Regional Field Service Manager
Danaher Corporation
Summary
The Regional Field Service Manager for Leica Biosystems is responsible for leading an assigned team of Field Service Engineers to deliver an exceptional customer experience, strong service execution, equipment uptime and consistent business results across the region. The Regional Field Service Manager has formal leadership responsibility for a defined team of Field Service Engineers and is accountable for the day-to-day execution and performance of the region. The role partners closely with Service Coordination, Applications and Sales to support customer needs, retain base business, execute quality installations and support continued growth. This position reports to the Director, Field Service West and is part of the Field Service Team. This position is located in the United States and will be a remote, field-based role in the North Carolina and Washington D.C. area.
Job description
In this role, you will have the opportunity to:
- Drive customer satisfaction and service execution by ensuring timely, high-quality service calls, installations and escalation resolution, with a strong focus on first-time fix and equipment uptime.
- Lead, develop and retain a high-performing team of Field Service Engineers by setting clear expectations, driving accountability, coaching performance and strengthening technical capability.
- Partner closely with Sales, Applications and Service Coordination to resolve customer needs, retain base business, support successful installations and identify opportunities for continued growth.
- Own regional service performance through Daily Management, KPI review and corrective actions that improve customer experience, service quality, response time and productivity.
- Drive timely resolution of customer escalations, using customer and service data to understand root causes, prevent recurring issues and improve overall service performance.
- Build strong cross-functional partnerships across Technical Assistance, Service Operations and Logistics to ensure seamless customer support and effective field execution.
- Drive continuous improvement through the Danaher Business System, including Kaizen, problem solving and other DBS tools, to improve service quality and operational performance.
The essential requirements of the job include:
- Bachelor’s degree with 6+ years of experience in Field Service, Customer Support or a similar service organization
- 3+ years of people leadership experience, including experience leading customer-facing or field-based teams
- Demonstrated experience managing customer escalations, service delivery and cross-functional partnerships
Travel, Motor Vehicle Record & Physical/Environment Requirements:
- This position requires up to 75% flying and/or driving travel, which may potentially include overnight stays, travel on short notice and for extended periods. Travel will primarily be domestic but may occasionally be international
- Must have a valid driver’s license with an acceptable driving record.
- Ability to regularly lift, move, slide, raise and/or place up to 50 lbs.
- Ability to stand, walk (prolonged), and sit; squat and kneel, ascend and descend stairs; reach with hands and arms.
It would be a plus if you also possess previous experience in:
- Diagnostics and/or medical device industry
- Lean business systems, including Daily Management, Kaizen, and structured problem solving
- Working within a global, matrixed organization
Requirements
- Bachelor’s degree with 6+ years of experience in Field Service, Customer Support or a similar service organization
- 3+ years of people leadership experience, including experience leading customer-facing or field-based teams
- Demonstrated experience managing customer escalations, service delivery and cross-functional partnerships
- Must have a valid driver’s license with an acceptable driving record
- Ability to regularly lift, move, slide, raise and/or place up to 50 lbs
- Ability to stand, walk (prolonged), and sit; squat and kneel, ascend and descend stairs; reach with hands and arms
- This position requires up to 75% flying and/or driving travel
Benefits
- Paid time off
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
Company overview
Danaher Corporation is a leading global science and technology innovator headquartered in Washington, D.C., specializing in biotechnology, life sciences, and diagnostics. Founded in 1984 by brothers Steven and Mitchell Rales, the company has evolved from its origins as a manufacturing conglomerate into a premier healthcare technology organization with approximately 63,000 employees worldwide. Danaher operates through three core divisions: biotechnology (28% of revenues), which develops products for therapeutic development; life sciences (31% of revenues), focused on disease identification, new therapies, and drug testing/manufacturing; and diagnostics (41% of revenues), providing instruments, consumables, and software for disease diagnosis. The company's portfolio includes renowned brands such as Beckman Coulter, Cytiva, Pall Corporation, Cepheid, Leica Microsystems, and Abcam, serving pharmaceutical companies, biotechnology firms, healthcare providers, and research institutions globally. Danaher is distinguished by its Danaher Business System (DBS), a continuous improvement methodology that drives innovation and operational excellence. With 2024 revenues of $23.9 billion, the company ranks 180th on the Fortune 500 and plays a critical role in advancing scientific research, improving diagnostic capabilities, and accelerating the development of life-saving therapies.