National Service Manager - EDAX Products.

Accountabilities

• Service Operations Leadership: Lead and coordinate nationwide field service activities to deliver high customer satisfaction, operational efficiency, and service profitability.

• Resource Planning and Allocation: Direct field service resources, manage scheduling and coverage, and prioritize assignments to optimize response times and utilization while adapting to changing business needs.

• Customer and Distributor Support: Act as the primary escalation contact for critical service matters, providing guidance and resolution for complex technical situations and customer concerns.

• Performance and Financial Management: Own service performance metrics, including budgets, financial results, cost management, operational targets, and overall service effectiveness.

• Service Quality and Risk Management: Identify, assess, document, and escalate potential business, product quality, and customer risks in a timely manner.

• Warranty and Repair Management: Oversee warranty and repair activities, focusing on shorter turnaround times, efficient processes, and an improved customer experience.

• Inventory and Spare Parts Management: Manage service inventory and spare parts availability while balancing customer requirements, stock optimization, and cost control.

• Documentation and Reporting: Ensure accurate and timely service documentation, expense reporting, and CRM data management.

• Process Improvement: Collaborate with administrative teams to improve service administration, reporting, CRM utilization, and operational workflows.

• Team Leadership and Development: Lead, coach, and mentor field service engineers, fostering accountability, collaboration, customer focus, and continuous improvement.

• Training and Career Development: Establish individual and team development plans and oversee technical and professional training, including cross-training and factory-based programs.

• Workforce Planning: Support recruitment, interviewing, onboarding, succession planning, and resource development to meet organizational needs.

• Performance Management: Monitor individual and team performance, provide constructive feedback, and encourage informed decision-making and ownership.

• Change Management: Support organizational transformation initiatives, lead change activities, and promote adaptability in a fast-paced environment.

• Stakeholder Communication: Maintain effective communication with customers, distributors, technical teams, administrative functions, and senior leadership.

• Safety and Professional Standards: Promote a culture of safety and demonstrate strong leadership, flexibility, and commitment to operational excellence.

Requirements:

• Education: Bachelor's degree in Engineering, Physics, Business Administration, or a related technical discipline is preferred.

• Leadership Experience: At least 5 years of leadership experience within field service, technical support, engineering, or customer service organizations.

• Service Management: Demonstrated success managing technical service operations and multidisciplinary teams.

• Team Leadership: Experience leading skilled technical professionals and administrative teams, including coaching, performance management, and professional development.

• Financial and Operational Management: Proven ability to manage budgets, financial performance, service metrics, and operational objectives.

• Technical Industry Experience: Experience supporting scientific instrumentation, analytical equipment, or other high-technology products is highly desirable.

• Change and Process Improvement: Strong understanding of change management, organizational development, and continuous improvement methodologies.

• Communication Skills: Excellent verbal and written communication and interpersonal skills, with the ability to engage effectively with stakeholders at all organizational levels.

• Analytical Capabilities: Strong problem-solving, analytical, and decision-making skills, particularly when addressing complex service challenges.

• Technical and Digital Proficiency: Proficiency with CRM systems, Microsoft Office applications, and the preparation and delivery of executive-level presentations.

• Adaptability: Ability to operate effectively in a dynamic, fast-paced environment while balancing competing priorities and maintaining a customer-focused approach.

• Collaboration: Ability to build productive relationships across customers, distributors, field service teams, administrative departments, and senior leadership.

Benefits:

• Full-time, remote work arrangement within the United States.

• Opportunity to lead and shape a nationwide technical field service organization.

• Exposure to advanced scientific instrumentation, analytical technologies, and high-technology customer environments.

• Broad leadership scope across service operations, customer experience, team development, and business performance.