Manager, Field Service

Winning the race to bring new healthcare products safely to a waiting world drives Rapid Micro Biosystems (RMB) to combine today's innovative technologies as never before. Your career at RMB puts you at the center of diverse global teams that span robotics, AI, Machine Learning, imaging, microbiology, and more, re-shaping how urgently needed pharmaceuticals are made, tested, and released for decades to come. The sky's the limit.

Careers at RMB are fast-moving, with the high growth you'd expect from a world leader in microbiology automation. Advancement at RMB affords an opportunity to achieve your personal goals and develop your passions, in an inclusive environment where every employee has the resources and opportunities to hone their skills. You'll do more, learn more, and have the ability to make a profound impact on our business.

The Field Service Manager - EU & APAC is responsible for leading and developing a geographically dispersed team of Field Service Engineers (FSEs) to deliver world-class service, support, and customer satisfaction. This role will ensure operational excellence, adherence to regulatory standards, and the effective delivery of preventive maintenance, installations, troubleshooting, and repair services across the EU and APAC regions.

Leadership & Team Management Responsibilities

• Lead, coach, and develop a team of FSEs across multiple countries within EU and APAC.
• Set performance objectives, monitor KPIs, and drive a culture of accountability, quality, and continuous improvement.
• Ensure appropriate workforce planning and resource allocation to meet customer and business needs.

Customer Service & Operational Excellence Responsibilities

• Ensure timely and effective delivery of field service, including installations, preventive maintenance, upgrades, and emergency support.
• Drive "Right First Time" execution to maximize customer uptime and satisfaction.
• Partner with customers to understand their needs and develop strong, long-term relationships.

Process & Compliance Responsibilities

• Ensure all service activities adhere to internal policies, safety standards, and regional regulatory requirements (e.g., ISO, GMP, radiation safety, etc.).
• Implement standard work practices, service quality metrics, and escalation procedures to resolve complex issues.
• Manage service documentation, including service reports, work orders, and compliance records.

Business & Financial Management Responsibilities

• Manage regional service budgets, including labor, travel, and parts usage.
• Support revenue generation through service contracts, spare parts sales, and value-added service offerings.
• Analyze service data to identify trends, risks, and opportunities for operational improvements.

Cross-Functional Collaboration Responsibilities

• Partner with Sales, Quality, Product Support, and Operations to drive customer success and product reliability.
• Provide customer feedback to R&D and Product Management for continuous product improvement.
• Participate in global service initiatives, ensuring alignment with corporate goals and strategies.

Qualifications

• Bachelor's degree in Engineering, Life Sciences, or a related technical discipline; advanced degree preferred.
• 8+ years of field service experience with at least 3+ years in a leadership role, preferably within EU and/or APAC regions.
• Experience managing multi-country teams and navigating complex, cross-cultural environments.
• Strong understanding of laboratory automation, medical devices, or similar regulated technical products.
• Proven track record of driving customer satisfaction, operational efficiency, and team development.
• Working knowledge of ISO, GMP, radiation safety, and other regional regulatory requirements.
• Excellent organizational, communication, and problem-solving skills.
• Willingness to travel up to 50% internationally.

Core Competencies

• Leadership: Inspires and motivates teams to achieve business and customer objectives.
• Customer Focus: Builds trust and ensures customers receive superior service and support.
• Operational Excellence: Skilled at developing efficient service delivery models and standard work.
• Analytical Skills: Leverages data to drive decision-making and continuous improvement.
• Cultural Agility: Comfortable leading teams and working with customers across diverse regions.

Key Performance Indicators

• Customer satisfaction (NPS/CSAT)
• First-time fix rate
• Service revenue and contract attachment rates
• Team utilization and productivity
• Compliance audit scores

ABOUT RAPID MICRO BIOSYSTEMS:

Rapid Micro Biosystems creates, sells, validates, and services innovative products for fast, accurate, and efficient detection of microbial contamination in the manufacture of pharmaceuticals, biologics, biotechnology products, medical devices, and personal care products.

The company's Growth Direct-the first and only growth-based system to automate rapid compendial QC Micro testing-ensures data integrity, compliance, and operational efficiencies driven by rapid methods and automation.

Rapid Micro Biosystems is dedicated to providing groundbreaking technology and products to support companies in their journey to achieve greater reliability, efficiency, and better predictability, ultimately providing higher quality products for improved patient outcomes.

Rapid Micro Biosystems is headquartered in Lexington, Massachusetts. Our research & development, and manufacturing operations are located in Lowell, Massachusetts. Additionally, we maintain field offices in Freising, Germany; Switzerland, and Singapore.

Equal Opportunity:

Rapid Micro Biosystems is committed to the principle of equal employment opportunity. Applicants for employment and employees are reviewed on their individual qualifications for a position. Under no circumstances will Rapid Micro Biosystems discriminate against qualified persons on the basis of race, color, religious creed, retaliation, national origin, ancestry, sexual orientation, gender identity, disability, mental illness, genetics, choice of health insurance, marital status, age, veteran status, or any other basis prohibited under applicable law.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.