Job Overview

We are seeking an experienced Field Support Manager for our client, a global Medical Devices (Diagnostics) company. In this position you will be managing and supporting a team of Field Service Engineers across Canada who will be troubleshooting, installing and handling preventative maintenance for clients (hospitals & laboratories). Salary based on experience: 80K - 100K, full benefits, car or car allowance, company Credit Card for expenses, overtime paid after 40 hours, RRSP's and company match up to 6% of input. Ideally must be based in Ontario or Quebec, not too far from airport. Must be able to travel to US HQ in New Jersey and have valid drivers license & passport.

Responsibilities

• Team Leadership & Mentorship: Provide close guidance, coaching, and development to direct reports through both in-person and remote interactions to enhance performance and professional growth.
• Customer Satisfaction & Service Excellence: Ensure a customer-centric approach by monitoring the timely and appropriate closure of curative service calls and maintaining high levels of communication with both customers and internal teams.
• Manages day-to-day activities of the FSE group to include: prioritizing, scheduling, special projects, etc. Drive departmental KPIs and Goals to include PM, TB and Installation completion.
• Continuous Improvement & Efficiency: Identify opportunities for process enhancements and implement solutions to drive operational efficiency and service excellence.
• Training & Development: Support ongoing training initiatives to ensure Field Service Engineers remain proficient in troubleshooting, new technologies, and company protocols.
• Escalation Management: Oversee and manage the escalation process for advanced troubleshooting, ensuring swift and effective resolutions while maintaining clear communication with both the customer and internal teams.
• Cross-Functional Collaboration: Work closely with Quality, Hotline, Sales, Technical Support, and Marketing departments to ensure service excellence, knowledge sharing, and continuous improvement in customer support strategies.
• Data Analysis & Actionable Insights: Regularly review service data to identify trends, root causes, and opportunities for improvement, implementing strategic actions to enhance efficiency and performance.
• Completes, maintains, monitors, and processes all Regional required paperwork and records to comply with SOPs, including CAPA, IMS, QE, ISO, and other quality and compliance procedures within required deadlines. Ensure direct reports maintain100% compliance to all SOPs and policies.
• Financial performance: Owns revenue and expense performance and budget control for assigned Region
• On site support including VIP presentations, Business Reviews, Trade Shows, Escalations and FSE field visits
• Ensure staff is trained and focused to drive customer satisfaction. Plan strategies to drive customer satisfaction at a Regional level.
• Maintain positive morale within Regional team.
• Other projects and tasks as assigned by Senior Management

Qualifications

• Bachelor’s degree in a related field required.
• 5+ years direct customer interface with 3 years management experience required
• Current driver’s license and passport required.
• Fluency in French is preferred.
• Up to 80% overnight travel may be required. Travel may occur with short notice. Ability to travel by common air carrier or rental car as needed. International travel is required including periodic travel to the Corporate Office in NJ (US)

Benefits

• Company car
• Dental care
• Disability insurance
• Extended health care
• Mileage reimbursement
• On-site parking
• Paid time off
• RRSP match
• Vision care

Education

• Bachelor's Degree (preferred)

Experience

• Field Service Engineer in Medical Devices/ Diagnostics: 5 years (required)