MC/EDS/OES Field Service Manager
Core
Lead the Japan field service team for OES, MC, and EDS product groups, managing 11 engineers and external partners to ensure high-quality service delivery and revenue execution.
Role type
Senior Field Service Manager
Builds
Field service operations for analytical instruments and material characterization systems
Domain
Industrial instrumentation, metal processing, manufacturing, pharmaceutical, semiconductor
Deliverable
client delivery
Required skills
Team leadership and rebuilding, service revenue and KPI management, customer relationship management, resource allocation, stakeholder negotiation, operational execution across multiple product groups
Preferred skills
Experience with OES/MC/EDS products, distributor service operations, safety and compliance knowledge, business-level English communication
Technologies
Service management systems, CRM tools, Microsoft Office
Responsibilities
Lead and manage the nationwide MC/EDS/OES Field Service team; Drive service revenue, bookings, contract performance, utilization, response time, first-time-fix rate, and customer satisfaction; Ensure timely and effective customer response for high-priority customers; Build strong customer relationships and act as a key escalation point; Rebuild and strengthen the team structure and develop younger engineers; Coordinate service activities, resource allocation, and case prioritization; Manage communication and negotiation with distributors and external service partners; Collaborate with commercial teams and global stakeholders to improve customer experience; Promote continuous improvement, safety, quality, and compliance in field service operations
Seniority
Manager, hands-on leadership with team rebuilding focus