Senior Manager, Field Service Engineering
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Job Description
Sr. Manager leading field service engineering for 908 Devices’ handheld chemical-analysis instruments. Managing engineers, international service centers, customer hardware service, and technical escalations.
Responsibilities:
- Lead and grow the Field Service Engineering team
- Recruit and onboard Field Service Engineer talent
- Manage the full lifecycle of the international service center network, including partner selection, onboarding, auditing, training, parts processing, and performance management
- Lead on-site customer visits to inspect, audit, and service deployed hardware fleets
- Build scalable processes for large-scale field assessments
- Provide personal on-call support to the 24/7 service line
- Manage team scheduling to ensure consistent Field Service Engineer coverage
- Serve as senior technical resource for RMA and DOA escalations
- Drive cross-functional resolution with Operations, Engineering, and Quality
- Contribute field service insights to product quality reviews, NPI, and serviceability improvements
- Support Sales and Customer Success on service-related inquiries
Requirements:
- Bachelor's degree in Engineering or Applied Science (or equivalent experience)
- 5+ years in field service engineering or hands-on technical support
- 2+ years of people management experience
- Experience managing a service center, distributor service, or depot repair network
- Familiarity with RMA/DOA and warranty processes
- Ability to troubleshoot complex electro-mechanical or analytical instrument hardware
- Experience in CBRN detection, analytical instrumentation, or public safety hardware preferred
- Excellent communication skills
- Strong organizational and project management abilities
- Willingness to travel 40%, including internationally
Benefits:
- Annual incentive bonus eligibility
- Long-term incentives
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