaction, and service revenue growth.
**Expectations:**
- Set and achieve performance targets, KPIs, and budget goals.
- Maintain high customer satisfaction (NPS/CSAT) and first‑time‑fix rates.
- Ensure compliance with ISO, GMP, radiation safety, and regional regulations.
- Travel up to 50% internationally and manage multi‑country team dynamics.
**Key Responsibilities:**
- Lead, coach, and evaluate Field Service Engineers; plan workforce and allocate resources.
- Oversee timely delivery of installations, preventive maintenance, upgrades, and emergency support.
- Implement standard work practices, service quality metrics, and escalation procedures.
- Manage service documentation, work orders, and compliance records.
- Control regional service budgets (labor, travel, parts) and drive revenue through contracts and spare‑part sales.
- Analyze service data to identify trends, risks, and improvement opportunities.
- Collaborate with Sales, Quality, Product Support, Operations, R&D, and Product Management.
- Contribute to global service initiatives and align regional activities with corporate strategy.
**Required Skills:**
- Proven leadership of multi‑country, cross‑cultural teams (3+ years).
- Strong background in laboratory automation, medical devices, or regulated technical products.
- Expertise in ISO, GMP, radiation safety, and related regulatory frameworks.
- Excellent organizational, communication, and problem‑solving abilities.
- Analytical mindset; ability to use data for decision‑making and continuous improvement.
- Customer‑focused with a track record of high satisfaction and service revenue growth.
**Required Education & Certifications:**
- Bachelor’s degree in Engineering, Life Sciences, or a related technical discipline (advanced degree preferred).
- 8+ years of field service experience, including at least 3 years in a leadership role.
- Relevant certifications or training in ISO, GMP, or safety standards (preferred).