Field Service Engineer Manager

Gator Bio is a pre-IPO biotech company located in Palo Alto, CA. We are creating innovative technologies to solve difficult problems facing today’s healthcare industries. We develop, manufacture and market instruments, biosensors, reagents, and consumables for in-vitro diagnostics and biotherapeutic development. Our mission is to simplify and accelerate biological analysis for biotherapeutic research and development. 

Gator Bio’s current product portfolio includes biolayer interferometry (BLI) systems using optic fiber biosensors. The FSE Manager will lead a team of Field Service Engineers and a Depot Engineer to ensure optimal performance and support for Gator Bio’s instrumentation solutions. This role requires a blend of technical expertise, leadership, and customer service to maintain high levels of client satisfaction and instrument uptime. The FSE Manager will manage service operations, set and track performance standards, and ensure training and development for their team. 

Responsibilities

• Strategic Planning & Execution: 
• Develop and implement a strategic plan for field service operations that aligns with GatorBio's overall business objectives, focusing on maximizing client satisfaction and operational efficiency. 
• Analyze industry trends and customer feedback to identify service improvements and drive initiatives that enhance client experience and team productivity. 
• Collaborate with the leadership team to align service goals with company-wide initiatives, contributing to the growth and scalability of service operations. 

Team Leadership & Development: 

• Lead, coach, and develop a team of two Field Service Engineers and one Depot Engineer. 
• Set clear performance expectations, provide ongoing feedback, and conduct performance reviews. 
• Facilitate training sessions for team members to stay current on product updates and customer service skills. 

Service Operations Management: 

• Oversee the daily operations of field service activities, ensuring rapid and effective responses to customer needs. 
• Maintain efficient scheduling of service calls and manage resource allocation to maximize productivity. 
• Ensure inventory levels for service parts are maintained and manage the repair process for depot-serviced instruments. 

Customer Relationship Management: 

• Serve as the point of escalation for complex service issues and collaborate with internal teams to resolve them. 
• Proactively build relationships with clients, providing technical support and communicating service status. 
• Ensure customer feedback is documented, analyzed, and used to drive improvements in service delivery. 

Continuous Improvement: 

• Develop and implement service protocols, focusing on optimizing equipment uptime and customer satisfaction. 
• Monitor and report on key performance metrics, identifying areas for improvement. 
• Stay updated on industry best practices and contribute to the enhancement of service standards. 
• All job duties as assigned.

Requirements

• Bachelor’s degree in Engineering, Life Sciences, or a related field; advanced technical degree preferred. 
• 5+ years of experience in field service engineering within the biotech or medical device industry, including 2+ years in a supervisory role. 
• Strong technical skills with a proven understanding of instrumentation and diagnostics equipment. 
• Excellent communication and interpersonal skills, with a customer-focused approach. 
• Prior experience in wet-lab (e.g. pipetting and solution preparation) is strongly desired. 
• Ability to travel as required to support field engineers and clients. 
• Familiarity with biomolecular interaction analysis or similar technologies. 
• Proven track record of developing high-performing teams in a field service capacity. 
• Knowledge of industry regulatory standards and compliance requirements. 
• Travel 50-75%.