Field and SaaS Professional Services Manager

JOB SUMMARY

The Field and SaaS Professional Services Manager is a strategic leader responsible for guiding high-performing teams across field service operations technical training and SaaS professional services. This role oversees onsite support installations repairs and customer onboarding projects; manages internal and external training programs; and drives software deployment and data migration activities. The manager defines and improves service delivery processes tracks key performance metrics and develops technical staff to ensure efficient operations consistent service quality and high customer satisfaction across Flukes hardware and software solutions.

RESPONSIBILITIES

Field Service Leadership

• Lead mentor and develop the Field Services team responsible for onsite customer support installation training repairs and technical assistance ensuring technical excellence and a customer first mindset.
• Develop and implement service delivery standards to ensure quality efficiency and customer satisfaction.
• Manage scheduling resource allocation and field service logistics to meet service level commitments.
• Partner with Engineering and Product Management to identify and resolve recurring product issues.
• Develop and implement service tracking metrics including response time resolution time service cost and customer satisfaction.

Training Program Management

• Oversee the development and delivery of technical training programs for customers distributors and internal teams.
• Manage the Training team in creating and maintaining training materials handouts and e-learning modules for Fluke devices and software applications.
• Ensure training content remains up to date with current products firmware and software releases.
• Facilitate certification programs for service partners and internal technicians.
• Evaluate training effectiveness and implement improvements based on feedback and performance data.

Professional Services SaaS

• Lead the Professional Services team responsible for software implementation data migration and customer onboarding for SaaS solutions.
• Establish project delivery processes and ensure consistent execution across all customer implementations.
• Collaborate with Sales Product and Support teams to align customer outcomes and expectations.
• Manage Professional Services portfolio including defining service offerings pricing strategies and delivery models to ensure profitability scalability and alignment with customer needs.

People & Process Leadership

• Coach and develop high-performing technical team members fostering collaboration and technical growth.
• Define and implement standard operating procedures for both field service and training functions.
• Drive continuous improvement initiatives focused on operational excellence and customer experience.
• Serve as a visible leader and coach fostering a culture of accountability innovation and continuous learning.
• Build succession plans and career paths for technical team members.

QUALIFICATIONS/SKILLS AND KNOWLEDGE:

Required Skills/Abilities:

• Bachelors degree in engineering business or related field (or equivalent experience).
• 5 years of experience managing technical teams customer training or SaaS implementation teams.
• 5 years of customer service experience including resolving inquiries handling complaints and maintaining a positive customer experience in a fast-paced environment.
• 5 years of experience using commercial systems such as ERP (e.g. Oracle SAP) and CRM (e.g. MS Dynamics Salesforce).
• Demonstrated success in building and scaling field support professional services and/or training teams.
• Proficiency in MS Office products including Excel Word and Power Point. Experience with project management tracking software a plus.
• Experience in drafting clear and concise technical and process documentation.
• Excellent communication and interpersonal skills with the ability to work effectively with stakeholders at various levels.
• Strong leadership presence with ability to influence across technical and non-technical teams.
• Adept at working in a fast-paced environment with evolving needs priorities and deadlines.
• Ability to travel up to 50% domestically and internationally.