Are you looking for an opportunity to make a difference? At Mesa Labs we’re passionate about protecting the vulnerable by enabling scientific breakthroughs, ensuring product integrity, increasing patient and worker safety, and improving quality of life around the world.

At Mesa Labs we offer competitive wages, including potential bonus opportunities, equity awards, commission, and a comprehensive benefits package based on the position.

Base Compensation Range: $72,000-$95,000 *In addition, you qualify for:

• Annual bonus opportunity based on company performance
• Annual equity award

Outstanding Benefits and Perks:

We are proud to offer a variety of benefits that meet the diverse needs of our employees:

• Eligible for benefits the first day of the month after you start
• Tiered Medical, Dental and Vision Insurance options, Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts
• Company paid short term and long-term disability (unless covered by a state disability plan)
• Company paid life insurance and AD&D
• Flexible Time Off Policy
• Paid sick leave of 48 hours per calendar year
• Eligible employees may receive four (4) weeks paid Care Giver leave after 1 year of service or in accordance with state leave laws
• 401(k) plan that provides a 4% Safe Harbor company match on a 4% employee contribution that begins on Day 1
• Employee Wellness and Financial Assistance Resources through Cigna and NY Life
• Nine (9) paid company holidays per year

Our Calibrations Solutions portfolio uses the principles of advanced metrology to enable customers to measure and calibrate critical parameters in applications such as Environmental and Process Monitoring, Dialysis, Gas Flow, Air Quality, and Torque Testing.

Job Summary:

The Field Service Supervisor is a pivotal leadership role responsible for the guidance and development of our team of Field Service Technicians throughout the United States and Canada. This position entails overseeing the comprehensive installation, maintenance, and repair of our advanced Continuous Monitoring products at customer sites by Mesa Labs Field Service Technicians.

Duties/Responsibilities:

Team Leadership:

• Provide strong leadership and direction to a diverse team of Field Service Technicians across the United States and Canada, driving team efficiency and effectiveness.
• Conduct regular performance evaluations, providing constructive feedback and setting goals for professional development for all direct reports.

Service Oversight:

• Oversee the complete lifecycle of installation, maintenance, and repair for Continuous Monitoring products at customer locations, ensuring compliance with industry standards and safety regulations.
• Act as a subject matter expert for all product platforms, guaranteeing that the team maintains the highest standards of service delivery and customer satisfaction.
• The Field Service Supervisor will be required to be on-call for 1 week out of every month. On-call is consistent with answering customer support phone calls as they come in 24/7 throughout the week that he/she is on call. On-call does not require the Field Service Supervisor to travel to customer sites outside of business hours or over the weekend.

Collaboration and Coordination:

• Foster close collaboration with Project Managers and Field Application Specialists to align on project goals, timelines, and customer requirements, while offering guidance and support.
• Ensure effective communication between Field Service Technicians and internal teams, facilitating the smooth execution of simple and/or complex projects.

Project Management:

• In conjunction with the Project Manager(s) and Field Application Specialist(s), strategically plan, coordinate, and manage multiple projects simultaneously, including system installations, system qualifications, calibrations, preventive maintenance, and reactive technical service work.
• Develop detailed project schedules and work plans, ensuring all tasks are completed on time and within budget.

Training and Skill Development:

• Design and deliver comprehensive training programs that encompass both technical skills related to Continuous Monitoring products and essential soft skills such as communication, conflict resolution, and customer service.
• Assess the training needs of individual team members and the team, adapting training content to address skill gaps, emerging technologies, and changing industry standards, ensuring that all technicians are equipped to perform at their best.
• Facilitate ongoing training sessions, workshops, and hands-on demonstrations to ensure team members stay updated with the latest product functionalities, installation techniques, and service protocols.
• Encourage team members to pursue additional certifications and training opportunities, supporting their professional growth and enhancing overall team capabilities.
• Develop resources, such as user manuals and training videos, to provide ongoing support and reference materials for the Field Service Team, fostering a culture of self-directed learning and continuous improvement.

Information Management:

• Collect and accurately communicate all necessary job information to team members, preparing them for on-site duties.
• Secure mandatory pre-approval and complete necessary documentation prior to any job site visits to ensure compliance with company policies and client expectations.
• Verify that all required parts, certifications, and equipment are organized and delivered to the job site in a timely manner.

Customer and Sales Interaction:

• Maintain proactive and open lines of communication with customers and sales representatives to address inquiries, upsell, and ensure that service requirements are understood and fulfilled.
• Finalize all job completion documentation to reflect the services rendered and customer feedback, ensuring records are accurate and accessible for future reference.

Continuous Improvement:

• Share best practices, lessons learned, and industry knowledge within the team to promote a culture of continuous improvement and professional growth.
• Lead and facilitate training sessions, workshops, and knowledge-sharing initiatives that enhance team capabilities and service delivery.

Problem-Solving and Innovation:

• Proactively identify unique, chronic, or complex service issues, and develop innovative solutions to enhance overall service performance and customer satisfaction.
• Conduct detailed research and analysis to address challenging customer inquiries regarding product features, functionalities, and potential upgrades; recommend suitable enhancements based on customer needs.

Performance Tracking and Reporting:

• Continuously monitor team performance metrics and service delivery outcomes, preparing regular reports for senior management regarding trends, challenges, and successes.
• Drive efforts to meet or exceed KPIs related to service response times, customer satisfaction scores, and job completion rates, technician utilization, and budget efficiency.

Experience/Education:

• A high school diploma or GED is required.
• Typically requires a Bachelor’s degree and a minimum of 3 - 5 years of industry experience with 1 - 2 years of team leadership or project management experience.
• Equivalent combinations of different education and experience levels will be considered.

Knowledge and Skills Required:

• Ability to read and comprehend documents such as project and system specifications, work orders, and documentation relevant to project implementation. Ability to write reports and communicate effectively with customers and company employees
• Ability to add, subtract, multiply, and divide whole numbers, fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Ability to prioritize work according to business needs
• To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software; Presentation software and Word Processing software
• Must be highly self-motivated and have the desire to be completely responsible for their own work
• Must be well-organized, detail-oriented, and able to multitask. Effectively and efficiently able to manage multiple time-sensitive projects simultaneously.
• Have outstanding written and oral communication skills and be able to work directly with the customer in a courteous and professional manner
• Computer/network knowledgeable
• Calibration experience
• GxP certificate preferred
• Database (SQL and Oracle) knowledge preferred

Physical Demands:

• While performing the duties of this job, the employee is regularly required to stand or sit for extended periods of time. If reasonable, requests regarding ergonomic concerns will be considered. For individuals with disabilities, accommodation may be made to perform the essential functions. Occasional lifting is required.

Environmental Conditions:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• This is a high-volume, high-energy manufacturing facility that works to meet manufacturing deadlines. An enthusiastic, positive attitude is highly encouraged and conducive to a productive successful atmosphere. Common sense judgments and problem solving is desirable. Must have the ability to handle repetitious and tedious job functions.
• A typical office environment and biological laboratory environment comprise the bulk of the work environment for this position. The noise level in the work environment is moderately quiet.

Mesa Labs is an Equal Employment Opportunity Employer.

Mesa Labs prohibits unlawful discrimination and harassment against applicants or employees based on age, race, sex, color, religion, creed, national origin or ancestry, disability, military status, sexual orientation, or any other status protected by applicable state or local law. Please note that Mesa Labs conducts criminal background checks upon offer acceptance