Protecting the Vulnerable®
Associate Manager, Field Service
Location
United States
Posted
2 days ago
Salary
$88.5K - $110.5K / year
Seniority
Mid Level
Job Description
Associate Manager, Field Service
Mesa Laboratories, Inc.
• 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
Job 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
Related Guides
Related Categories
Related Job Pages
More Manager Jobs
Associate Engagement Manager
BazaarvoiceBuilding smarter shopper experiences across the entire customer journey.
• Proactively engage with Sales, Client Success, Support, and Product Teams. • Master our templated and custom Statements of Work (SOW), that detail services activities, resourcing requirements, deliverables, timing and budgeted hours. • Facilitate client workshops and sessions, presenting, and walking through Bazaarvoice’s value-proposition. • Manage and properly set expectations with both internal and client stakeholders. • Advocate on behalf of the Client and your team. • Effectively manage and drive a portfolio of projects from initiation to close. • Define and maintain project plans, proactively identifying risks and churn mitigation strategies
State Manager
Ste. Michelle Wine EstatesThe leading Pacific Northwest wine company showcasing the best of Washington's world-class wine regions.
• Effectively represent Ste. Michelle Wine Estates to distributors, importers and consumers and direct the execution of the company’s strategic business plans through assigned wholesalers. • Manage all executive levels of wholesalers including, but not limited to: General Manager, Channel Vice Presidents, Wine Managers, Brand Managers, Chain headquarter managers, purchasing agents, controller and finance managers and operations managers. • Ability to negotiate effectively and hold wholesalers accountable to monthly commitments as well as manage distributor inventory to contractual levels. • Evaluate distributor suggested price structure and brand equity investments as needed to insure the company is receiving target share of channel profits. • Participate in the preparation of the annual business plan for all sales, marketing, budgetary, production and communication needs necessary to meet case volume and profit contribution for the upcoming calendar year including review of shipments, depletions, and budgeting across brands.
• Oversee and manage the development and performance of all sales activities in the division. • Staff and direct a sales team and provide leadership towards the achievement of maximum profitability and growth. • Establish plans and strategies to expand the customer base in the marketing area. • Contribute to the development of training and educational programs for clients and Account Representatives.
• Maintain spotless driver qualification files, hours-of-service audits, and inspection records. • Develop, refine, and enforce safety policies and procedures across assigned districts. • Lead thorough accident and incident investigations, from root-cause analysis to corrective-action execution, liaising with insurers and regulators. • Design and deliver training programs for CDL Class B drivers, covering HAZMAT and Tanker endorsement requirements, VR simulations, fatigue management, and quarterly refreshers. • Optimize telematics and ELD platforms (e.g., Samsara) by building enterprise dashboards, driving predictive analytics, and rolling out organization-wide coaching. • Collaborate with Fleet on new truck builds, specifying advanced safety features (Level 1/2 ADAS, collision avoidance) and validating OEM/vendor compliance. • Ensure full compliance with FMCSA, DOT, EPA, and state regulations, lead audit readiness and regulatory inspections. • Track and report safety KPIs—TRIR, MCSR, accident frequency/severity, near-miss ratios—providing actionable insights to executives. • Facilitate proactive hazard-identification workshops and align operations teams on real-time performance metrics. • Design and manage incentive programs that reward safe driving behaviors and reduce turnover. • Coordinate with Linde Risk Management, Legal, and Global SHEQ on major-incident planning, citations, and public-relations protocols. • Pilot next-generation safety technologies (in-cab AI coaching, lane-departure mitigation, ELD enhancements) to proactively reduce incidents. • Advise on emerging trends—electric-vehicle safety, autonomous readiness, sustainability metrics—and integrate them into the long-term roadmap.
