TESCAN is a global supplier of scientific instruments. The company is building its reputation and brand name in the field of design and manufacturing of electron, ion and x-ray instruments as well as full system solutions for various applications.
TESCAN participates in top research projects and cooperation with leading companies in the field of electron microscopy and microanalysis. As a result, TESCAN's instrumentation and innovative solutions have won a leading position in the world of nano- and microtechnology. More about us at www.tescan.com
About the Role
TESCAN USA is seeking an experienced Field Service Supervisor to lead and support our West Coast Field Service Engineer team while remaining actively involved in hands-on service work.
This fully remote, field-based role combines people leadership, regional service coordination, and technical execution. The supervisor will coordinate field activities, develop service personnel, manage complex customer escalations, and collaborate across TESCAN to deliver high-quality service throughout the region.
What You’ll Do
- Lead, coach, and provide day-to-day support to the West Coast Field Service Engineer team.
- Coordinate regional service schedules, priorities, resources, and escalations.
- Perform installations, preventive maintenance, troubleshooting, and corrective service.
- Own and coordinate high-priority customer escalations, ensuring timely communication, clear action plans, and effective resolution.
- Support efficient utilization of service resources while balancing customer needs, response times, and operating costs.
- Participate in recruiting, onboarding, workforce planning, and development of field service personnel.
- Conduct regular one-on-one meetings and support employee training and professional development.
- Collaborate with Technical Support, Engineering, Applications, Sales, and factory teams to resolve customer issues and improve service execution.
- Monitor open service calls, installations, escalations, and parts returns.
- Monitor and improve key service performance indicators, including response times, customer satisfaction, installation execution, and escalation management.
- Ensure accurate and timely service documentation and reporting.
- Participate in customer meetings and site visits.
- Support service performance, contract commitments, customer satisfaction, and service revenue objectives.
- Travel throughout the assigned region as business and customer needs require. Travel is expected and may exceed 70%.
What You’ll Bring
- Technical education or equivalent professional experience in electronics, mechatronics, physics, or a related field.
- Several years of Field Service Engineering experience supporting complex capital equipment.
- Strong technical experience supporting scanning electron microscopy systems.
- Experience supporting FIB-SEM systems and advanced troubleshooting of electron and ion beam technologies is strongly preferred.
- Experience leading, mentoring, or coordinating a technical field team.
- Demonstrated ability to manage field operations and balance customer, technical, resource, and business priorities.
- Strong organizational, communication, prioritization, and problem-solving skills.
- Experience using service management and reporting tools.
- Ability to work independently in a fully remote, field-based environment.
- Willingness and ability to travel extensively, including travel exceeding 70% based on business needs.
- Valid driver’s license.
- Fluency in English.
Are you interested?
Please submit your application and send us your (i) professional resume and (ii) cover letter describing reasons of your interest and expectations.
A review of applications will run continuously as they are received and until the position is filled. The short-listed applicants complying with the requirements will be invited for personal or Teams interviews.
We are looking forward to your application!
TESCAN is an Equal Opportunity Employer. We support diversity and are committed to creating an inclusive environment for all employees.