Manager, Field Service

2 hours, 5 minutes ago
Full-time
Lead
Customer and Technical Support
Rapid MicroBio

Rapid MicroBio

Rapid Micro Biosystems is a leader in automated microbial detection for quality control microbiology testing, offering innovative automation solutions for efficient manufacturing of healthcare products.

Life Sciences Tools & Services
51-250
Founded 2006
$358M raised

Description

  • Lead, coach, and develop a geographically dispersed team of Field Service Engineers across multiple countries in EU and APAC.
  • Set performance objectives, monitor KPIs, and foster accountability, quality, and continuous improvement.
  • Plan workforce coverage and allocate resources to meet customer and business needs.
  • Ensure timely delivery of installations, preventive maintenance, upgrades, troubleshooting, repair, and emergency support.
  • Drive a strong first-time-fix approach to improve customer uptime and satisfaction.
  • Build and maintain long-term customer relationships by partnering on service needs and expectations.
  • Ensure service activities comply with internal policies, safety standards, and regional regulatory requirements such as ISO, GMP, and radiation safety rules.
  • Implement standard work practices, service quality metrics, and escalation procedures for complex issues.
  • Manage service documentation, including service reports, work orders, and compliance records.
  • Manage regional service budgets and analyze service data to identify trends, risks, and improvement opportunities.
  • Partner with Sales, Quality, Product Support, Operations, R&D, and Product Management to support customer success and product improvement.

Requirements

  • Bachelor’s degree in Engineering, Life Sciences, or a related technical discipline; advanced degree preferred.
  • 8+ years of field service experience, including at least 3+ years in a leadership role.
  • Experience managing multi-country teams in complex, cross-cultural environments, preferably in EU and/or APAC regions.
  • Strong understanding of laboratory automation, medical devices, or similar regulated technical products.
  • Working knowledge of ISO, GMP, radiation safety, and other regional regulatory requirements.
  • Proven track record of improving customer satisfaction, operational efficiency, and team development.
  • Excellent organizational, communication, and problem-solving skills.
  • Willingness to travel up to 50% internationally.

Benefits

  • Remote work arrangement.
  • Opportunity to work with global teams across robotics, AI, machine learning, imaging, and microbiology.
  • Inclusive environment with resources and opportunities to develop skills and advance your career.
  • Chance to make a meaningful impact on urgently needed pharmaceutical testing and release processes.
  • Equal employment opportunity commitment and non-discriminatory hiring practices.

Interested in this position?

Apply directly on the company website

Apply Now

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