Note: The job is a remote job and is open to candidates in USA. 908 Devices is revolutionizing chemical analysis through handheld devices that combine analytical technologies, software automation, and machine learning for health, safety, and defense applications. The Sr. Manager of Field Service Engineering will lead the Field Service Engineer team, manage the international service center network, oversee on-site field operations, and serve as the senior technical escalation point for service issues.
Responsibilities
- Manage and develop Field Service Engineers; recruit and onboard FSE talent as the team and customer base expands
- Working with Channel partner management on the full lifecycle of the international service center (ISC) network — partner selection, onboarding, auditing, training, parts processing, and performance management
- Lead on-site customer visits to inspect, audit, and service deployed hardware fleets; build scalable processes for large-scale field assessments
- Provide personal on-call support to the 24/7 service line and manage team scheduling to ensure consistent FSE coverage
- Serve as senior technical resource for RMA and DOA escalations; drive cross-functional resolution with Operations, Engineering, and Quality
- Contribute field service insights to product quality reviews, NPI, and serviceability improvements; support Sales and Customer Success on service-related inquiries
Skills
- Bachelor's degree in Engineering or Applied Science (or equivalent experience)
- 5+ years in field service engineering or hands-on technical support; 2+ years of people management experience
- Experience managing a service center, distributor service, or depot repair network; familiarity with RMA/DOA and warranty processes
- Demonstrated ability to troubleshoot complex electro-mechanical or analytical instrument hardware
- Excellent communication skills; strong organizational and project management abilities
- Willingness to travel 40%, including internationally
- Experience in CBRN detection, analytical instrumentation, or public safety hardware preferred
Benefits
- Eligible to receive an annual incentive bonus
- Eligible to receive long-term incentives
Company Overview