Field Service Manager- East Coast

At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.

All we accomplish is grounded in our core values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value and Integrity

Job Description

At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships. 

Azenta Life Sciences is a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide. We are a market leader in automated bio sample management solutions and genomic services across areas such as drug development, clinical and advanced cell therapies for the industry's top pharmaceutical, biotech, academic and healthcare institutions globally.   We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing millions of samples globally.

How You’ll Add Value…

As Field Service Manager, reporting to the Director, Global Field Service, you will manage the coordination of technical and administrative support activities including installation, repair, preventive maintenance, and engineering change upgrades to be performed at client sites. You always ensure this through adequate reporting management and system maintenance, excellent communication with external customers and internal specialists as well as a keen sense for efficient processes and a fascination for technology.

What You’ll Do…

• Key ownership and management of customer escalations

• Enforce and promote a positive safety culture; Manage and drive safety compliance

• Coordinate the planning, development, and implementation of repair, upgrades, and preventive maintenance procedures to maintain system operations

• Provides input for team and FSE development plans.

• Build and maintain regular communication with cross functional teams to ensure customer service effectiveness

• Assists in interviewing and hiring new Field Service Technicians and supports onboarding/offboarding process as needed

• Maintain industry standard utilization percentage as measured in our existing Service System utilizing Salesforce for scheduling team  

• Support activities resulting in accurate and effective PM planning - Ensures company policies and procedures are followed by team members

• Understand the key financial drivers and subsequent impact on the business

• Demonstrates outstanding customer service through maintenance of high quality and integrity in the work environment

• Review/Approve the team’s operating expenses and identifies spending trends and methods to optimize the budget/expense

What you will Bring…

• Self-motivated individual that demonstrates a high level of autonomy and Ability to resolve complex problems and strong decisioning making skills

• Capable of creating an environment of support and accountability

• Experience is Salesforce.com is preferred

• Must be proficient with MS office products and possess the ability to learn related sales or service software tool.

• Track record for delivering results in operations, developing others, retaining high performers, creating a positive, trusting work environment, and safety

• Ability to interact and communicate effectively with technicians, support staff, and valued customers  

• The ability to work in a fast-paced environment and operate remotely from the main office with limited supervision.

• Previous leadership experience especially within a field service team and/or remote employees

• Excellent communicator that works well with others and treats employees fairly with strong customer service orientation

• Knowledge of mechanical, electrical, electronic, pneumatic and hydraulic systems

Working Conditions/ Schedule

• Remote role based on the east coast

• 50% travel expectation

EOE M/F/Disabled/VET

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email at [email protected] for assistance. 

Azenta is an Equal Opportunity Employer. This company considers candidates regardless of race, color, age, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status.

The posted pay range for this position is an estimate based on current market data and internal pay structure. Final compensation may vary above or below this range depending on factors such as experience, education (including licensure and certifications),  qualifications, performance, and geographic location, among other relevant business or organizational needs.