Associate Manager, Field Service

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🕒 6 days ago

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Mesa Laboratories, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1982

Life Sciences • Healthcare • Industrial

Mesa Laboratories, Inc. is a manufacturer and service provider of precision monitoring, measurement, and quality-control solutions for regulated and industrial environments. The company makes biological and chemical sterilization indicators, data loggers and continuous monitoring systems, ambient air samplers, gas and air flow calibration instruments, dialysis meters, torque testers, and offers contract laboratory testing, calibration, validation, and repair services. Mesa serves customers in life sciences and healthcare (supporting sterile processing, environmental monitoring and regulatory compliance) and provides industrial metrology and calibration solutions to ensure process control and traceability.

📋 Description

• Lead, mentor, and develop a team of Field Services Engineers and Supervisors, ensuring optimal performance and skill development across the team • Provide regular coaching, performance reviews, and career development support for team members • Oversee daily field service operations, ensuring that field engineers are meeting targets for service requests, installations, maintenance, and repairs • Develop succession planning and training programs for the team to ensure continuity and growth • Develop and implement operational strategies for the field services team to improve efficiency, reduce downtime, and enhance the customer experience • Manage the resource allocation process, ensuring that projects and field service calls are appropriately staffed with the right technical expertise • Ensure that service operations align with corporate goals and KPIs, implementing corrective actions when necessary • Review and adjust operational procedures and workflows to optimize service delivery times, costs, and quality of service • Act as a senior point of contact for customer escalations and resolve complex or critical issues in the field • Work closely with the customer support and sales teams to ensure customer expectations are met or exceeded for all installations, repairs, and service engagements • Regularly communicate with clients to ensure satisfaction with service quality, troubleshoot complex customer problems, and build long-term customer relationships • Implement proactive solutions to address recurring service issues and improve overall customer satisfaction • Ensure that all field service work is carried out in compliance with company policies, safety standards, and regulatory requirements • Conduct audits, inspections, and performance reviews to ensure adherence to established best practices, quality standards, and technical protocols • Analyze service data to identify areas for improvement in service delivery and implement changes to improve safety, quality, and efficiency • Provide expert-level technical support and troubleshooting guidance to field engineers dealing with complex installations, maintenance, and repair issues • Serve as a subject matter expert on the company’s products, systems, and solutions, and actively contribute to product improvement initiatives • Work with R&D and engineering teams to escalate critical product issues, providing valuable feedback from the field • Oversee the budget for field service operations, ensuring that expenditures remain within the allocated budget and cost-effective service delivery is maintained • Monitor and control service-related costs (e.g., travel, materials, equipment) to ensure efficient use of resources • Manage inventory of field tools, parts, and equipment to ensure availability and minimize downtime due to shortages or delays • Establish key performance indicators (KPIs) and metrics for the team, and ensure continuous monitoring of service efficiency, response times, and customer satisfaction • Develop and maintain dashboards, reports, and metrics for tracking team performance, identifying trends, and reporting progress to upper management • Analyze performance data to identify potential inefficiencies, service bottlenecks, or areas for improvement • Provide regular updates to senior management on field service performance, challenges, and strategies for improvement • Continuously assess and improve service processes to enhance efficiency, reduce costs, and increase service uptime • Implement best practices and new technologies to optimize service operations, including field management software, remote monitoring tools, and IoT-enabled service solutions • Lead or contribute to cross-functional process improvement initiatives and foster a culture of continuous improvement within the field services team

🎯 Requirements

• Bachelor's degree in Engineering, Information Technology, Business Administration, or a related field • Minimum of 3 - 5 years of experience in field services engineering, technical support, or a related role, with at least 1-2 years in a leadership capacity managing teams of engineers or technicians • Experience in managing complex field service operations, including team performance, customer relationships, and service delivery • Proven track record in resolving high-impact customer service issues and driving improvements in field operations • Advanced technical expertise in the company’s product offerings, including troubleshooting and repair • Strong leadership and people management skills with experience in building and developing high-performance teams • Exceptional problem-solving, conflict resolution, and critical-thinking abilities • Ability to manage and prioritize multiple projects and tasks while maintaining service quality and meeting deadlines

🏖️ Benefits

• Eligible for benefits the first day of the month after you start • Tiered Medical, Dental and Vision Insurance options • Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts • Company paid short term and long-term disability (unless covered by a state disability plan) • Company paid life insurance and AD&D • Flexible Time Off Policy • Paid sick leave of 48 hours per calendar year • Eligible employees may receive four (4) weeks paid Care Giver leave after 1 year of service or in accordance with state leave laws • 401(k) plan that provides a 4% Safe Harbor company match on a 4% employee contribution that begins on Day 1 • Employee Wellness and Financial Assistance Resources through Cigna and NY Life • Nine (9) paid company holidays per year