Field Serivce Manager

Field Service Manager

Remote Role: Preferred locations include the Chicago, Columbus, Pittsburgh, Milwaukee, Madison, and surrounding metropolitan areas.

Caron Scientific is seeking an experienced and customer-focused Field Service Manager to lead and support our North American Field Service organization.

This role is responsible for developing and coaching a team of Field Service Technicians while driving exceptional customer experiences, service operational performance, and service business growth. The successful candidate will serve as a key liaison between customers, field service, sales, technical support, and operations to ensure service excellence throughout the customer lifecycle.

Key Responsibilities

• Lead, coach, mentor, and develop a team of Field Service Technicians through ongoing support, performance management, and annual reviews.
• Conduct regular field visits with technicians to provide coaching, technical guidance, customer support, and leadership visibility.
• Build and maintain strong relationships with key customer accounts through site visits, business reviews, and ongoing engagement.
• Partner closely with Commercial and Sales teams to identify opportunities for service growth, equipment upgrades, and expanded service offerings.
• Support service scheduling and resource planning to ensure effective coverage and timely response to customer needs.
• Serve as an escalation point for complex customer and technical issues, making sound decisions while collaborating with the Global Service Director as needed.
• Drive continuous improvement in technician utilization, service profitability, charge-out rates, turnaround times, and overall customer satisfaction.
• Collaborate with Operations, Engineering, Technical Support, and Commercial teams to achieve departmental and company objectives.
• Develop and maintain productive relationships with third-party service providers and strategic partners.
• Monitor service performance metrics and support the achievement of service revenue and operational goals.

Qualifications

• Previous leadership experience within Field Service, Technical Service, Service Operations, or Customer Support environments.
• Minimum 6 years of experience in field service, technical service, customer support, or service operations, including at least 3 years in a leadership or supervisory capacity.
• Strong customer relationship management and communication skills.
• Proven ability to coach, develop, and lead technical teams.
• Experience supporting industrial equipment, laboratory equipment, life science equipment, manufacturing equipment, or other complex technical products.
• Strong organizational, problem-solving, and decision-making skills.
• Commercial awareness with the ability to identify and support service revenue opportunities.
• Ability to travel and work effectively in a customer-facing environment.

Travel

Travel throughout North America is expected and will typically average 25–30%.

About Caron Scientific

Caron Scientific designs and manufactures innovative environmental testing equipment used by leading organizations around the world. Our commitment to quality, innovation, and customer success has made us a trusted partner in life sciences, pharmaceutical, academic, and industrial research environments.

If you are passionate about leading technical teams, building customer relationships, and driving service excellence, we encourage you to apply.

Equal Employment Opportunity

Caron Scientific is proud to be an Equal Opportunity Employer. We value diversity and are committed to fostering an inclusive workplace where all employees can thrive. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other status protected by applicable law.