Senior Manager - Field Service Engineering (AMR)

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.

We are seeking a Senior Manager, Field Service Engineering (AMR) that will direct manage remote Field Service Engineers (FSEs) supporting the AMR region’s customers and distribution partners. This position requires exceptional technical proficiency, customer management skills, proven ability to professionally develop careers and service processes, and an ability to work cross functionally across various technical and commercial disciplines. This position will report to our Senior Director, Global Service & Support and is a remote position in the AMR region.

If you possess the following and want to make a meaningful impact, we invite you to explore this role.

Essential Functions and Responsibilities:

• Direct and support the execution of daily operations of the Field Service Engineering team within the AMR region (Installation, Preventative Maintenance, Break/Fix, etc.)
• Serve as an escalation point to the field service team for both customer and business process issues
• Partner with Distributor Sales channel to ensure timely onboarding of distributor service personnel and support their execution of installation/post sales support of distributor end customers
• Ensure timely, accurate, compliant, and cost-effective completion of service activities
• Continue to build, scale, and professionally develop an efficient and successful Service Department
• Define, monitor, and deliver actionable insights from Field Service KPIs
• Collaborate with Commercial stakeholders on developing, assigning, and evaluating team goals and achievements
• Proactively assess field capacity and utilization and recommend improvements to support growing customer install base and evolving product portfolio
• Coordinate with respective commercial stakeholders in Field Applications, Tech Support, Commercial Operations, Marketing, and Sales to provide continuous improvement to customer experience
• Establish and maintain service training and education opportunities to scale and improve Field Service capabilities
• Make field visits with FSEs and customers as needed to enable customer growth and success
• Create a culture of continuous improvement with the field service team and processes
• Insure and audit reporting requirements are being adequately met and adhered to by the field service team
• Manage and execute against pre-defined budget targets as defined by Service & Support P&L
• Prioritize and execute on projects related to service improvements and customer experience

Education and Experience:

• Minimum Bachelor’s degree in Bioengineering, Electrical Engineering, Computer Science, Mechanical Engineering, or related field
• Minimum 8 years of experience with customer support and/or in biotech industry
• Experience working with instrumentation with optics, microfluidics, and electromechanical systems is required
• Familiarity with Next-Generation Sequencing or Multi-omic instrumentation a plus
• Demonstrated ability to coach and mentor for performance with direct reports in a remote setting
• Ability to work independently and as part of a matrix team towards corporate goals.
• Excellent organizational, analytical, and interpersonal skills with the ability to present insights and actions to regional and global leadership
• Familiarity with SFDC as a CRM and ISO13485 a plus

Physical Requirements:

• Ability to lift up to 20 pounds
• Must be flexible in working hours as this position may require customer support during non-regular business hours

Location:

• Remote (AMR region)

Travel: 

• Approximately 30-50% travel both domestic and international

Job Type:

• Full-time, Exempt

Base Compensation Pay Range:

• $144,000 - $189,000

In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off. 

Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience. 

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.