Job Description

As a Field Service Manager, you will lead and develop a team of Field Service Engineers responsible for delivering, installing, maintaining, and repairing equipment used in a laboratory environment. In this role, you will drive customer satisfaction, team development, process optimisation, and business growth while ensuring quality.

Key Responsibilities

Lead, recruit, motivate, and develop a team of Field Service Engineers. Build technical expertise and capability through structured training, mentoring, and individual development plans. Foster a customer-centric culture and energise the team to achieve goals. Oversee end-to-end field service delivery, including installations, preventative maintenance, and repair services. Manage escalations, prioritize resources, and ensure timely, accurate resolution of customer issues. Facilitate team meetings, share best practices, and continuously improve service workflows. Ensure quality system procedures and standards are adhered to at all times. Partner with commercial teams to identify new service opportunities and deliver profitable solutions. Support service revenue growth, ensuring KPIs such as revenue, response/repair time, and customer satisfaction are achieved. Ensure all service activities meet safety standards, regulatory requirements, and company policies. Promote a culture of safety and wellbeing within the team. Drive P&L performance in line with plan/budgetary requirements. Partner with sales and service leadership to align service strategies with business objectives.

Qualifications & Experience

Requires 4+ years of experience in a service environment, including leading a team. Demonstrated success in growing service revenue and achieving operational targets. Experience working in a global organisation preferred. Strong customer communication and interpersonal skills. Proven ability to build and lead high-performance teams. Analytical, problem-solving mindset with a focus on process improvement. Excellent written, oral, and presentation skills. * Proficiency in Microsoft Office (PowerPoint, Word, Excel).