Field Service Manager

The Field Service Manager will create, scale, and oversee the execution of field service support, employee, and customer care for LGC instrumentation in the NALA region. This position will directly supervise all remote and headquarter based Field Service Engineers within the Americas region, ensuring they are organized, directed, trained, and appropriately managed to accommodate the balance of both home and work life. In addition, this role will collaborate with the Global Field Service Director / Sr. Director when NALA resources may be needed in the EMEA and APAC regions.Operational attributes of this role include: training program execution for internal personnel and external customers, management and delivery of customer support functions and metrics, technical documentation, management of installations/preventative maintenance, and helping to define the customer experience post deployment.Responsible for providing quality and efficient customer service to clients through the daily management of hiring, motivating, coaching, training, and problem solving. Additionally, recommends staffing, training, scheduling, career pathing of employees, instrument upgrade opportunities, and customer events. Manages service programs and delivery to ensure service expectations and client satisfaction objectives are satisfied. Works closely with the Field Service Director to establish and communicate the department vision as well as strategic and tactical plans.This position will collaborate closely with the Field Service Director, Production Manager, Engineering Directors, Technical Support Management, and Field Service Advisors to balance resources that meet the needs of the customer and our people.This position requires up to 75% travel within the United States (with occasional travel to South American regions)