Field Service Manager

Teledyne FLIR; Billerica (MA); On-site; USD 80,000 - 100,000; Full time

Job summary

Teledyne FLIR is seeking a professional Field Service Manager in Billerica, Massachusetts, to oversee a team of technicians installing and maintaining advanced military equipment. This role requires a strong focus on customer satisfaction and compliance with safety regulations.

Applicants should have a bachelor's degree, 7+ years in field service management, and experience in military communication systems. Travel may be required for site visits.

Qualifications

• 7+ years of experience in field service management.
• Experience in military communication systems or advanced electronics preferred.
• Prior leadership experience required.

Responsibilities

• Develop and execute field service strategies for customer satisfaction.
• Coordinate on-site and remote service activities including installation.
• Supervise and mentor Field Technicians and establish performance standards.

Skills

Field service management

Troubleshooting

Project planning

Technical writing

Team leadership

Education

Bachelor’s degree in engineering or related field

Job description

Teledyne FLIR Defense is the leading provider of advanced detection and surveillance systems for federal, state and local agencies. We're hiring a professional Field Service Manager to facilitate growth in this market and ensure our continued success in meeting customer requirements. In this position you will direct teams of Technicians installing, maintaining, and repairing advanced military equipment, ensuring high operational readiness and strict compliance with safety regulations. Additional duties include coordinating on-site services, managing logistical support, and handling complex and customer issues to meet contractual obligations. This position will oversee a team of approximately 9-10 Field Service / Support Technicians.

Job Duties & Responsibilities

• Develop and execute field service and support strategies for Teledyne FLIR’s imaging systems worldwide to ensure maximum customer satisfaction through technical support.
• Leverage multiple technical channels including Field Service Technicians, Applications Engineers, Design and Manufacturing Engineers and any other discipline required to resolve customer issues. Act as the primary liaison with military personnel, contractors, and end-users to resolve issues.
• Coordinate on-site and remote service activities including installation, commissioning, and preventative maintenance of defense systems.
• Ensure all work adheres to applicable platform standards, safety protocols, and company policies.
• Monitor Key Performance Indicators (KPIs) such as labor hours, repair times, and service level agreement compliance.
• Define and develop project plans and schedules for site visits, customer issue resolution, installation support and internal/external customer support.
• Supervise and mentor Field Technicians and establish technical expectations, training, and performance standards.

Job Qualifications

• Bachelor’s degree in engineering, business administration, or a related technical field preferred
• 7+ years of experience in field service management; experience in military communication systems, aerospace, or advanced electronics preferred
• Prior people leadership experience required.
• Proven ability in troubleshooting, team leadership, project planning and technical writing.
• Able and willing to travel approximately 20% - 30%, mostly domestic with some international travel.

Applicants must be either a U.S. citizen, U.S. national, legal permanent resident, asylee, refugee or must be eligible to apply for and obtain the appropriate export control license from the U.S. Departments of State or Commerce.