Job Mission: Build a Field Service program that fosters customer loyalty through rapid issue resolution and enables seamless self-service and improved product reliability. This role will support our goals to differentiate on speed to resolution and doubling efficiency over the next 2-3 years. Field Service will play a critical role in supporting our top tier customers - from providing on-site preventative maintenance and break/fix support to training and consulting on new applications. This role will be tasked with building a scalable, high quality and efficient program to delight our customers. 

Job Responsibilities: 

• Lead a team of 6+ Field Service Technicians, ensuring strong engagement and professional development 
• Meet Service Level Agreements for response time for all break/fix
• Ensure all PMs are executed within 90 days of the 1 year anniversary
• Closely monitor team and individual performance
• Drive continuous improvement, remove barriers, set clear expectations and ensure team is held accountable to meeting all expectations; performance manage underperformers
• Perform weekly case Quality Assurance audits
• Ensure team consistently high customer satisfaction
• Create a system for the team to reliably achieve the goal of 3 field visits per week
• Join Field Service Technicians during on site visits to assess performance, provide feedback and mentorship (Travel expectations of 1 trip per month)
• Onboard new Field Service Techs and provide support for Agent onboarding
• Act as an escalation point for Field Service and the greater AMER Services team

Prior Experience:

Must Have

• 2+ Years of Field Service experience
• 2+ Years of direct team leadership experience

Nice to Have

• Experience in additive manufacturing, especially SLA and SLS technology