Senior Manager, Field Service

Job Title

Senior Manager, Field Service

Location(s)

US Remote - UT

About Us

Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world's greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11,000+ colleagues from around the globe are vital to our success and the reason we're able to push boundaries in pursuit of better human health.

Find your future at Revvity

Summary:

Accountable for leading and managing service team leaders, and indirectly, field service engineers, the Service Manager enables essential customer support activities as part of our commercial organization. This role is responsible for supporting business growth and ensuring financial targets are met, along with providing input into the development of the annual budget. They are capable of resolving escalated issues arising from operations, which typically require coordination with other departments. The ideal candidate oversees high-level operations with strong project management skills, process improvement focus, and serves as a supportive resource for team leaders with clear, concise communication and polished presentation skills.

Key Responsibilities:

Team Leadership & Development:

• Develop a regional team of field service team leaders who manage field service engineers to ensure that the engineers have the necessary training and tools to perform installation, repairs, and maintenance, along with technical support for our medical device products
• Lead and inspire service team leaders, promoting a culture of excellence, collaboration, and accountability
• Mentor and coach team members to strengthen leadership capabilities and financial acumen
• Conduct regular performance reviews, set clear objectives, and provide actionable feedback
• Serve as a supportive resource for team leaders while maintaining weekly calls with team leaders (does not generally sit in on team calls with engineers)

Financial Performance & Growth:

• Drive financial growth and profitability through contract retention while managing costs effectively
• Support Service P&L management, including revenue forecasting and ongoing cost control
• Partner with service finance to analyze cost trends and identify revenue leakage
• Contribute input into the development of the annual budget and operating plan

Operational Excellence & Process Improvement:

• Establish S.M.A.R.T. goals for the region and achieve these goals while exemplifying a positive work culture and strong leadership
• Evaluate and improve field service performance through KPI monitoring, processes, and procedures while ensuring Service Level Agreements (SLAs) are met while mitigating risks
• Monitor key performance indicators to improve customer satisfaction and ensure SLA compliance
• Foster a data-driven culture through operational feedback loops and effective policy implementation
• Ensure adherence to organizational policies and documentation standards
• Identify and address service delivery gaps using Salesforce reports

Cross-Functional Collaboration & Project Management:

• Work with the Sales and FAS team to help understand business needs and to resolve customer's needs along with innovative product and service solutions
• Take on and own various regional-level service-related projects or initiatives as requested by senior management
• Collaborate with Technical Support teams at various factories, field sales individuals, data analytics team members, R&D, and other departments to ensure cross-functional alignment and coordination of service activities
• Partner with technical support and factory teams to support deployment of new product introductions (NPIs)

Data Analytics & Reporting

• Utilize various business applications to run reports and build dashboards to gain insight into the various aspects of managing a field service business to help drive efficiencies
• Collaborate with data analytics to develop actionable reporting tools that support operational and financial goals

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.

Basic Qualifications:

• Bachelor's degree in, Engineering, Business Administration, Technical Field
• Minimum 5 years of progressive leadership experience in field service, technical support, or related customer-facing operations
• Minimum 3 years of direct people management experience, including managing managers or team leaders
• Minimum 3 years project management skills with experience leading cross-functional initiatives
• Proficiency in CRM systems (Salesforce preferred) and business analytics tools
• Excellent communication and presentation skills with ability to interact effectively at all organizational levels
• Minimum 3 years experience in medical device, life sciences, or regulated industry preferred
• Willingness to travel up to 50%
• Valid driver's license and ability to travel domestically

Preferred Qualifications:

• Advanced degree (MBA, MS Engineering, or equivalent)
• 7+ years of field service management experience in medical devices, diagnostics, or life sciences industry
• Experience managing geographically dispersed teams across multiple states/regions
• Demonstrated expertise in process improvement methodologies (Lean, Six Sigma, etc.)
• Strong financial acumen with experience in budget development, forecasting, and cost management
• Advanced proficiency in data analytics tools and dashboard creation (Tableau, Power BI, etc.)
• Experience with service contract management and SLA optimization
• Knowledge of regulatory requirements (FDA, ISO 13485, etc.) in medical device servicing
• Proven ability to drive cultural change and implement best practices across service organizations
• Experience collaborating with R&D, manufacturing, and technical support teams on new product introductions
• Strong customer relationship management skills with experience in escalation resolution
• Professional certifications in project management (PMP), service management (ITIL), or related fields

The pay range for this full-time position is a salary $112,000.00 - $135,000.00 USD Annually. This range reflects the minimum and maximum target for a new hire in this position. The pay offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that base pay is only one part of our total compensation package and is determined within a range. This range allows for the successful candidate to have an opportunity to progress within the position and develop at our company. This base pay range does not take into account bonuses, equity, or other benefits which may be applicable and are dependent on the level and position offered.

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What do we offer?

We provide competitive and comprehensive benefits to our employees. Below are some highlights of our benefits:

• Medical, Dental, and Vision Insurance Options

• Life and Disability Insurance

• Paid Time-Off

• Parental Benefits

• Compassionate Care Leave

• 401k with Company Match

• Employee Stock Purchase Plan

Learn more about Revvity's benefits by visiting our Bswift page. Log-In instructions are provided towards the bottom of the Bswift page.

• For benefit-eligible roles only. Part-time and temporary roles may not be eligible for all benefits listed. Please reach out to your recruiter for more information.

Revvity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic or status protected by applicable federal, state, and/or local laws. If you are an applicant with a disability that requires reasonable accommodation to complete any part of the application process or are limited in the ability-or unable to use-the online application system and need an alternative method for applying, you may contact OpenJobs@revvity.com.