Rapid Micro Biosystems - Manager, Field Service

• Lead, coach, and develop a team of FSEs across multiple countries within EU and APAC. • Set performance objectives, monitor KPIs, and drive a culture of accountability, quality, and continuous improvement. • Ensure appropriate workforce planning and resource allocation to meet customer and business needs. • Ensure timely and effective delivery of field service, including installations, preventive maintenance, upgrades, and emergency support. • Drive “Right First Time” execution to maximize customer uptime and satisfaction. • Partner with customers to understand their needs and develop strong, long-term relationships. • Ensure all service activities adhere to internal policies, safety standards, and regional regulatory requirements (e.g., ISO, GMP, radiation safety, etc.). • Implement standard work practices, service quality metrics, and escalation procedures to resolve complex issues. • Manage service documentation, including service reports, work orders, and compliance records. • Manage regional service budgets, including labor, travel, and parts usage. • Support revenue generation through service contracts, spare parts sales, and value-added service offerings. • Analyze service data to identify trends, risks, and opportunities for operational improvements. • Partner with Sales, Quality, Product Support, and Operations to drive customer success and product reliability. • Provide customer feedback to R&D and Product Management for continuous product improvement. • Participate in global service initiatives, ensuring alignment with corporate goals and strategies. • Bachelor’s degree in Engineering, Life Sciences, or a related technical discipline; advanced degree preferred. • 8+ years of field service experience with at least 3+ years in a leadership role, preferably within EU and/or APAC regions. • Experience managing multi-country teams and navigating complex, cross-cultural environments. • Strong understanding of laboratory automation, medical devices, or similar regulated technical products. • Proven track record of driving customer satisfaction, operational efficiency, and team development. • Working knowledge of ISO, GMP, radiation safety, and other regional regulatory requirements. • Excellent organizational, communication, and problem-solving skills. • Willingness to travel up to 50% internationally. • Leadership: Inspires and motivates teams to achieve business and customer objectives. • Customer Focus: Builds trust and ensures customers receive superior service and support. • Operational Excellence: Skilled at developing efficient service delivery models and standard work. • Analytical Skills: Leverages data to drive decision-making and continuous improvement. • Cultural Agility: Comfortable leading teams and working with customers across diverse regions. • Customer satisfaction (NPS/CSAT) • First-time fix rate • Service revenue and contract attachment rates • Team utilization and productivity • Compliance audit scores