Job description

The Field Service Manager–West Region will lead the regional field service team for the West Service Region of the United States. The Field Service Manager will lead, manage, and supervise the activities of a regional team of Field Service Engineers ensuring customer accounts are provided with a high level of service, customer satisfaction and efficiency. The position will be responsible for delivery of on-site preventative maintenance, installation, validation, and repair services within the service region.

This is a remote position with a preference for residency within the Mountain or Pacific time zones.

Key Characteristics

• Disciplined, able to problem-solve, and is a critical thinker
• Able to complete complex tasks and achieve long-term goals
• Able to communicate (verbal and written) in a professional manner and at a high technical level
• Able to successfully manage and develop a staff of technically proficient and capable employees
• Ensures high customer satisfaction for services provided

Duties & Responsibilities

• Assist in the development and implementation of strategies that focus on customer support issues, while driving and promoting organizational goals and objectives
• Work closely with the commercial sales team, customers, technical teams, service management and other departments on escalations, service strategies, operational improvements, and new product development/introduction
• Provide overall leadership, including hiring, onboarding, performance management, coaching, and development, of the west region field service team members
• Provide operational leadership to ensure customer needs are met in a timely and efficient manner, including scheduling and dispatch of service activities, field inventory, site and work order audits, territory assignments, compliance to standard operating procedures, service metrics and key performance indicators
• Maintain required regional office hours and ensure accessibility to a dynamic staff as needed
• Ensure compliance of team members with all aspects of job safety, including the operation and maintenance of an assigned company vehicle and compliance with all EHS policies and procedures

Knowledge, Skills & Abilities

• Ability and willingness to travel overnight to customers and to work with team members
• Customer relationship skills and ability to resolve customer conflicts
• Proficient with use of CRM or related service management software systems – Salesforce preferred
• Demonstrated problem-solving and resolutions skills and abilities
• Budgeting and management of service business accounting abilities

Education & Experience

Required:

• Demonstrated work experience and understanding of the support needs of our customers and instruments
• Demonstrated work experience leading a team
• Demonstrated field service work experience with analytical instrumentation

Preferred:

• Bachelor’s degree, preferably in Chemistry, Business, Engineering, Biology, or Life Sciences
• Work experience in a pharmaceutical, microelectronics or ultra-pure water processing environment
• Work experience in a cGMP – GLP environment or a regulated lab or production environment

Veolia Water Technologies & Solutions (VWTS) is a worldwide leader in water recovery, treatment, and reuse. We design, supply, and service a range of water systems and monitoring equipment in industries ranging from pharmaceutical to food and beverage applications, and from microelectronics ultrapure water to municipal water and industrial wastewater treatment. We are one of the world’s leading manufacturers of total organic carbon (TOC) analyzers and corresponding certified reference materials. Our ground-breaking endotoxin analyzer is the latest addition to our expanding analytical instruments portfolio. We strive to provide not only superior technology and design, but also outstanding quality, service, and application support. Please click here to learn more about our Analytical Instruments business.

At Veolia, we realize diverse teams make smarter decisions, deliver better results, and build stronger communities. We’re an organization that champions diversity and inclusion at every rung of the ladder and are proud to be an equal opportunity workplace. Because our people are our greatest assets, we also offer competitive compensation and benefits that include:

• Compensation - The salary range is tied to the market for similarly benchmarked roles. The range is not an absolute, but a guide, and offers will be based on the individual candidate’s knowledge, skills, experience, and market conditions, as well as internal peer equity. Depending upon all the preceding considerations for the final selected individual candidate, the offer may be lower or higher than the stated range: $75,000 - $120,000
• Annual Incentive Plan Bonus: 10%
• Health & Life Insurance
• Paid Vacation & Sick Time
• Paid Holidays
• Parental Leave
• 401(k) Plan

****Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity****

VWTS does not accept unsolicited resumes from external recruiting firms. All vendors must have a current and fully executed MSA on file before submitting candidates. Any unsolicited resumes and candidate profiles will be deemed the property of VWTS, and no fee will be due.

Job Type: Full-time

Day range:

• Monday to Friday

License/Certification:

• Driver's License (Preferred)

Work Location: Remote

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