Field Service Manager, Americas - Formlabs
Job Mission: Build a Field Service program that fosters customer loyalty through rapid issue resolution and enables seamless self-service and improved product reliability. This role will support our goals to differentiate on speed to resolution and doubling efficiency over the next 2-3 years. Field Service will play a critical role in supporting our top tier customers - from providing on-site preventative maintenance and break/fix support to training and consulting on new applications. This role will be tasked with building a scalable, high quality and efficient program to delight our customers.
Job Responsibilities:
- Lead a team of 6+ Field Service Technicians, ensuring strong engagement and professional development
- Meet Service Level Agreements for response time for all break/fix
- Ensure all PMs are executed within 90 days of the 1 year anniversary
- Closely monitor team and individual performance
- Drive continuous improvement, remove barriers, set clear expectations and ensure team is held accountable to meeting all expectations; performance manage underperformers
- Perform weekly case Quality Assurance audits
- Ensure team consistently high customer satisfaction
- Create a system for the team to reliably achieve the goal of 3 field visits per week
- Join Field Service Technicians during on site visits to assess performance, provide feedback and mentorship (Travel expectations of 1 trip per month)
- Onboard new Field Service Techs and provide support for Agent onboarding
- Act as an escalation point for Field Service and the greater AMER Services team
Prior Experience:
Must Have
- 2+ Years of Field Service experience
- 2+ Years of direct team leadership experience
Nice to Have
- Experience in additive manufacturing, especially SLA and SLS technology
Last updated: 10 days ago
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