Field Service / Customer Service Manager
Company Overview
QED Technologies is a global leader in precision polishing and metrology solutions for the optics industry. Our innovative, CNC-based systems help customers achieve unprecedented levels of precision and quality. Customer Service & Support is a critical pillar of QED’s success, and we are seeking a Customer Service Manager, who is passionate about delivering world-class support, driving continuous improvement, and innovating new ways to serve our customers.
Position Summary
QED’s Customer Service Manager oversees all aspects of service and support within NA and other regions globally for QED’s large capital equipment. This individual will report to the Director of Customer Experience and will be responsible for both field service and in-house customer support activities, including machine installations, training, remote and on-site support, and maintenance of CNC-based MRF optical finishing systems as well as QED’s metrology platforms. As the “internal champion” of our customer base, this role acts with urgency to ensure all customer support requests are satisfied and our customers are “delighted” with QED’s products and services. As a strong “player-coach,” the ideal candidate enjoys working hands-on with customers on high-level issues while also guiding and mentoring the service team. The role requires a detail-oriented approach, capital equipment expertise, and a deep commitment to customer satisfaction, which is essential to QED’s continued growth and success.
Essential Duties and Responsibilities
- Service Operations Management
Schedule, assign, and oversee daily activities of customer service engineers and support personnel to meet customer needs.
Ensure timely and accurate completion of service requests, including proper documentation in QED’s CRM system.Prepare estimates and quotes for service and support requests. Track and manage service orders, labor hours, and warranty claims to maintain cost accuracy and provide transparent reporting.Monitor and analyze service metrics (e.g., response time, downtime, parts usage) to drive continuous improvement initiatives.Customer Support & Issue ResolutionServe as the primary escalation point for complex or high-level customer service issues.
Coordinate closely with cross-functional teams (Engineering, Sales, and Operations) to resolve technical challenges and ensure customer satisfaction.Provide direct technical support, diagnosis, and problem-solving for capital equipment installations and upgrades.Team Leadership & DevelopmentDirectly supervise a team of customer service engineers and support specialists across North America and other regions globally.
Recruit, train, and develop a high-performing field-based and in-house service team with strong technical and customer-facing skills.Act as a “player-coach,” mentoring team members while also staying involved in hands-on service activities.Develops and maintains installation, service and support procedures.Perform performance reviews, set goals, and implement professional development plans in line with company objectives.Carry out supervisory responsibilities in accordance with organizational policies and applicable laws, including interviewing, hiring, training, performance evaluation, and discipline.Strategic Growth & InnovationIdentify and implement new service strategies, tools, and processes to enhance customer experience and operational efficiency.
Collaborate with the Director of Customer Experience to shape service offerings, including extended service contracts, software upgrades, and predictive maintenance.Use “voice of the customer” feedback to drive product and process improvements, liaising with internal teams to refine QED’s portfolio of solutions.Customer Engagement & Account ManagementBuild and maintain strong relationships with customers through regular check-ins, on-site visits, and remote consultations.
Generate additional revenue opportunities by promoting spare parts, optional equipment, service contracts, and training programs.Ensure consistent communication on product updates, service activities, and continuous improvement efforts.Quality & ComplianceDevelop, document, and maintain service-related processes (installation, qualification, maintenance) in compliance with relevant standards and QED QMS.
Initiate and support Corrective Action Requests (CARs) for service-related issues, collaborating with cross-functional teams to implement effective solutions.Ensure adherence to all company policies, procedures, and regulatory requirements.Qualifications & Requirements
Education & ExperienceBachelor’s Degree in Engineering (Mechanical, Electrical, or related field) or equivalent technical discipline required.
10 years of experience managing a customer service or field service team in a capital equipment environment.Experience with CNC-based equipment is strongly preferred; optics / photonics industry experience is a significant plus.Master’s degree (MS / MBA) is preferred.Technical SkillsStrong understanding of mechanical / electrical systems, schematics, and precision manufacturing processes.
Proficiency in ERP & CRM systems, and Microsoft Office software.Ability to interpret part drawings, operator manuals, and technical documentation.Soft Skills & CompetenciesExceptional customer focus and a passion for problem-solving in high-stakes situations.
Excellent written and verbal communication skills, with the ability to present technical information clearly to diverse audiences.Demonstrated leadership and team-building capabilities, including experience as a “player-coach.”Highly detail-oriented with strong analytical and organizational skills.Language SkillsMust be fluent in English (spoken and written).
Additional language proficiency is a plus (e.g. German, Japanese, Mandarin).Travel Requirements
Domestic & International travel is required to support customer visits, tradeshows, and service escalations.Work Environment
Work is typically performed in an office environment as well as customer sites (labs, manufacturing floors, etc.).Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Join QED Technologies and help us transform the way our customers build the future of optics and photonics. If you’re a proactive leader who values customer satisfaction and innovation, we encourage you to apply today.
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