NA Field Service Manager – Bioprocessing & CX

RepliGen Corporation; Elm (PA); On-site; USD 130,000 - 155,000; Full time

Benefits offered by this job

Paid time off

Health/dental/vision insurance

Retirement benefits

Flexible spending accounts

Bonus or commission eligibility

Equity potential

Job summary

RepliGen Corporation is seeking a Field Service Manager to lead a North America team of Field Service Engineers across the East Coast region, driving service quality, safety and profitability.

You will partner with customers, engineering, quality and product management to deliver exceptional experiences, optimize field schedules, and pursue continuous improvement while ensuring compliance and growth goals are met.

Qualifications

• Bachelor’s Degree required, BA/BS in an Engineering or Science oriented discipline.
• 5 years prior operations or field service leadership experience preferred.
• Proven experience leading a team, managing customer relationships
• Willingness to travel within your specified geographic region.
• Experience in managing a P&L or operational budget.
• Service business savvy

Responsibilities

• Lead and develop a high-performing Field Service Engineers team across a North America territory.
• Drive operational excellence, customer satisfaction, employee engagement, financial performance, and continuous improvement.
• Partner with customers, commercial teams, engineering, quality, and product management functions to support business growth and deliver exceptional customer experiences.
• Ensure health and safety of the Field Service team, colleagues and customers.
• Coach and develop direct reports and career growth.
• Ensure service interventions are performed to provide the highest possible customer experience.
• Manage customer complaints to swift and satisfactory conclusions.
• Collaborate to drive continuous improvement of the customer experience.
• Oversee field service operations: installations, maintenance, demos, software installations, and repairs.
• Optimize field service schedule and capacity; ensure availability to execute the plan.
• Support launch readiness for New Product Introductions (NPI).
• Achieve Service Revenue and profitability targets and KPIs.

Skills

Leadership

Customer relationship management

Strategic partnership

Process improvement

Travel readiness

Education

Bachelor’s degree in Engineering or Science

Job description

RepliGen Corporation is seeking a Field Service Manager to lead a North America team of Field Service Engineers across the East Coast region, driving service quality, safety and profitability.

You will partner with customers, engineering, quality and product management to deliver exceptional experiences, optimize field schedules, and pursue continuous improvement while ensuring compliance and growth goals are met.