Field Service Manager, Eastern Region
Rock Hill, SC, United StatesYesterday
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Skills
contract negotiationorder managementperformance managementworkforce management
About the role
About the Role
3D Systems is seeking a customer-focused and results-driven Field Service Manager to lead a team of Field Engineers responsible for delivering exceptional service and support to customers throughout the Eastern region. This role combines people leadership, operational excellence, and commercial responsibility, ensuring high levels of customer satisfaction while driving service contract growth, workforce utilization, and business performance.
The ideal candidate is a collaborative leader with a passion for customer success, strong business acumen, and the ability to effectively partner across technical, sales, and service organizations to achieve strategic objectives.
What’s in it for You!
- Competitive Compensation Package: $109,900-$130,000 annual base salary. Our employees are the best part of our company. We want you to feel valued, appreciated, and included. Because of this, we make sure your hard work is recognized.
- Paid Leave (US ONLY): Enjoy time away from work with Company paid holidays and a flexible working schedule through our paid time off (PTO) policy. Yep, you read that correctly. We are a Company that values you and makes sure you take time for yourself.
- 401(k): Prepare for a secure retirement with our 401k plan, which includes an employer matching contribution.
- Comprehensive Health & Wellness Plans: We offer a comprehensive benefit package that includes medical, dental and vision coverage, company-paid short-term and long-term disability insurance, as well as company-paid basic life insurance that supports you during your career with us. We believe that taking care of our employees is essential, and these benefits reflect our commitment to your health, security, and peace of mind.
- Global Team: With our state-of-the-art corporate headquarters in Rock Hill, South Carolina, our global team operates across more than 13 countries worldwide. Experience a workplace comprised of talented individuals who are passionate about serving our customers and each other.
- Innovative Culture: Innovation is at the heart of what we do! Since our founding in 1986 by Chuck Hull, the inventor of 3D printing, we have continuously pushed the boundaries of what is possible with additive manufacturing. When you join 3D, you will have the opportunity to work with cutting edge technology in an innovative and collaborative culture!
- Talent Development: At 3D Systems, we invest in talent programs to support employees with opportunities to grow, contribute, develop, and thrive in their careers.
- Connection & Engagement Opportunities: We strive to cultivate an environment where our diverse global workforce can connect and thrive. Our Employee Resource Group program, Employee Recognition program, and 3D Gives Back program, are just a few examples of how you will be empowered to build connections, celebrate wins, and make a meaningful impact.
What We're Looking For:
Team Leadership & Operations
- Lead, coach, and develop a team of Field Engineers responsible for delivering maintenance and support services to customers across an assigned geographic territory.
- Manage workforce planning, labor capacity, and utilization to ensure efficient service delivery and optimal customer coverage.
- Foster a culture of continuous learning by driving cross-training initiatives and skill development across the Field Engineering team.
- Conduct regular team meetings, coaching sessions, and performance discussions to support employee engagement and professional growth.
Customer Success & Service Delivery
- Build and maintain strong relationships with customers, partners, and internal stakeholders to ensure a high-quality customer experience.
- Serve as an escalation point for customer concerns and collaborate with cross-functional teams to resolve complex service issues.
- Support customer installations, service initiatives, and product adoption efforts while identifying opportunities to enhance customer satisfaction and loyalty.
- Champion a customer-first mindset focused on responsiveness, service excellence, and long-term partnership.
Service Contract Growth & Commercial Performance
- Drive service contract revenue through warranty conversions, contract renewals, and other service agreement opportunities within the assigned region.
- Negotiate contract terms and pricing to maximize service revenue, profitability, and customer value.
- Partner with Sales and Service teams to identify and execute growth opportunities within the installed customer base.
Performance Management
- Monitor and drive performance against key service metrics, including:
- Net Promoter Score (NPS) and customer satisfaction
- Labor utilization
- First-time fix rate
- Travel and overtime expenses
- Case and work order management
- Administrative accuracy and compliance
- Analyze operational and financial performance data to identify trends, improve efficiency, and support business objectives.
About the Role
3D Systems is seeking a customer-focused and results-driven Field Service Manager to lead a team of Field Engineers responsible for delivering exceptional service and support to customers throughout the Eastern region. This role combines people leadership, operational excellence, and commercial responsibility, ensuring high levels of customer satisfaction while driving service contract growth, workforce utilization, and business performance.
