Field Service Manager- Mid- Atlantic ( MD, DC, VA

The Field Service Manager, Chesapeake is responsible for directing and leading the field service organization for the Chesapeake territory of the company’s commercial operations. You will also be responsible for all field service resources and service delivery within the defined area including installations and implementations, preventative maintenance, all break/fix service activity, and all proactive post‑sale service activity. This position will have responsibility for the P&L of the Service business with direct revenue in excess of $10M, and costs in excess of $5M.

• Regularly visit clients and customers to maintain the customer network and develop new relationships for new opportunities in partnership with the sales team.
• Lead a team of Field Service Engineers, responsible for training and professional development; establish goals and objectives; lead the recruitment process to bring the right candidates.
• Drive P&L and operational performance regarding safety, compliance, revenue growth, customer satisfaction, first‑time fix rate, employee satisfaction, and expense lines.
• Work closely with the coordination team to facilitate daily activities such as PM, MOD, and balancing daily service‑call workload.
• Manage and resolve high‑pressure customer issues, including product performance issues and technical escalations.
• Deliver impact at the NACO level by leading projects, applying DBS to map improvement plans, and driving sustainable continuous improvements.

• Bachelor’s Degree with 9+ years of experience or Master’s degree with 7+ years of experience.
• Ability to travel up to 50% including flying and/or driving; may involve domestic and occasional international travel.

• 3+ years of people management (direct reports).
• Knowledge of Field Customer Support, Service Contracting, and related subfields.
• Knowledge of customer relationships and customer satisfaction methodologies.
• Knowledge of the medical diagnostic industry – its trends, pitfalls, and challenges.
• Knowledge of diagnostic analyzers – specifications and performance standards and U.S. healthcare legislation.

Salary range: $–$, with potential bonus/incentive pay. The role offers comprehensive benefits including paid time off, medical/dental/vision insurance, and 401(k). This position is eligible for a remote work arrangement, with additional information to be provided during the interview process.

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