Field Service Manager Automation
EMEA & APAC
Providing groundbreaking technology and products to support biomanufacturing companies
The client
Rapid Micro Biosystems
Rapid Micro Biosystems creates, sells, validates, and services innovative products for fast, accurate, and efficient detection of microbial contamination in the manufacture of pharmaceuticals, biologics, biotechnology products, medical devices, and personal care products. The company’s Growth Direct™—the first and only growth-based system to automate rapid compendial QC Micro testing—ensures data integrity, compliance, and operational efficiencies driven by rapid methods and automatiRapid Micro Biosystems is headquartered in Lexington, Massachusetts.
Q1 / Q2
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About this role
The Field Service Manager – EU & APAC is responsible for leading and developing a geographically dispersed team of Field Service Engineers (FSEs) to deliver world-class service, mentoring, support, and customer satisfaction. This role will ensure operational excellence, adherence to regulatory standards, and the effective delivery of preventive maintenance, installations, troubleshooting, and repair services across the EU and APAC regions.
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Discover a role where your skills drive innovation and make an impact
what you can expect...
- 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.
Who are we looking for...
- 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.
