Field Service Engineer Manager

About Rheo Sense, Inc.

Rheo Sense, Inc. (Rheo Sense) is a leading scientific instrumentation company specializing in high-precision microfluidic viscosity measurement technology. Our innovative VROC® platform is trusted by researchers, engineers, and scientists across biotechnology, pharmaceuticals, materials science, and advanced manufacturing.

We are committed to delivering accurate, reliable, and user-friendly measurement solutions that empower our customers to accelerate discovery, improve product performance, and drive scientific advancement.

At Rheo Sense, we foster a collaborative, fast-moving environment where innovation, continuous improvement, and customer focus guide everything we do. As we continue to grow, we're looking for talented individuals who are excited to contribute to cutting-edge technology and make a meaningful impact in the scientific community.

Position: Field Service Engineer Manager
Corporate Office: San Ramon, California
Relocation Assistance: No (Local Candidates Are Encouraged to Apply and Will Be Given Preference)
Closing: Continuous Recruitment. We are accepting and reviewing all qualified applicants who meet the minimum requirements which are listed in this announcement for consideration on an ongoing basis.
Application Screening Process: Your application will not be considered if you fail to meet the minimum qualifications listed below or do not submit a detailed cover letter and resume as required for the application screening process.
Salary: $120,000-$150,000 per year. The successful candidate's starting base pay will be determined using permissible, non-discriminatory factors such as skills, experience, and geographic location. It is not typical for an individual to be hired at or near the top of the range for this role.

Who You Are
The ideal person is a hands-on technical leader who thrives in a small, fast-moving scientific-instrumentation company. They're equally comfortable troubleshooting a precision instrument, coaching junior engineers, and calming a frustrated customer. They bring maturity, calmness, and a service-first mindset.

Job Responsibilities and Expectations
This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements, or working conditions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
Leadership & Team Management

• Lead, mentor, and develop a team of Field Service Engineers and service support staff.
• Establish clear performance expectations, service standards, and professional development plans.
• Coordinate staffing, scheduling, and resource allocation to meet customer needs.

Customer Support & Service Delivery

• Oversee instrument installations, calibrations, preventive maintenance, and onsite/remote troubleshooting.
• Ensure timely and effective resolution of customer issues with a focus on high satisfaction and minimal downtime.
• Maintain strong relationships with key customers, acting as an escalation point for complex service cases.

Operational Excellence

• Develop and implement service processes, documentation, and best practices to improve efficiency and consistency.
• Manage service metrics, including response times, resolution rates, and customer satisfaction scores.
• Oversee spare parts inventory, RMA processes, and service logistics.
• Collaborate with Operations to ensure smooth coordination of repairs, replacements, and instrument shipments.

Cross-Functional Collaboration

• Work closely with Engineering to communicate field issues, product feedback, and reliability trends.
• Partner with Applications Science and Sales to support customer evaluations, demos, and post-installation success.
• Provide input into product design improvements based on field performance and customer experience.

Compliance & Safety

• Ensure all service activities follow company policies, safety standards, and instrument handling procedures.
• Maintain accurate service records, reports, and documentation.

Performs Other Duties as Assigned.

Minimum Qualifications

• 5+ years of experience in field service engineering, preferably with scientific or analytical instruments.
• 2+ years of experience in a supervisory or team-lead role.
• Strong troubleshooting skills in electromechanical systems, sensors, and precision instrumentation.
• Excellent communication and customer-facing skills.
• Ability to travel domestically and internationally as needed.

Preferred Qualifications

• Experience with viscometers, rheometers, or other fluid-characterization instruments.
• Background in mechanical engineering, electrical engineering, physics, or related fields.
• Experience in a small-company environment where flexibility and hands-on leadership are essential.
• Familiarity with CRM or service management systems.

Physical Requirements
These physical requirements are not exhaustive, and additional job-related physical requirements may be added to these on an as-needed…