Field Service Manager

Responsibilities

• Directly manages the activities of service project managers, spare parts coordinators, and service technicians
• Participates in decisions relating to the selection, promotion, transfer compensation and discipline of all personnel for whom accountable
• Directs or provides on the job training, development, counsel, and assistance for assigned employees to aid them in attaining their objectives and in developing their full potential
• Effectively communicates pertinent Company and department policies, objectives, programs, schedules, and budgets to assure understanding by employees in carrying out their responsibilities
• Evaluates the effectiveness of assigned personnel on a continuing basis and conducts and/or assures that effective performance reviews and salary actions are conducted as scheduled
• Builds cooperation and participation amongst individuals, teams and across functions
• Inspires teamwork to achieve optimum results
• Encourages the open expression of ideas and the sharing of information to solve problems, foster innovation and achieve win-win solutions
• Helps identify staffing needs and manages outside resources as needed
• Leads by example and demonstrates the desired standards of conduct and work performance
• Create and maintain a multi-year service strategy aligned to BU goals, installed base needs, and customer uptime outcomes
• Develop and continuously improve a service catalog with clear scope, assumptions, prerequisites, deliverables, SLAs/response targets (where applicable), and exclusions
• Define packaging (tiered offerings, options, and standard statements of work) to reduce custom quoting and improve speed, consistency, and margin predictability
• Establish the service operating model for domestic and international coverage, including escalation and the decision logic for self-perform versus partner delivery
• Own the service pricing architecture (rate cards, travel policy, after-hours multipliers, remote support models, PM pricing models, spares handling rules, and similar standards)
• Build standard estimating tools, templates, and guardrails to ensure consistent margin and scope control
• Support Sales with delivery inputs (scope clarity, resourcing assumptions, lead times, and delivery risk flags)

• Directly manages the activities of service project managers, spare parts coordinators, and service technicians
• Participates in decisions relating to the selection, promotion, transfer compensation and discipline of all personnel for whom accountable
• Directs or provides on the job training, development, counsel, and assistance for assigned employees to aid them in attaining their objectives and in developing their full potential
• Effectively communicates pertinent Company and department policies, objectives, programs, schedules, and budgets to assure understanding by employees in carrying out their responsibilities
• Evaluates the effectiveness of assigned personnel on a continuing basis and conducts and/or assures that effective performance reviews and salary actions are conducted as scheduled
• Builds cooperation and participation amongst individuals, teams and across functions
• Inspires teamwork to achieve optimum results
• Encourages the open expression of ideas and the sharing of information to solve problems, foster innovation and achieve win-win solutions
• Helps identify staffing needs and manages outside resources as needed
• Leads by example and demonstrates the desired standards of conduct and work performance

• Create and maintain a multi-year service strategy aligned to BU goals, installed base needs, and customer uptime outcomes
• Develop and continuously improve a service catalog with clear scope, assumptions, prerequisites, deliverables, SLAs/response targets (where applicable), and exclusions
• Define packaging (tiered offerings, options, and standard statements of work) to reduce custom quoting and improve speed, consistency, and margin predictability
• Establish the service operating model for domestic and international coverage, including escalation and the decision logic for self-perform versus partner delivery
• Own the service pricing architecture (rate cards, travel policy, after-hours multipliers, remote support models, PM pricing models, spares handling rules, and similar standards)
• Build standard estimating tools, templates, and guardrails to ensure consistent margin and scope control
• Support Sales with delivery inputs (scope clarity, resourcing assumptions, lead times, and delivery risk flags)

• Partners with the sales team to identify and close opportunities as needed
• Keeps current with new technologies and new ideas in the industry to help the Company maintain its technological edge and increase sales
• Supports, develops, verifies, and maintains documentation deliverables (GAMP and ISO procedures)
• Participates in special projects or activities or carries out special duties and responsibilities as apparent or assigned
• Performs regular…