Field Service Manager

Overview

In this role you lead the international field service organization in the Europe region, aligning service activities with contracts and warranties. You will drive growth, scale the service unit, and develop a high-performance team to meet evolving customer needs. You’ll implement best-in-class service models to deliver excellent support, optimize costs, and minimize downtime. You’ll collaborate with cross-functional teams and regional sales to achieve world-class customer satisfaction and enable future organizational growth. This is a strategic, impact-driven leadership role in a global medical device company.

Responsibilities

• Lead and develop Field Service Engineers in the region
• Create scalable processes to support the service business
• Attract, retain, and motivate a high-performance service team
• Deploy best-in-class service plans to meet commitments and minimize costs
• Collaborate with cross-functional groups and regional sales in Europe to achieve superior service levels
• Optimize inventory management and reduce excess stock
• Develop leadership within the department to support growth
• Ensure compliance with service contracts (Preventive Maintenance, Upgrades, etc.)
• Manage day-to-day operations: call management, escalations, resource dispatch, and prioritization
• Ensure timely resolution of field service issues and closure of Customer Care Accounts
• Ensure staff training and maintain adequate staffing to support customers

Key requirements

• Degree in Electronics or Biomedical Engineering
• Experience as a field service representative or manager in the medical industry
• Familiarity with OR protocols and anatomical terminology (plus)
• Strong multitasking and adaptability
• Excellent interpersonal and communication skills
• Proficiency in English
• Strong initiative and responsibility in decision making
• Basic computer knowledge and experience with standard software
• Working knowledge of CRM Information Systems
• Willingness to travel up to 50%

• Interpersonal skills
• Communication skills
• Initiative and decision-making
• CRM Information Systems
• Basic computer and software proficiency
• O.R. protocol familiarity (plus)

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