Field Service Account Manager at Bausch+Ströbel in Branford, CT, United States

Job description

• We are seeking a highly organized, customer-focused Field Service Account Manager to join our Customer Service team at our U.S. headquarters in Branford, Connecticut. This is a unique opportunity to serve as the key link between customers, field service professionals, and internal teams while helping drive exceptional service experiences.
• We're looking for someone who thrives in a fast-paced environment and enjoys coordinating multiple projects while maintaining excellent customer relationships.
• If you are passionate about customer service, project coordination, and supporting cutting-edge pharmaceutical manufacturing technology, we'd love to hear from you.

Responsibilities

• As a Field Service Account Manager, you will coordinate and manage a wide range of customer service activities, including installations, maintenance visits, troubleshooting support, training programs, qualifications, and other field service projects.
• Manage customer relationships and support business development within the Field Service area.
• Prepare service quotations and process service orders through invoicing.
• Coordinate field service schedules and assignments for technicians, trainers, qualification experts, and external service providers.
• Review service reports and develop follow-up actions, including spare parts recommendations and service proposals.
• Serve as the primary point of contact for customer documentation requests and compliance requirements.
• Prepare and distribute project-related documentation, including risk assessments, method statements, insurance certificates, and work permits.
• Handle customer service inquiries and complaints with professionalism and urgency.
• Collaborate with international subsidiaries and service teams to ensure seamless project execution.
• Organize training programs for technicians and service personnel.
• Provide coaching and technical support to the Field Service Coordinator.

Requirements

• Strong organizational and project coordination skills
• Excellent customer service and communication abilities
• Attention to detail and the ability to manage multiple priorities
• Experience working with technical service teams or industrial equipment environments
• Proficiency with Microsoft Office and ERP systems
• Strong problem-solving and decision-making skills
• The ability to work independently and collaboratively across departments
• This position is initially fully onsite at our U.S. headquarters. After training, there may be an opportunity to transition to a hybrid schedule with approximately 60% onsite presence.

Skills

Required

• Organizational skills
• Customer service
• Communication
• Attention to detail
• Problem-solving
• Decision-making
• Independence
• Collaboration
• Microsoft Office
• ERP systems

Benefits

• Benefits: We offer medical and dental plans (the company pays 83% of the premium for employees and eligible dependents); company-sponsored health reimbursement accounts (HRA), Flexible Spending Accounts (FSA) for medical and/or dependent care, company-paid short-term and long-term disability plans, company-paid life insurance and AD&D plan; voluntary vision plan; voluntary pet insurance; voluntary identity theft protection plans; voluntary life, and dependent life plans at discounted group rates; a 401k retirement plan with a 4% company match, company paid holidays and generous a PTO plan.