Field Service Engineer Manager- Simply Biotech

OVERVIEW

Are you looking for a new career opportunity with an exciting biotech company?! Then we've got the right team for you! In this role, you're responsible for the duties listed below.

Immediate opening for a Field Service Engineer Manager with a biotech company in Palo Alto, CA who possesses:

• B.S. Engineering, Life Sciences, or related field
• 5+ years of experience in field service engineering within the biotech or medical device industry, including 2+ years of management experience
• Strong technical skills with a proven understanding of instrumentation and diagnostic equipment
• Proven track record of developing high-performing teams in a field service capacity
• Travel 50-70%

Email resumes to or call 858.376.5078

FULL DESCRIPTION :

The selected candidate will be responsible for:

• Strategic Planning & Execution:
• Develop and implement a strategic plan for field service operations that aligns with the company's overall business objectives, focusing on maximizing client satisfaction and operational efficiency.
• Analyze industry trends and customer feedback to identify service improvements and drive initiatives that enhance client experience and team productivity.
• Collaborate with the leadership team to align service goals with company-wide initiatives, contributing to the growth and scalability of service operations.

Team Leadership & Development:

• Lead, coach, and develop a team of two Field Service Engineers and one Depot Engineer.
• Set clear performance expectations, provide ongoing feedback, and conduct performance reviews.
• Facilitate training sessions for team members to stay current on product updates and customer service skills.

Service Operations Management:

• Oversee the daily operations of field service activities, ensuring rapid and effective responses to customer needs.
• Maintain efficient scheduling of service calls and manage resource allocation to maximize productivity.
• Ensure inventory levels for service parts are maintained and manage the repair process for depot-serviced instruments.

Customer Relationship Management:

• Serve as the point of escalation for complex service issues and collaborate with internal teams to resolve them.
• Proactively build relationships with clients, providing technical support and communicating service status.
• Ensure customer feedback is documented, analyzed, and used to drive improvements in service delivery.

Continuous Improvement:

• Develop and implement service protocols, focusing on optimizing equipment uptime and customer satisfaction.
• Monitor and report on key performance metrics, identifying areas for improvement.
• Stay updated on industry best practices and contribute to the enhancement of service standards.
• All job duties as assigned.

The selected candidate will also possess:

• Bachelor's degree in Engineering, Life Sciences, or a related field; advanced technical degree preferred.
• 5+ years of experience in field service engineering within the biotech or medical device industry, including 2+ years in a supervisory role.
• Strong technical skills with a proven understanding of instrumentation and diagnostics equipment.
• Excellent communication and interpersonal skills, with a customer-focused approach.
• Prior experience in wet-lab (e.g. pipetting and solution preparation) is strongly desired.
• Ability to travel as required to support field engineers and clients.
• Familiarity with biomolecular interaction analysis or similar technologies.
• Proven track record of developing high-performing teams in a field service capacity.
• Knowledge of industry regulatory standards and compliance requirements.
• Travel 50-75%.

Salary Range: $140k-150k/yr

For immediate and confidential consideration, please email your resume to or call 858.376.5078. More information can be found at