Field Service Manager

2 weeks ago

Canada JEOL USA, Inc. Full time

**District Service Manager**

The JEOL legacy has been one of outstanding innovation in developing instruments used to advance scientific research and technology. JEOL has 70 years of expertise in the field of electron microscopy, more than 60 years in mass spectrometry and NMR spectrometry, and more than 50 years of e-beam lithography leadership. JEOL USA, Inc., a wholly-owned subsidiary of JEOL Ltd. Japan, was incorporated in the United States in 1962. The primary business of JEOL USA is sales of new instruments and peripherals and support of a vast installed base of instruments throughout the United States, Canada, Mexico, and South America.

**District Service Manager**

The Service Manager is responsible for leading a technical service team to provide excellent service to our existing customer base. This involves managing available resources, driving service strategic initiatives, directing and coordinating installation, maintenance and repair of electron microscopes to ensure that customer service objectives are met or exceeded.

**Essential Duties**
- Oversees the day-to-day activities of field service engineers responsible for the installation, repair, and preventative maintenance of scanning electron microscopes and transmission electron microscopes
- Manages the available resources to ensure proper territory coverage and efficient operation of the department
- Responsible for the selection, development, and evaluation of field service engineering personnel
- Maintains communication with field service engineers, customers, and technical specialists to resolve technical problems
- Achieves customer service objectives and improves customer service quality by evaluating and redesigning processes, identifying customer service trends, and implementing improvements
- Qualifies customer calls, confirms daily priorities for field service engineers, and reviews customer requests for service to establish service priority to ensure customer expectations are met or exceeded
- Ensures that customers on service contracts have preventative maintenance scheduled in accordance with their contract
- Determines priorities including staff hours, number of personnel, and parts/equipment required for service call
- Generates management reports detailing monthly uptime results, standby hours, installation status, parts inventory and emergency call backlog
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

**Qualifications**
- A Bachelor’s degree from a four-year college or university; plus, 3-5 years related experience
- Supervisory experience and the ability to develop technical field service personnel
- Knowledge, experience or training with electromechanical equipment; experience with electron microscopes preferred
- Ability to prioritize work activities and handle multiple projects simultaneously
- Strong interpersonal skills to effectively deal with customers; ability to speak French preferred
- Approximately 20% travel is anticipated in this position

**What we offer**
- A hybrid work schedule
- Medical insurance
- Retirement plan with match
- Generous vacation, sick, family sick, personal, and community service benefits

**Key words**

Customer Service, Process Improvement, Decision Making, Scientific Instruments, Scanning electron microscope, Transmission electron microscope, District Service Manager, Service Manager, Field Service Manager

**How to Apply**

JEOL is an Affirmative Action Employer. Applications from minorities, females, veterans and individuals with disability are strongly encouraged.

EOE/Minorities/Females/Vet/Disabled

Pay: $80,000.00-$100,000.00 per year

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Montréal, QC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- field service management: 2 years (required)

Work Location: One location

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