AMER Regional Field Service Manager

Summary of Position

We are looking for a dynamic Regional Field Service Manager to oversee a team of field technicians responsible for delivering onsite IT support, installations, and maintenance across Americas Curium locations and remote users.

This role ensures operational excellence, adherence to global service standards, and effective coordination of resources to meet local business and organizational objectives and needs.

Work Schedule: M - F 8am - 5pm

Essential Functions

• Team Leadership & Field Coordination:
• Lead, mentor, and manage a team of field technicians responsible for onsite support, installation, maintenance, and troubleshooting of IT office and end-user equipment across Americas.
• Coordinate the daily activities and schedules of field technicians, ensuring efficient resource allocation and timely resolution of issues.
• Provide technical guidance and support to the field team, acting as an escalation point for complex problems.
• Monitor team performance, conduct regular performance reviews, and foster a collaborative and customer-focused team environment.
• Ensure adherence to safety protocols and operational best practices by the field team.
• Deployment Coordination & Management (Americas):
• Serve as the primary point of contact and coordinator for all IT equipment deployments in Americas.
• Develop and manage deployment plans, schedules, and resources, ensuring minimal disruption to business operations.
• Collaborate with global IT teams, project managers, vendors, and internal stakeholders to ensure timely and successful deployments.
• Oversee all stages of deployment, from planning and testing through to execution and post-deployment support.
• Ensure all deployments adhere to company standards, security policies, and compliance requirements.
• Develop and maintain deployment documentation, including procedures and checklists.
• IT Field Management:
• Oversee the day-to-day IT field operations within the American regions.
• Manage relationships with local vendors and service providers.
• Contribute to the development and implementation of regional IT procedures, and standards.
• Assist with IT asset management, including inventory tracking and lifecycle management for hardware and software in the region.
• Responsible of the local stock management of IT equipment in various Curium locations to balance availability and cost-efficiency
• Stakeholder Management & Communication:
• Effectively communicate with regional business stakeholders to understand their IT needs and ensure alignment with IT service delivery.
• Provide regular updates on performance, project status, and deployment activities to management and relevant stakeholders.
• Act as a liaison between the regional business units and central IT functions.
• Must maintain operational compliance with US and international regulatory agencies and guidelines (i.e. FDA, DEA, EU, HC, TGA, PIC/S, ISO, USP, NRC, cGMP, etc.).

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in IT support and end-user support roles.
• Proven experience in a leadership or supervisory role, preferably managing field technicians or a technical support team.
• Demonstrable experience in managing and coordinating IT deployment projects across multiple locations.
• Experience with IT service management (ITSM) and ITIL processes and framework
• Familiarity with ITSM tools (e.g. Freshservice) and remote support technologies
• Excellent troubleshooting, problem-solving, and analytical skills.
• Good project management and organizational skills, with the ability to manage multiple priorities and deadlines.
• Exceptional communication, interpersonal, and stakeholder management skills.
• Ability to work independently and as part of a geographically dispersed team.
• Willingness to travel within Americas as required up to 20%.
• Relevant certifications (e.g., Microsoft Certified, ITIL Foundation) are a plus.

Working Conditions:

• Willingness to work in plant producing radioactive materials and requiring all employees to participate in safety programs designed to minimize potential and/or actual exposure levels.
• Responsibilities include the ability to lift up to 70 pounds, kneeling, crouching, twisting the upper body, walking, bending, stooping, pushing, pulling, reaching, must be able to physically negotiate stairs and evacuation ladders with or without accommodation, wear and operate safety equipment, enter vessels, and inspect equipment.  
• Material handling devices (e.g., hand truck, fork truck, and conveyors) are used when possible, however, use of proper lifting and movement techniques is necessary to prevent injury.
• Must be willing to wear a variety of Personal Protective Equipment (PPE) and hearing protection as needed.
• May be required to sit or stand for long periods of 8+ hours a day while performing duties.  
• Must possess good hand-eye coordination; close attention to detail is required.
• Must be able to work indoors and outdoors with exposure to mechanical/moving parts, hazards including corrosive, flammable and toxic material, dust, dirt, odors, and irritants. 
• Willingness to complete safety training within allotted timeframes, and work in a team-based environment.
• Must be able to work outside of regular work hours, including off shift, weekend, and holiday work as business needs require.