Field Service Manager, Americas

Field Service Manager, Americas

Department: Global Services

Location: Milwaukee, WI

Job Mission: Build a Field Service program that fosters customer loyalty through rapid issue resolution and enables seamless self-service and improved product reliability. This role will support our goals to differentiate on speed to resolution and doubling efficiency over the next 2-3 years. Field Service will play a critical role in supporting our top tier customers - from providing on-site preventative maintenance and break/fix support to training and consulting on new applications. This role will be tasked with building a scalable, high quality and efficient program to delight our customers.

Job Responsibilities:

• Lead a team of 6+ Field Service Technicians, ensuring strong engagement and professional development

• Meet Service Level Agreements for response time for all break/fix

• Ensure all PMs are executed within 90 days of the 1 year anniversary

• Closely monitor team and individual performance

• Drive continuous improvement, remove barriers, set clear expectations and ensure team is held accountable to meeting all expectations; performance manage underperformers

• Perform weekly case Quality Assurance audits

• Ensure team consistently high customer satisfaction

• Create a system for the team to reliably achieve the goal of 3 field visits per week

• Join Field Service Technicians during on site visits to assess performance, provide feedback and mentorship (Travel expectations of 1 trip per month)

• Onboard new Field Service Techs and provide support for Agent onboarding

• Act as an escalation point for Field Service and the greater AMER Services team

Prior Experience:

Must Have

• 2+ Years of Field Service experience
• 2+ Years of direct team leadership experience

Nice to Have

• Experience in additive manufacturing, especially SLA and SLS technology

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