Field Service Manager

Field Service Manager

Lead global service operations, regional resources, and third-party providers, driving global service strategy to align with growth objectives. Build a culture of accountability, technical excellence, and continuous improvement while developing talent and succession plans within the service organization.

Responsibilities

• Serve as executive escalation point for critical customer issues.
• Build relationships across customers, engineering, quality, operations, and supply chain.
• Lead customer business reviews and service performance discussions.
• Drive customer satisfaction, retention, and long-term partnerships.
• Ensure global service personnel are trained and certified.
• Oversee global RMA and repair operations.
• Standardize processes, tooling, and performance metrics across repair locations.
• Oversee FAI, failure analysis, and customer returns.
• Drive improvements in repair quality and turnaround time.
• Monitor product performance, reliability trends, warranty costs, and service metrics.
• Partner with Operations, Engineering, and Quality on corrective actions.
• Ensure accurate reporting of OBQ, FA, RMA, and complaint data.
• Use service data to drive product and process improvements.
• Plan and lead service readiness activities for new products.
• Ensure training, documentation, tooling, and spare parts plans are completed before launch.
• Coordinate with Engineering, Applications, and Product Management for successful deployments.
• Partner with Supply Chain and Warehouse Operations on global spare parts availability.
• Develop inventory strategies to minimize customer downtime.
• Own service revenue forecasting, budget planning, and financial performance.
• Align resources with customer demand and growth objectives.
• Collaborate with Engineering, Applications, Operations, Quality, Supply Chain, Sales, and Marketing on customer satisfaction and product performance.
• Perform other duties as assigned.

Essential Skills

• Field service experience in semiconductor equipment, robotics, automation systems, vacuum systems, and management skills.
• Experience managing internal executive and customer relationships.
• Ability to travel 30% of the time.
• Minimum 6-8 years in leadership or management roles.
• Ability to function autonomously in global service, RMA, troubleshooting, NPI, failure analysis, FAI, and customer support.

Additional Skills & Qualifications

• Bachelor's degree in Engineering, Business, Operations Management, or a related field required.
• Master's degree preferred.
• Experience leading global service teams and operations, including third-party providers.
• Strong customer relationship management skills.
• Extensive knowledge of field service, RMA, and repair operations.
• Analytical skills for reliability, warranty, and quality metrics.
• Cross-functional collaboration and NPI experience.
• Financial and supply chain acumen.

Work Environment

The role involves approximately 30% travel to customer locations including local, domestic, and international destinations such as Asia (excluding China), California, Arizona, Texas, and potentially parts of Europe. The work is primarily sedentary but may require standing, walking, grasping, and lifting/moving up to 25 pounds.

Job Type & Location

This is a Permanent position based out of Bedford, MA.

Pay and Benefits

The pay range for this position is $130000.00 - $145000.00/yr. We offer competitive compensation packages including comprehensive health benefits (medical, dental and vision), generous paid time off, 100% company paid short-term, long-term disability insurance, 100% company paid Basic life and AD&D insurance and a 401(k) plan with 5% company matching

Workplace Type

This is a fully onsite position in Bedford,MA.