Field Service Manager

Overview

In this role you lead the International field service organization in your region to ensure top-tier service aligned with agreements and warranties. You’ll drive growth, develop a high-performance team, and implement scalable processes to meet evolving customer needs. Collaborating with regional sales and cross-functional groups, you’ll optimize service delivery, inventory, and customer satisfaction. This is a chance to shape service excellence in a global healthcare technology leader.

Responsibilities

• Lead and develop Field Service Engineers in the region
• Implement scalable processes to support the service business and improve efficiency
• Attract, retain, and motivate a high-performance service team
• Develop and deploy best-in-class service delivery plans to meet commitments and minimize costs
• Collaborate with cross-functional groups and regional sales to achieve high customer satisfaction
• Optimize inventory levels and reduce excess inventory
• Develop leadership within the department to enable growth
• Ensure service contracts obligations (preventive maintenance, upgrades) are met
• Manage day-to-day operations: call management, escalation, dispatch, issue resolution
• Ensure staff are trained and resources adequate to support customers
• Monitor staffing to meet support needs
• Drive timely resolution of field service issues and close Customer Care Accounts

Key requirements

• Degree in Electronics or Biomedical Engineering
• Experience as field service representative or manager/supervisor in medical industry
• Familiarity with OR protocols and anatomical terminology (a plus)
• Ability to multi-task and adapt to change
• Excellent interpersonal and communication skills
• Proficiency in English
• Strong initiative in decision making
• Basic computer literacy and CRM knowledge
• Willing to travel up to 50%

• strong communication
• initiative and decision-making
• cross-functional collaboration
• CRM Information Systems
• CRM proficiency
• Basic computer software

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