Field Service Manager – Houston (1562)

Location: Houston, TX
Description:
The Houston Field Operations Manager (1562) is responsible for managing the day-to-day field service and support activities in Houston, Texas. This role oversees operations in the Southern Region, which includes Texas, Oklahoma, Arkansas, Louisiana, Mississippi, Alabama, Georgia, Florida, and the Caribbean. The Field Operations Manager leads a team of 12 highly skilled technicians who troubleshoot, repair, and calibrate bench top analytical instrumentation used in R&D labs. This position is not related to service management in the copier or auto industry. The Houston Field Operations Manager reports to the Service Manager for the Southern Region.

Responsibilities:
  • Oversee a team of Field Service Engineers, including conducting interviews, making hiring recommendations, developing staff, assigning and scheduling work, and appraising performance.
  • Ensure proper training and continuous skill advancement of Field Service Engineers, and provide training as needed.
  • Maintain adherence to service department policies, procedures, safety standards, quality standards, and ISO17025 requirements.
  • Compile and maintain operational records, such as repair time records, repair and maintenance statistics, and test results.
  • Report product failure trends and weaknesses to the appropriate product groups.
  • Implement systems to monitor the performance of Service Engineers, including calculating metrics such as MTBF (Mean Time Between Failure), MTTR (Mean Time To Repair), revenue per head, profit margins, etc. using SAP software and Excel macros.
  • Ensure identification and routine calibration of test equipment required for ISO/IEC 17025 calibrations.
  • Have at least 3 years of experience in a technical services environment.
  • Attend mandatory in-house technical training courses to stay up-to-date on field developments, and receive certificates upon satisfactory completion of each program.
  • Possess advanced knowledge of the theoretical and practical application of engineering science and technology.
  • Utilize electronic schematics, electronic testing equipment, and repair tools to assist and support service engineers.
  • Hold a bachelor's degree in electrical, mechanical, or chemical engineering, physics, or a related field.
  • Demonstrate analytical problem-solving skills.
  • Show excellent verbal and written communication skills, as well as strong interpersonal skills.
  • Deliver exceptional customer service.
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