Job Details

Requisition Number 17-0042
Title Instrument Service Manager II
City Gaithersburg
State MD


The Sr. Instrument Service Manager is responsible for directing the activities of a team of US and international field service personnel that install, maintain, and repair MSD’s family of instruments used for the measurement of molecules in biological samples.  The individual will ensure that the field service personnel are trained and have the necessary tools to efficiently service customer instruments.  The individual will prepare reports, analyze performance, schedule personnel, and develop field service practices to deliver the highest levels of customer satisfaction.  The individual will work with other functional groups (including but not limited to Engineering, Instrument Manufacturing, Sales) to coordinate field service activities at customer sites.


  • Prepare schedules and assign resources to meet installation, repair, and preventive maintenance work requests to a global customer base
  • Create and review field service practices to drive consistent and professional service delivery for MSD’s customers
  • Monitor work orders for timely completion and efficient utilization of parts
  • Ensure that service contract response times and preventive maintenance obligations are met in a timely manner
  • Coordinate the field service personnel schedule with sales so that staff arrivals are coordinated with account managers
  • Prepare newly-hired field service personnel with a comprehensive and consistent training program
  • Review regional assignments of field service personnel to provide coverage for service obligations that meet customer requirements
  • Direct the activities of the Field Service Administrator to provide support for field service activities
  • Review and approve travel requests, travel expense reports, and material requisitions from field service personnel
  • Prepare reports and provide updates to internal staff and senior management that detail field service activities and personnel utilization
  • Specific duties may vary depending upon departmental requirements


  • Bachelor’s degree in Business, Engineering, Science or equivalent work experience
  • 5-6 years of field service experience with laboratory, life science, or hospital diagnostic equipment 
  • 2-3 years of direct supervisory experience of field service teams providing large area maintenance and repair of complex electronic equipment
  • Experience in life science or other regulated industry desired


  • Strong analytical background
  • Demonstrated electronic instrument troubleshooting skills; ability to read and interpret equipment diagrams and schematics
  • Logical problem solving and demonstrated ability to organize and direct field service tasks in an orderly and structured fashion
  • Excellent oral, written communication and interpersonal skills
    • Effectively communicate issues/problems and results that impact timelines and service delivery
    • Effectively communicate service delivery expectations to team members and service stakeholders in a timely and clear fashion
  • Proficiency in MS Office Suite; Sales experience highly desirable
  • A wide degree of creativity and latitude is expected including the ability to multi-task and work productively in a demanding global service environment with changing priorities


This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.


This position may require up to 20% travel.

  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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