Field Service Manager

Field Service Manager

Location: WM USA - 37 Upton Drive

Benefits: Enhanced Carer/Paternity Leave, Additional Holiday, EAP and more

Website: https://www.wmfts.com/en/

Group: https://www.spiraxsarcoengineering.com/

We're currently seeking a Field Service Manager to join us. You'll join a dynamic team of engineers, sales people, marketers, administrators, designers, assemblers, chemists, web developers, accountants, analysts, programmers and many more. Globally we are united by our shared values that drive our culture. We want to be an employer where you make our difference.

At Watson Marlow Fluid Technology Solutions you face different challenges every single day. You are empowered to dream bigger and work smarter. You have time to live your life outside of your job.

We offer a full induction with training and ongoing support for all our systems and products. Along with this you'll gain access to SSE academy where you can upskill and develop at your own pace.

Watson Marlow Fluid Technology Solutions is an SSE PLC Group company (https://www.spiraxsarcoengineering.com/). SSE (London Stock Exchange - FTSE 50) is a manufacturer of engineered solutions, employing 8500 people across 130+ operating units globally. We offer a range of fluid handling solutions across the biotech and industrial markets.

This role will focus on:

Responding to a need to further develop field support to the US Life Sciences customer base, the Field

Service Manager will lead a small team and engage with a vision to grow and develop a driven, customer

focused profitable revenue stream. The Field Service Manager actively engages in and manages a small

team who perform on-site routine services including installation, testing, maintenance, and repair. Through

a spirit of continuous improvement, the successful manager develops methods, guidelines, and policies to

drive customer satisfaction and facilitate efficient service delivery. The team acts as the customer advocate

that ensures any customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other

teams as needed.

Acting as a technical consultant by providing expert assistance, advice, and recommendations on the

technical aspects of a particular area.

The successful Manager will be able to combine hands-on field work as well elevate themselves and

provide input to strategic decisions that affect the functional area of responsibility. Capable of resolving

escalated issues arising from operations and requiring coordination with other departments.

What you'll be doing

• Manage a team of field service engineers who perform on-site installations, maintenance, and

repairs of equipment.

• Oversee scheduling and dispatching of field service engineers to attend to customer's requests

for onsite service. This includes managing and scheduling of all open requests based on the

technician's availability, location, skills, and the number of open tickets in their queue.

• Installation of equipment, and execution of equipment qualifications including Installation

Qualification (IQ) and Operational Qualification (OQ).

• Preventative maintenance including mechanical/electrical service and repair of both automated

and non-automated equipment.

• Provide customer site and virtual technical support of in-field products, including guidance of

installations and troubleshooting problematic installations & operations.

• Product training to customers and staff, including classroom presentations and hands-on product

demonstrations.

• Management of equipment service contracts through the Watson-Marlow Service Contract

Program.

• P&L management, including reporting and maintaining pricing & labor costs.

• Collaborate with cross-functional teams: sales, engineering, customer service, purchasing,

production, shipping, and accounting for seamless customer order management.

• Frequent telephone and written contact with customers, sales team, and factory personnel, and

occasional field visits to customers for the purpose of making presentations, assessing

applications, educating on our value proposition, or troubleshooting.

• Records: Maintain project records, general engineering & technical records, and contribute to the

proper documentation recording in our engineering department per ISO procedures.

• Utilize experience to assist in department level continual improvement projects as required.

• Up to 50% travel required.

• Other: Assist with other tasks as delegated by the Engineering Services Manager

To be successful in this role, you will need:

• Excellent people management and leadership skills.

• Excellent time management and organization skills.

• Be able to work under stressful work conditions and should have good problem-solving ability.

• Have good multi-tasking ability with excellent written and oral communication skills.

• Experience: Strong background in automation and controls required. Managerial experience

preferred.

• Education: Bachelor's in engineering, or extensive industry experience.

• Please note this job description is not designed to cover or contain a comprehensive listing of

activities, duties or responsibilities that are required of the employee for this job. Duties,

responsibilities, and activities may change at any time with or without notice.

• Quickly learns and achieves proficiency in new software applications as needed.

WMFTS is committed to providing reasonable accommodations to qualified individuals with disabilities and disabled veterans in all aspects of the employment process. If you require accommodation to perform the essential functions of this job.

As a growing and ambitious organization with a presence in over 60 global locations and across multiple markets, we can offer you the working environment and support needed to be successful. We are committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation, or religious belief.

About Watson-Marlow

Every day, we help companies across the globe to be more efficient and sustainable. Watson-Marlow Fluid Technology Solutions (WMFTS) is the world leader in niche peristaltic pumps and associated fluid path technologies. Comprising ten established brands, each with their area of expertise, but together offering our customers unrivalled solutions for their pumping and fluid transfer applications. Together with our colleagues across Spirax-Sarco Engineering plc, we are proud to be a FTSE 50 company.