Field Service Manager Job Location Hybrid

Reporting to the Head of Service and Operations, North America, this role will manage Regional Field Service Managers to ensure that Peak NA service team are delivering Service to our customers within SLA’s to ensure Customer Satisfaction is of the highest standard.

Peak Inc. is the rapidly expanding North American arm of Peak Scientific, with its main US office located in Billerica, Massachusetts, and plans for significant further growth over the next few years. You would be joining a North American team of around 80 employees.

This role will be based either in our Billerica office or remote in North America.

Duties will include:

Mentoring and developing the Regional Field Service Managers (RSM) to ensure that they are trained and equipped with the required level of skills to manage their respective field service teams
In conjunction with Head of Service & Operations NA, aligning field service capacity and efficiency to demand
Conducting regular RSM meetings to review open items and set a strategic agenda for the NA Service team
Working closely with the Warehouse Manager to ensure that FSE van stocks and Min/Max levels are managed effectively
Overseeing development and training schedules for Field Service Engineers
Supporting customer and OEM escalations with the Head of Service and Operations and RSMs
Working closely with the Technical Support and Scheduling team to ensure effective and efficient scheduling and completion of service calls, ensuring that FTF and SLA adherence KPIs are met
Ideally, you’ll have commercial understanding of the Gas Generator and Laboratory markets with the technical ability to learn about Peak Scientific’s core products. We’re looking for someone with exceptional communication and Management skills who can deliver a world-class service. If you’re resilient and calm under pressure with a high customer focus, we’d love to hear from you!

Our values are structured around our colleagues, our customers and our service, and while our approach and atmosphere within the business is fun, friendly and informal, our priority is always on delivering successful outcomes for our customers. These company values are what inform and protect our unique culture, which in turn shapes our brand and differentiates us in the eyes of our partners around the world. At the heart of Peak is a focus on ‘doing the right thing’, it’s an informal approach but one which is well-known and understood throughout our business.

Established over 20 years, Peak Scientific is a leading innovator in the design, manufacture and support of high-performance gas generators for analytical laboratories, with direct operations in every continent around the world. This success is a result of a continual focus on manufacturing cutting-edge products and in directly supporting customers across the world with industry-leading service and maintenance. With over 20 overseas offices across every continent and over 600 staff globally, Peak is one of Scotland’s manufacturing success stories of the past decade. This is a rare opportunity to be a part of that, as we move into the next phase of growth, consolidation and global expansion with plans to establish new manufacturing and distribution capacity, both in the UK and internationally.

Now is a great time to join us!  This role will be challenging and fast-paced but rewarding and engaging.  On offer in return is a fantastic work life and fun balance, a great work environment, plus the chance to make a real contribution to the future growth and success of a global business.  If you like the sound of our brand and culture, please click APPLY!

Peak Scientific is an equal opportunity employer and values diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification.