Field Service Manager

Work Your Magic with us!  Start your next chapter and join MilliporeSigma.

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.

Your Role:

Field Service Manager responsible for leading a team of Millipore Sigma and Service Partner technicians in providing on-site customer support and technical assistance at customers sites. Managing day-to-day activities of the team to assure timely and efficient completion of installations, preventative maintenance, repairs, validation/qualification services and training customers on our products and services. Work closely with our customers to build strong relationships, partnering with them to assure service levels are consistently meeting or exceeding the customers expectations.

Key Tasks & Responsibilities:

Manage a team of experienced field service representatives both direct and service partners consistent with company values.

Ensure timely and efficient installation, maintenance and repair of Millipore Sigma instruments primarily Lab Water Solutions products.

Manage the day-to-day activities of the district, optimizing resources, managing individual development and providing formal and informal feedback

Meet financial objectives by forecasting revenue and expenses, budgeting and scheduling expenditures

Partner with EHS for employee health and safety and administer recommendations

Partner with Quality to assure that ISO/QMS activities are followed and support audits

Manage effective use of resources while enabling expedient response to challenging customer and sales requests

Ensure customer satisfaction is a priority and maintained at industry top level according to proscribed guidelines and as measured through Net Promoter Score and Service Excellence scores.

High level of customer acumen making difficult decisions in complex or high stress situations

Partner with Field Sales, Digital Sales, Maintenance Contract Sales to execute site visits for wellness checks (i.e. systems installations, health checks, consumables needs)

Field visits with team including direct, partner representatives and field sales specialist.

Manage training of new and existing direct reports to assure that trainings are current and up-to-date with all team members compliant and no overdue outdated training certifications.

Ensure the timely issuance of timecards and expense reports following company policies for travel and expense management and time and attendance.

Drive results to meet/exceed all service-related KPIs

Review service work for completeness and correctness

Perform routine inventory checks for relevancy and accuracy

Work with Field Sales to assure service quotations are complete and accurate

Partner with Digital Sales, Field Sales, Maintenance Contracts teams to drive field service lead generation.

Build and maintain strong relationships with counterparts at Partner Companies

Located preferably in the North West region 

Who You Are

Minimum Qualifications:

Bachelor's degree in Science, Technology or Engineering or similar or 5-7 years of managing field service operations

Service and support experience with instrumentation (Lab Water)

Demonstrated leadership experience

Preferred Qualifications:

Demonstrated leadership skills to motivate, support and empower people

Ability to present a powerful and positive professional image

Demonstrated Customer management skills; ability to manage and diffuse difficult customer situations

Data-driven, detail-oriented approach to making decisions

Strong track record of reducing operating costs while improving customer satisfaction

Excellent written and verbal communication skills

Fluency in Microsoft Office applications; Experience with Salesforce/ServiceMax a plus

Ability to work in a fast-paced environment

Proven ability to organize, motivate and direct people

Ability to travel when required

A strong electrical-mechanical skill set (water purification knowledge is a plus)

Pay Range for this position: $122,100-$198,100

The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses. Benefits offered by the Company include health insurance, paid time off (PTO), retirement contributions, and other perquisites. For more information click here .

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!