Associate Manager, Field Service

Are you looking for an opportunity to make a difference? At Mesa Labs we're passionate about protecting the vulnerable by enabling scientific breakthroughs, ensuring product integrity, increasing patient and worker safety, and improving quality of life around the world.

At Mesa Labs we offer competitive wages, including potential bonus opportunities, equity awards, commission, and a comprehensive benefits package based on the position.

Base Compensation Range: $88,500 - $110,500
*In addition, you qualify for:

• Annual bonus opportunity of 12% based on company performance
• Annual equity award of $10,000

Outstanding Benefits and Perks
We are proud to offer a variety of benefits that meet the diverse needs of our employees:

• 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

This position supports Mesa's Calibration Solutions business. Our Calibration Solutions portfolio uses the principles of advanced metrology to enable customers to measure and calibrate critical parameters in applications such as Environmental and Process Monitoring, Dialysis, Gas Flow, Air Quality, and Torque Testing.

Job Summary

The Senior Supervisor, Field Services Engineering is responsible for overseeing a team of field service engineers and managing the operational efficiency, technical service quality, and customer satisfaction for a large-scale service organization. Ensures that service delivery is optimized, innovative solutions are implemented, and that all field engineering operations comply with safety standards, quality metrics, and budgetary constraints. Works cross-functionally with other departments, including sales, technical support, and product management, to ensure seamless service execution and continuous process improvements.

Duties/Responsibilities

Leadership & Team Management:

* 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.

Strategic Operations Management:

* 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.

Customer Engagement & Satisfaction:

* 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.

Quality & Compliance Assurance:

* 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.

* Ensure that engineers and technicians are fully trained on safety protocols, industry regulations, and best practices for fieldwork.

Technical Expertise & Problem Solving:

* 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.

* Lead complex troubleshooting efforts and provide technical leadership for particularly challenging customer or internal problems.

Financial and Budget Management:

* 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.

Performance Reporting & Metrics Management:

* 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.

Process Improvement & Innovation:

* 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.

Education/Experience

* 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.

Knowledge & Skillsets Required

* 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.

Physical Demands

* Sitting: Often for extended periods at desks or meetings.

* Standing or walking: Occasionally for meetings or office tasks.

* Using computers: Typing and using office equipment.

* Lifting: Light, less than 10 pounds.

* Repetitive motions: Frequent use of keyboard and mouse.

Environmental Conditions

* Workspace: Climate control (air conditioning or heating) to ensure comfort.

* Lighting: Adjustable lighting to reduce eye strain.

* Noise Levels: The noise level is moderate, with occasional interruptions from phone calls and conversations. Use non-canceling headphones if necessary.

* Ergonomics: Workstations with desk and adjustable chairs to support good postures.

* Ventilation: Good ventilation to ensure a comfortable working environment, though this can vary depending on the building.

Mesa Labs is an Equal Employment Opportunity Employer.

Mesa Labs prohibits unlawful discrimination and harassment against applicants or employees based on age, race, sex, color, religion, creed, national origin or ancestry, disability, military status, sexual orientation, or any other status protected by applicable state or local law. Please note that Mesa Labs conducts criminal background checks upon offer acceptance.