greenhouse
Sr. Manager, Field Service Engineering
908 Devices
Remote, USA
Full-time
Senior · 5+ years experience
Remote
USD 140000-160000 yearly / year
Discovered 1 weeks ago
Free
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The Sr. Manager of Field Service Engineering leads and grows the FSE team, owns the international service center program, drives on-site field operations, and serves as the senior technical escalation point for RMA/DOA resolution and the 24/7 service line. Reporting to the Director of Global Customer Experience, this role ensures 908 Devices' deployed instruments perform at the highest level for every customer.
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Position Summary
The Sr. Manager of Field Service Engineering leads and grows the FSE team, owns the international service center program, drives on-site field operations, and serves as the senior technical escalation point for RMA/DOA resolution and the 24/7 service line. Reporting to the Director of Global Customer Experience, this role ensures 908 Devices' deployed instruments perform at the highest level for every customer.
Key Responsibilities
- Manage and develop Field Service Engineers; recruit and onboard FSE talent as the team and customer base expands.
- Working with Channel partner management on the full lifecycle of the international service center (ISC) network — partner selection, onboarding, auditing, training, parts processing, and performance management.
- Lead on-site customer visits to inspect, audit, and service deployed hardware fleets; build scalable processes for large-scale field assessments.
- Provide personal on-call support to the 24/7 service line and manage team scheduling to ensure consistent FSE coverage.
- Serve as senior technical resource for RMA and DOA escalations; drive cross-functional resolution with Operations, Engineering, and Quality.
- Contribute field service insights to product quality reviews, NPI, and serviceability improvements; support Sales and Customer Success on service-related inquiries.
Skills and Experience
- Bachelor's degree in Engineering or Applied Science (or equivalent experience).
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