Salary Range: 140000 to 150000 (Currency: USD) (Pay period: per-year-salary)

Responsibilities

• Strategic Planning & Execution: 
• Develop and implement a strategic plan for field service operations that aligns with GatorBio’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.  

Requirements

• 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%.