Field Service Manager

The Field Service Manager is responsible for planning, recruiting, directing, organizing, and controlling the Field Service team to accomplish company service and financial objectives. This role blends strategic leadership-establishing regional targets, coaching engineers, and managing budgets-with hands-on technical support, including Tier 2 troubleshooting and on-site customer service as needed.

Duties and Responsibilities

Leadership & Management Focus

• Team Guidance: Establish quarterly regional and individual service goals based on company revenue objectives and customer expectations.
• Performance Coaching: Regularly monitor and coach the Field Service team, conduct structured 1-on-1 "in the field" service interactions, and report outcomes to the Field Service Director.
• Account Management: Act as the escalation point for on-site account management and build promotional, long-term relationships with customers.
• Pipeline Tracking: Actively create, monitor, and report on the progression of service leads from initial contact to Purchase Order (PO).
• Strategic Planning: Develop and implement service plans, advising leadership on realistic contract forecasts, operational costs, team demographics, and promotional program plans.
• Administration & Compliance: Oversee team expenses against the budget, ensure timely administrative/call reporting, manage company assets, and enforce strict adherence to OSHA and Universal Lab precautions.
• Event Support: Participate in state, regional, and national meetings, including pre-meeting display setup, live event support, and post-meeting disassembly.

Technical & Service Focus

• Hands-on Support: Maintain technical proficiency in Cytek instrumentation to provide on-site field service engineering support and ensure responsive territory coverage.
• Tier 2 Technical Support: Provide advanced technical guidance to Field Service Engineers and customers to resolve complex issues in the field.
• Communication: Implement monthly service reports, cyclical service meetings, and electronic service bulletins to keep the team aligned and informed.
• Customer Satisfaction: Proactively identify escalated service activities and deploy action plans to manage customer expectations and ensure complete satisfaction.
• Training & Development: Develop and implement technical training for new product launches or market strategies to ensure the team can accurately represent and repair products.
• Feedback Loop: Conduct on-site customer demonstrations as required and gather customer feedback regarding product features to share with Marketing and Development teams.

Education & Experience Requirements

• Education: Bachelor's degree (BA/BS) in Engineering, Life Sciences, Biology, or a closely related discipline.
• Management Experience: 1+ years of management or leadership experience in a service or technical field is desired.
• Technical Experience:
  • Minimum of 3 years of hands-on medical equipment service experience required (5+ years preferred).
  • Flow cytometry experience with a specific emphasis on cell sorting is strongly preferred.
• Technical Skills: Computer proficiency required, including Microsoft Operating Systems/Applications and simple networking configurations.
• Travel: Ability to travel up to 50% of the time.

Key Skills and Competencies

• Technical Literacy: Proven ability to read, analyze, and interpret technical procedures, schematics, mechanical drawings, package inserts, and government regulations.
• Territory Management: Strong organizational, account assessment, and relationship development skills.
• Analytical Thinking: Demonstrated fault-identification and troubleshooting abilities applicable to complex product design.
• Financial Acumen: Experience with budget and expense management.
• Adaptability: Ability to pivot to changing markets or territory conditions while maintaining corporate objectives.
• Autonomy: Demonstrated ability to operate independently and strategically to achieve individual and corporate goals.

Physical Requirements

• Ability to travel via personal vehicle, commercial airlines, train, or rental car to visit potential and existing customers.
• Ability to lift up to 25 lbs safely.
• Ability to work in a standing position for at least an hour at a time.

Cytek is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, genetic information, disability status, veteran status, or any other characteristic protected by law.