Director, Global Field Service Engineering

Responsibilities

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Define and run the global service strategy and operating model

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Own service budget, headcount planning, hiring, and management, and resource allocation

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Oversee a global team of field service engineering and factory service engineering ensuring effective installation, maintenance, upgrades, retrofits, repair, and production support of complex instrumentation systems

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Oversee a team of instrument manufacturing engineering in Cellares’ South San Francisco headquarters location, to drive improvements in the reliability of Cellares’ GMP instruments globally

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Drive continuous improvement in field service, factory service, and instrument manufacturing engineering processes, leveraging data analytics to enhance response times and improve reliability of instruments

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Collaborate with R&D and quality assurance teams to support installations and document the installation process

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Ensure all activities adhere to GMP regulations and other relevant industry guidelines

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Partner with quality, regulatory, engineering, and operations teams to address non-conformances and implement corrective actions

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Create, monitor, and report on key performance indicators (KPIs) for field service and manufacturing engineering, ensuring alignment with business objectives

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Set OKRs and KPIs for installation and reliability of Cellares instruments

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Align service and manufacturing engineering strategies with business goals

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Foster a culture of innovation, teamwork, and continuous improvement within the field service and manufacturing engineering teams

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Develop and manage budgets for field service and manufacturing engineering operations, optimizing resource allocation

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Develop, manage, and implement training plans for global field service, factory service, and instrument manufacturing engineering operations at all sites as Cellares builds out its global footprint

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Oversee Change Requests for instrumentation in Cellares’ eQMS

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Lead monthly equipment reliability meeting to identify most impactful issues to be prioritized for corrective actions

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Improve service processes, response time, and customer satisfaction through standard work and continuous improvement

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Drive parts/spares planning, tools, training, and knowledge management

Requirements

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• Bachelor’s degree in engineering (mechanical, electrical, biomedical, or related field); advanced degree (MBA, MS, or PhD) preferred
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• 10+ years of experience in field service, manufacturing engineering, or operations, with at least 5 years in a leadership role
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• Proven experience in GMP-regulated industries (pharmaceuticals, biotechnology, or medical devices) and familiarity with FDA, ISO, etc. standards
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• Strong technical knowledge of complex instrumentation systems and their application in GMP manufacturing environments
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• Demonstrated ability to lead global teams and manage cross-functional projects in a fast-paced, regulated environment
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• Excellent problem-solving, communication, and interpersonal skills
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• Experience with process automation, lean manufacturing, and continuous improvement methodologies (e.g., Six Sigma, Kaizen)
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• Ability to travel globally as needed (up to 40%)
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• Attendance in the plant site is considered an essential function
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• Detail-oriented with a commitment to maintaining high-quality standards
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• Excellent verbal, written, organizational, presentation and interpersonal skills
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• Self-awareness, integrity, authenticity, and a growth mindset