The ideal candidate is a collaborative leader with a passion for customer success, strong business acumen, and the ability to effectively partner across technical, sales, and service organizations to achieve strategic objectives.
What’s in it for You!
- Competitive Compensation Package: $109,900-$130,000 annual base salary. Our employees are the best part of our company. We want you to feel valued, appreciated, and included. Because of this, we make sure your hard work is recognized.
- Paid Leave (US ONLY): Enjoy time away from work with Company paid holidays and a flexible working schedule through our paid time off (PTO) policy. Yep, you read that correctly. We are a Company that values you and makes sure you take time for yourself.
- 401(k): Prepare for a secure retirement with our 401k plan, which includes an employer matching contribution.
- Comprehensive Health & Wellness Plans: We offer a comprehensive benefit package that includes medical, dental and vision coverage, company-paid short-term and long-term disability insurance, as well as company-paid basic life insurance that supports you during your career with us. We believe that taking care of our employees is essential, and these benefits reflect our commitment to your health, security, and peace of mind.
- Global Team: With our state-of-the-art corporate headquarters in Rock Hill, South Carolina, our global team operates across more than 13 countries worldwide. Experience a workplace comprised of talented individuals who are passionate about serving our customers and each other.
- Innovative Culture: Innovation is at the heart of what we do! Since our founding in 1986 by Chuck Hull, the inventor of 3D printing, we have continuously pushed the boundaries of what is possible with additive manufacturing. When you join 3D, you will have the opportunity to work with cutting edge technology in an innovative and collaborative culture!
- Talent Development: At 3D Systems, we invest in talent programs to support employees with opportunities to grow, contribute, develop, and thrive in their careers.
- Connection & Engagement Opportunities: We strive to cultivate an environment where our diverse global workforce can connect and thrive. Our Employee Resource Group program, Employee Recognition program, and 3D Gives Back program, are just a few examples of how you will be empowered to build connections, celebrate wins, and make a meaningful impact.
What We're Looking For:
Team Leadership & Operations
- Lead, coach, and develop a team of Field Engineers responsible for delivering maintenance and support services to customers across an assigned geographic territory.
- Manage workforce planning, labor capacity, and utilization to ensure efficient service delivery and optimal customer coverage.
- Foster a culture of continuous learning by driving cross-training initiatives and skill development across the Field Engineering team.
- Conduct regular team meetings, coaching sessions, and performance discussions to support employee engagement and professional growth.
Customer Success & Service Delivery
- Build and maintain strong relationships with customers, partners, and internal stakeholders to ensure a high-quality customer experience.
- Serve as an escalation point for customer concerns and collaborate with cross-functional teams to resolve complex service issues.
- Support customer installations, service initiatives, and product adoption efforts while identifying opportunities to enhance customer satisfaction and loyalty.
- Champion a customer-first mindset focused on responsiveness, service excellence, and long-term partnership.
Service Contract Growth & Commercial Performance
- Drive service contract revenue through warranty conversions, contract renewals, and other service agreement opportunities within the assigned region.
- Negotiate contract terms and pricing to maximize service revenue, profitability, and customer value.
- Partner with Sales and Service teams to identify and execute growth opportunities within the installed customer base.
Performance Management
- Monitor and drive performance against key service metrics, including:
- Net Promoter Score (NPS) and customer satisfaction
- Labor utilization
- First-time fix rate
- Travel and overtime expenses
- Case and work order management
- Administrative accuracy and compliance
- Analyze operational and financial performance data to identify trends, improve efficiency, and support business objectives.
What You'll Bring:
Required Qualifications
- 2-5 years of experience in service-oriented industrial, manufacturing, healthcare, or technology-related environments.
- Proven leadership experience with the ability to motivate, coach, and develop high-performing teams.
- Excellent written, verbal, and interpersonal communication skills.
- Strong customer-service orientation with a demonstrated commitment to customer satisfaction.
- Ability to influence and collaborate effectively across multiple functional groups and organizational levels.
- Strong analytical, business, and financial acumen with experience using data to drive decision-making.
- Demonstrated success working in cross-functional environments and managing competing priorities.