Are you interested in working as a sterilization and bio-decontamination partner to the biopharma and broader life sciences industries?
We're searching for a technically-minded and inspirational Field Service Manager to join our North American team!
Note: this role, under the current Employee Work Arrangement program, is eligible to work two (2) days per regular work week remote (when not otherwise traveling for business) and following 90 days of initial job training.
Summary
As the Field Service Manager ("FSM"), you will play a critical role in overseeing and optimizing the performance of our Field Service Engineers ("FSE's") to ensure the timely and high-quality delivery of maintenance, troubleshooting, and equipment upgrade services to our customers. Reporting to the Americas' Head of Customer Care, you will be responsible for directly supervising and supporting the FSE team, promoting a safety-first and engaging culture, delivering satisfactory external and internal stakeholder results, implementing best practices, driving improvement initiatives, and delivering an outstanding customer experience.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Supervise and support FSE's in day-to-day operations, ensuring the timely completion of service requests, reporting, and training requirements.
Ensure the accurate and effective management of the weekly schedules of the FSE team, including the validation and reporting of work hours and time off (PTO). Serve as direct liaison with payroll regarding any discrepancies or issues.
Develop and implement strategies to promote a safety-first and engaging culture among field service teams, including regular training sessions, safety protocols, and compliance with cGMP and OSHA standards.
Develop and drive continuous improvement initiatives by identifying and implementing best practices related to schedule optimization, troubleshooting procedures, and customer care standards.
Collaborate with cross-functional teams, including other Customer Care office staff, Technical Center staff, and as needed, Commercial staff, to optimize workflow efficiency and enhance overall customer satisfaction.
Escalate account management and/or customer service issues in a timely and satisfactory manner, ensuring customer satisfaction.
Partner with senior leadership to develop and execute annual and quarterly operating plans including headcount, vehicles, tools, and training to ensure cost-effective service delivery.
Establish, evaluate, and continuously improve the necessary processes, procedures, training, and metrics, to operate an industry leading FSE team.
Stay updated on industry trends, technological advancements, and regulatory changes in sterilization, bio-decontamination, and biopharma manufacturing.
Represent Fedegari Technologies and Fedegari Group in a professional and ethical manner.
Supervisory Responsibilities
This role currently has thirteen (13) direct reports with varying levels of technical expertise from an FSE I-level to Sr. FSE.
Required Education and Experience
Bachelor's Degree in General Engineering, Electrical Engineering, or equivalent technical/scientific discipline.
10+ years of technical field service experience within manufacturing and/or industrial environments.
5+ years of field service team management experience, directly leading, coaching, scheduling, interviewing/hiring, training, and ensuring satisfactory employee performance.
Direct experience using diagnostic test equipment, volt-ohm meters, amp probes and precision temperature and pressure calibration instruments.
Ability to read P&ID and electrical/pneumatic schematics.
Demonstrated ability to implement safety protocols and best practices.
Capable of influencing others positively and developing strong cross-functional relationships.
Analytical rigor: brings structure to ill-defined problems and intellectual leadership to problem solving.
Ability to overcome opposition, identify problems, negotiate, and resolve concerns.
Possess genuine willingness to learn/be coachable - be intuitive and resourceful.
Excellent written and verbal communication skills; professional and poised presentation.
Working knowledge of Microsoft Office and experience with CRM systems.
Preferred Education and Experience
Direct working experience in the sterilization, bio-decontamination, and/or medical equipment & medical device industry.
Direct working experience with Salesforce CRM.
Professional Engineer (PE) license.
Fedegari offers highly-competitive total compensation including 100% employer-paid comprehensive healthcare, 401(k), tuition and learning assistance, and a unique, exciting work environment. We're also in the process of obtaining B-Corp certification and are committed to sustainability efforts.
This job posting is not intended to be exhaustive or fully comprehensive.
Please apply with an updated resume.
Fedegari Technologies, Inc. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation, or any other basis prohibited by law.