Field Service Operations Manager Jobs in Massachusetts

As one of the world's leading analytical instrumentation companies, Bruker covers a broad spectrum of advanced solutions in all fields of research and development. All our systems and instruments are designed to improve safety of products, accelerate time-to-market and support industries in successfully enhancing quality of life. We've been driving innovation in analytical instrumentation for 60 years now. Today, worldwide more than 11,000 employees are working on this permanent challenge, at over 90 locations on all continents. 

Bruker Daltonics is seeking a highly motivated Regional Service Manager to lead field service operations across the Northeast Region of the United States. This role is responsible for the overall leadership, direction, and performance of a team of Team Leads and Field Service Engineers within the assigned territory, ensuring the consistent delivery of high-quality service and exceptional customer outcomes.

The Regional Service Manager will play a critical role in driving operational excellence, optimizing resource utilization, and supporting regional business growth through strong cross-functional collaboration and strategic execution. The ideal candidate will bring a proven track record of leadership, strong business acumen, and the ability to think critically and make data-driven decisions in a dynamic, customer-focused environment.

• Lead and develop a high-performing regional team of Team Leads and Field Service Engineers, including full ownership of recruitment, onboarding, coaching, performance management, and expense oversight to ensure operational excellence and employee engagement.
• Drive regional service execution by strategically planning, prioritizing, and assigning field activities aligned with customer demand, service commitments, and business objectives.
• Design regional coverage strategy to maximize resource output and utilization across the CALID product portfolio.
• Oversee service operations and scheduling in partnership with the PM Planner/Coordinator and National Operations Manager, ensuring effective coordination of preventative maintenance and repair activities.
• Own and lead escalation management, partnering with Technical Support and the Customer Assistance Team (CAT) to resolve complex issues quickly, minimize downtime, and protect customer relationships.
• Champion a customer-first service culture, promoting proactive service delivery, continuous improvement, and strong customer engagement to enhance satisfaction, retention, and overall success.
• Collaborate cross-functionally with Regional Sales leadership to identify growth opportunities, support commercial initiatives, and align service delivery with broader business strategies, including close partnership with Pharma/BioPharma teams to prioritize critical service needs.
• Partner with Aftermarket Sales to drive revenue growth, expanding service contract penetration, identifying upsell opportunities, and supporting long-term customer lifecycle management within the region.
• Ensure operational rigor within Salesforce case management, including timely review, approval, and closure of service cases, accurate documentation, and coordination of invoicing and installation acceptance reporting.
• Monitor, analyze, and influence key performance indicators (KPIs), leveraging data-driven insights to improve service efficiency, customer outcomes, and team performance.
• Optimize resource allocation and capacity planning based on performance metrics, regional demand, and growth projections, ensuring scalability and alignment with evolving business needs.

• Bachelor's degree in Life Sciences, Engineering, or Business
• Several years of field service experience for high-performance analytical instrumentation in academic and industrial labs based on MS technologies.
• Minimum 7 years of service management experience with an understanding of service processes and procedures.
• Advanced technical expertise on Bruker systems or similar products.
• Excellent communications skills needed to work with a wide variety of knowledge levels with customers of differing backgrounds and markets. 
• Excellent organizational skills with the ability to manage multiple priorities.
• Professional communication skills with the ability to communicate with all levels of an organization.
• Strong customer service skills and ability to interact with leaders at various levels and within various industries.
• Ability to understand and navigate business needs within designated territory.
• Must thrive in a team environment with a strong code of personal ethics, leadership, and problem-solving skills.
• Ability and willingness to travel as required.
• Proficiency in Salesforce CRM, including its reporting function.
• Proficiency in Microsoft Office and SFDC.

At Bruker, the base salary is part of our total compensation. The estimated base salary range for this full-time position is between $108,000.00 and $173,000.00 and provides an opportunity to progress as you grow and develop within a role. The base salary for the role will depend on several job-related factors, including, but not limited to, education, training, experience, the geographic location of the successful candidate, skills, competencies, job-related knowledge, and travel requirements for this position. Full-time employees may also be eligible for a performance-related incentive in addition to a full range of benefits, including 401(k) with company match, an employee stock purchase plan, medical and dental plans, life insurance, short-term and long-term disability insurance, employee assistance program and paid time off including vacation, sick time and holidays, and more.

Bruker is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.

Certain positions at Bruker require compliance with export control laws and as a result, all interviewed candidates for all positions will be screened pre-interview to determine their eligibility in light of export control restrictions.  

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