Field Service Account Manager

Bausch-Stroebe; Branford (CT); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical and dental plans

401k with company match

PTO plan

Life insurance

HRAs and FSAs

Holidays

Job summary

Bausch+Ströbel, a global leader in pharmaceutical packaging technology, seeks a Field Service Account Manager for its U.S. headquarters in Branford, CT. You will bridge customers, field service teams, and internal departments to deliver exceptional service experiences.

Based onsite with potential 60% hybrid after training, you will coordinate installations, maintenance visits, troubleshooting, and training programs while managing quotes, service orders, and compliance documentation.

Qualifications

• Strong organizational and project coordination skills.
• Excellent customer service and communication abilities.
• Attention to detail and the ability to manage multiple priorities.
• Experience with technical service teams or industrial equipment environments.
• Proficiency with Microsoft Office and ERP systems.
• Strong problem-solving and decision-making skills.
• Ability to work independently and across departments.

Responsibilities

• Coordinate and manage installations, maintenance visits, troubleshooting support, and training programs.
• Prepare service quotations and process service orders through invoicing.
• Schedule field service activities for technicians, trainers, and external providers.
• Review service reports and develop follow-up actions including spare parts recommendations.
• Serve as primary contact for documentation requests and compliance requirements.
• Prepare and distribute project documentation (risk assessments, method statements, insurance certificates).
• Handle customer inquiries and complaints with professionalism and urgency.
• Collaborate with international subsidiaries and service teams for seamless projects.
• Organize training programs for technicians and service personnel.
• Provide coaching and technical support to the Field Service Coordinator.

Skills

Organizational skills

Project coordination

Customer service

Communication

Attention to detail

Multi-priority management

Independent and collaborative work

Tools

Microsoft Office

ERP systems

Job description

Join a Global Leader in Pharmaceutical Packaging Technology

Bausch+Ströbel is a world-renowned manufacturer of pharmaceutical packaging and processing equipment. We partner with leading pharmaceutical companies worldwide to deliver innovative solutions that support the production of life-saving medications.

Job Description

About the Role

We are seeking a highly organized, customer-focused Field Service Account Manager to join our Customer Service team at our U.S. headquarters in Branford, Connecticut. This is a unique opportunity to serve as the key link between customers, field service professionals, and internal teams while helping drive exceptional service experiences.

What You'll Do

As a Field Service Account Manager, you will coordinate and manage a wide range of customer service activities, including installations, maintenance visits, troubleshooting support, training programs, qualifications, and other field service projects.

Key responsibilities include:

• Manage customer relationships and support business development within the Field Service area.
• Prepare service quotations and process service orders through invoicing.
• Coordinate field service schedules and assignments for technicians, trainers, qualification experts, and external service providers.
• Review service reports and develop follow-up actions, including spare parts recommendations and service proposals.
• Serve as the primary point of contact for customer documentation requests and compliance requirements.
• Prepare and distribute project-related documentation, including risk assessments, method statements, insurance certificates, and work permits.
• Handle customer service inquiries and complaints with professionalism and urgency.
• Collaborate with international subsidiaries and service teams to ensure seamless project execution.
• Organize training programs for technicians and service personnel.
• Provide coaching and technical support to the Field Service Coordinator.

What Makes You Successful

We're looking for someone who thrives in a fast-paced environment and enjoys coordinating multiple projects while maintaining excellent customer relationships.

Qualifications

What You Bring to the Team

• Strong organizational and project coordination skills
• Excellent customer service and communication abilities
• Attention to detail and the ability to manage multiple priorities
• Experience working with technical service teams or industrial equipment environments
• Proficiency with Microsoft Office and ERP systems
• Strong problem-solving and decision-making skills
• The ability to work independently and collaboratively across departments

This position is initially fully onsite at our U.S. headquarters. After training, there may be an opportunity to transition to a hybrid schedule with approximately 60% onsite presence.

Additional Information

Benefits: We offer medical and dental plans (the company pays 83% of the premium for employees and eligible dependents); company-sponsored health reimbursement accounts (HRA), Flexible Spending Accounts (FSA) for medical and/or dependent care, company-paid short-term and long-term disability plans, company-paid life insurance and AD&D plan; voluntary vision plan; voluntary pet insurance; voluntary identity theft protection plans; voluntary life, and dependent life plans at discounted group rates; a 401k retirement plan with a 4% company match, company paid holidays and generous a PTO plan.

Bausch+Stroebel’s US Headquarters is located in Branford, CT

Bausch+Stroebel is an Equal Opportunity Employer. Bausch+Stroebel provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leaves of absence, compensation, and training.

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