Field Service Team Lead

As Team Lead for our Field Service at Anton Paar Canada, you will be responsible for coordination and supervision of the Canada-wide Field Service team, serving as the primary point of contact and key support to the National Service Manager. You will guide and mentor service representatives, monitor performance and KPIs, and ensure the efficient execution of field service activities to maintain high customer satisfaction. You will drive process improvements, oversee service workflow and case management, and ensure timely resolution of support tickets while maintaining strong cross-functional communication.

Core Responsabilities

• Lead and coordinate the daily activities of the Field Service team, serving as the primary point of contact for service representatives and ensuring effective execution of service operations.
• Provide guidance, direction, and resources to the team to maintain high performance standards and strong customer satisfaction.
• Monitor team performance and KPIs, drive accountability, identify areas for improvement, and implement process enhancements to increase efficiency and service quality.
• Oversee service workflow management, including reviewing open and overdue support tickets and service orders, delegating urgent cases, coordinating scheduling, and ensuring timely case resolution in collaboration with the Customer Care Coordinator.
• Support the National Service Manager as required and act as deputy when needed.
• Oversee the management and maintenance of loaner and demo instruments, including maintenance scheduling, quarterly inventory reviews with the National Service Manager, and ensuring appropriate spare parts stock levels
• Conduct field visits for coaching, auditing, and operational support (approximately 10% overnight travel within Canada).
• Lead onboarding and training of new Field Service Representatives when needed.
• Ensure compliance with all health and safety standards for both in-house and field activities, including maintaining proper safety documentation (e.g., MSDS)
• Participate in the recruitment process for new service team members.

• Bachelor’s degree in a scientific field or equivalent technical experience
• Proven experience in field service, preferably in the scientific instrument industry.
• Previous experience leading or coordinating a technical or service team is strongly preferred.
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team
• Have a valid driver license and a clean driving record. 
• Have the authorization to work in Canada
• Have the ability to travel internationally for training (mainly Europe and US)
• Bilingual in French and English (knowledge of English is required for this position, as the employee will be supporting English-speaking employees and customers throughout Canada).
• Excellent problem-solving abilities and a systematic approach to troubleshooting technical issues.
• Exceptional customer service skills with the ability to build and maintain positive relationships with clients and team members.
• Proficient in interpreting technical documentation, schematics, and drawings.
• Strong organizational skills and the ability to prioritize tasks in a fast-paced environment.
• Experience in KPI analysis.

• Comprehensive benefits package, including health, dental and vision insurance and paid time off.
• A DPSP and RRSP package.
• A Company cell phone and laptop.
• Annual performance bonus
• Opportunities for professional growth and development through training programs and workshops.
• Global exposure and the chance to work with a diverse team of expert in the scientific community.
• Access to cutting-edge technology and innovative measurement solutions.
• A supportive and collaborative work environment that values teamwork and foster individual growth.
• 24/7 Medical assistance.
• Personal days.

Knowledge of English is required for this position, as the employee will be supporting English-speaking employees and customers.

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2026-05-01