Job Description

The Director of Global Field Service will lead EMTs worldwide field service organization. This role is responsible for developing and executing strategies within the local field service offices that deliver exceptional service, drive revenue and ensure customer satisfaction across all regions.
Key Responsibilities:

• Lead and mentor teams across the global field service organisation, to ensure consistent, high-quality service worldwide.
• Manage escalations of potential field issues.
• Monitor CRM systems ensuring timely accurate recording of service cases and reports.
• Establish and monitor KPIs for response times, resolution rates and other key service metrics.
• Coordinate efforts with the factory to ensure timely turnaround of repairs and orders
• Drive continuous improvement initiatives, including process optimization and technology adoption.
• Develop programs to enhance customer engagement and loyalty.
• Coordinate global support efforts to ensure seamless communication and knowledge sharing across regions.
• Create monthly revenue forecasts with a targeted accuracy of 95%
• Partner with Sales teams to identify opportunities and ensure alignment with customer needs.

Qualifications:

• Bachelor's degree in Engineering, Business, or related field; advanced degree preferred.
• 5+ years of experience in customer support or service leadership roles, preferably in high-tech or scientific instrumentation industries.
• Proven track record of managing teams and delivering exceptional customer experiences.
• Strong analytical, organizational, and communication skills.
• Ability to travel internationally as needed.

Preferred Skills:

• Experience with Salesforce CRM and support management systems.
• Familiarity with electron microscopy or scientific instrumentation.
• Experience with ERP systems and inventory management systems
• Multilingual capabilities are a plus but not a requirement

Electron Microscopy Technologies (EMT) is the world's leading manufacturer of high-quality instrumentation and software for imaging and analysis in TEM and SEM applications. The Gatan and EDAX names are recognized and respected throughout the worldwide scientific community and have been synonymous with high-quality products and the industry's leading technology. |
AMETEK, Inc. is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales over $7.5 billion.
AMETEK is committed to making a safer, sustainable, and more productive world a reality. We use differentiated technology solutions to solve our customers' most complex challenges. We employ 22,000 colleagues, in 35 countries, that are grounded by our core values: Ethics and Integrity, Respect for the Individual, Inclusion, Teamwork, and Social Responsibility. AMETEK is a component of the S&P 500. Visit for more information.

Skills Required