Field Service Manager

Job Title:

Field Service Manager

Lead global service operations, regional resources, and third-party providers, driving global service strategy to align with growth objectives. Build a culture of accountability, technical excellence, and continuous improvement while developing talent and succession plans within the service organization.

• Serve as executive escalation point for critical customer issues.
• Build relationships across customers, engineering, quality, operations, and supply chain.
• Lead customer business reviews and service performance discussions.
• Drive customer satisfaction, retention, and long-term partnerships.
• Ensure global service personnel are trained and certified.
• Oversee global RMA and repair operations.
• Standardize processes, tooling, and performance metrics across repair locations.
• Oversee FAI, failure analysis, and customer returns.
• Drive improvements in repair quality and turnaround time.
• Monitor product performance, reliability trends, warranty costs, and service metrics.
• Partner with Operations, Engineering, and Quality on corrective actions.
• Ensure accurate reporting of OBQ, FA, RMA, and complaint data.
• Use service data to drive product and process improvements.
• Plan and lead service readiness activities for new products.
• Ensure training, documentation, tooling, and spare parts plans are completed before launch.
• Coordinate with Engineering, Applications, and Product Management for successful deployments.
• Partner with Supply Chain and Warehouse Operations on global spare parts availability.
• Develop inventory strategies to minimize customer downtime.
• Own service revenue forecasting, budget planning, and financial performance.
• Align resources with customer demand and growth objectives.
• Collaborate with Engineering, Applications, Operations, Quality, Supply Chain, Sales, and Marketing on customer satisfaction and product performance.
• Perform other duties as assigned.

• Field service experience in semiconductor equipment, robotics, automation systems, vacuum systems, and management skills.
• Experience managing internal executive and customer relationships.
• Ability to travel 30% of the time.
• Minimum 6-8 years in leadership or management roles.
• Ability to function autonomously in global service, RMA, troubleshooting, NPI, failure analysis, FAI, and customer support.

• Bachelor's degree in Engineering, Business, Operations Management, or a related field required.
• Master's degree preferred.
• Experience leading global service teams and operations, including third-party providers.
• Strong customer relationship management skills.
• Extensive knowledge of field service, RMA, and repair operations.
• Analytical skills for reliability, warranty, and quality metrics.
• Cross-functional collaboration and NPI experience.
• Financial and supply chain acumen.

The role involves approximately 30% travel to customer locations including local, domestic, and international destinations such as Asia (excluding China), California, Arizona, Texas, and potentially parts of Europe. The work is primarily sedentary but may require standing, walking, grasping, and lifting/moving up to 25 pounds.

This is a Permanent position based out of Bedford, MA.

The pay range for this position is $130000.00 - $145000.00/yr.

• comprehensive health benefits (medical, dental and vision)
• generous paid time off
• 100% company paid short-term disability insurance
• 100% company paid long-term disability insurance
• 100% company paid Basic life and AD&D insurance
• 401(k) plan with 5% company matching

This is a fully onsite position in Bedford,MA.

This position is anticipated to close on Aug 24, 2026.

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a Clearly Rated Best of Staffing winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristically protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccom for other accommodation options.

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