Job Details

Location: Field remote covering Texas and Puerto Rico

The Field Service Manager is responsible for leading a team of Customer Support Engineers (CSEs), ensuring high-quality service delivery, strong customer relationships, and efficient operations. Reporting to the Director of FieldServices, this role balances day-to-day execution with long-term development of the team. The manager uses data and standard processes to guide decisions, works through challenges alongside the team, and keeps things aligned with business goals including service quality, revenue growth, and employee development.

Responsibilities

• Lead partnership with the customer operations leads to deliver on the contractual obligations of customer agreements.
• Partner with customers to understand their service needs and goals to support in the delivery of service and drive custom sales solutions.
• Invest time developing relationships on an individual basis with key customer contacts to assess the customer value drivers at multiple levels of the organization.
• Manage and drive profitable business growth of the service plan for customer accounts in alignment with business KPIs.
• Identify key market/customer opportunities for growth and develop metrics and action plans to grow stronger customer relationships.
• Integrate product and service initiatives with resource deployment.
• Coordinate and consolidate a comprehensive analysis of area business and marketplace (e.g., installed base, new placements, support strategy, risks, opportunity to improve service to retain and develop new business) to support the business plan process and establish short- and long-term goals.
• Promote teamwork within the service and sales organization to maximize opportunities for the growth of PerkinElmer.
• Recruit, hires and retain top talent. Proactively and routinely identifies a pool of high potential candidates to fill open and future service positions.
• Coach and motivate. Expand ways to overcome service business challenges and improve performance.
• Train and develop. Identifies ongoing team training to address service support improvement opportunities to reduce costs and maximize profitability.
• Manage performance issues.
• Drives succession planning through active support and deployment of the performance management process.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

Nothing in this job description restricts managements right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills

• Outstanding interpersonal, written, and verbal skills, demonstrating the ability to communicate information clearly and accurately.
• Technical critical thinking skills and attention to detail.
• Outstanding customer service skills complemented by an ability to listen to and interpret client requests.
• Aptitude for technical and practical matters.
• MS Office skills: Outlook, PowerPoint, Word.
• Excellent team player with a customer satisfaction focus.
• Ability to follow and create written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, and work safely with potential hazards.

Basic Qualifications

• Bachelors degree in business administration or equivalent combination of education and experience. And 6 years of related experience in field service management OR
• Associates degree in Business Administration or equivalent combination of education and experience and 8 years of related experience in field service management
• Ability and willingness to travel
• Valid drivers license
• Ability to follow written and verbal directions, read and understand technical bulletins and service manuals

Preferred Qualifications

• Proficient in Microsoft Suite.
• Ability to interpret business reports (P/L).
• Familiarity with ServiceMax, SAP, PowerBI, Strategic hiring / interviewing skills, Project Management Skills, Presentation Skills

Working Environment

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
• Job pace may be fast and job completion demands may be high.
• Must be able to remain in a stationary position more than 25% of the time.
• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
• Specific vision abilities required by this position include close distance, color, peripheral vision, depth perception, and ability to adjust focus to perform essential service functions.
• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
• Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.
• Potential risk to lab-based hazards including extreme temperature, biological materials, and hazardous chemicals.
• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment.

The annual compensation range for this full-time position is $95,680.00 to $120,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.