Operations
Location: Valencia (Parque tecnológico de Paterna). Remote status: Hybrid.
Manager Field Service EMEIA
At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Vitrolife Group is a global provider of medical devices and genetic services. We develop products and services for personalized genetic information and medical device products, supporting our customers to improve their clinical practice for fertility treatment.
Main Purpose
We are seeking an experienced and people-oriented Manager Field Service EMEIA to lead and develop a multicultural team of travelling service engineers across Europe and the Middle East. The role focuses on people leadership, engagement, capability development, reliable service delivery, efficient operational coordination, and collaboration with internal stakeholders and external service partners. Operating in a complex, international environment, the Manager will strengthen service performance, standardize processes, and support scalable service capabilities across the region. The Manager should also be prepared to act as a field service engineer and provide direct technical service on-site when required.
Main Job Duties/Responsibilities
Leadership & Team Development
Lead, coach, and support a team of approximately 11 traveling service engineers across multiple European and Middle East countries.
Create a positive, inclusive, and performance-driven team culture with a strong focus on safety, quality, and customer satisfaction.
Conduct regular performance reviews, set clear expectations, and support individual development and training plans.
Act as a trusted point of contact for team members, supporting both professional growth and day-to-day operational challenges.
Foster engagement, collaboration, and continuous improvement within a remote and multicultural team.
Field Service Operations & Coordination
Oversee daily service operations, ensuring efficient execution of service activities.
Support service engineers with technical problem‐solving, escalation handling, and coordination with technical experts and other departments.
Ensure service activities comply with company standards, processes, quality requirements, and safety regulations.
Contribute to continuous improvement of service workflows and operational efficiency.
Be available and willing to act as field service engineer and carry out hands‐on technical service if needed.
Distributor and Third-Party Service Management
Support building and maintaining strong relationships with distributors and third‐party service providers across Europe.
Support onboarding, development, and alignment of external partners to company processes, quality standards, and service expectations.
Monitor the performance of distributor and third‐party service partners and drive a collaborative, partnership‐based approach.
Cross-Functional Collaboration
Work closely with Planning, Helpdesk, Technical Support, and Supply Chain teams to align service capacity, priorities, and customer communication.
Act as a bridge between field service engineers and office‐based teams, ensuring clear, timely, and structured information flow.
Contribute to cross‐functional initiatives aimed at improving customer experience and service performance.
Intercultural Leadership
Lead effectively in a multicultural European environment with awareness of cultural differences and local practices.
Adapt leadership style and communication to different countries, personalities, and operational contexts.
Qualifications & Experience
Experience in field service, service operations, or technical support environments.
Technical flair from onsite work carried out in a service‐oriented organization.
Proven people‐leadership experience, preferably with remote or traveling teams.
Experience operating in a multinational or multicultural environment.
Experience working with third‐party service providers is a strong advantage.
Skills & Competencies
Strong leadership, coaching, and communication skills.
Empathetic, approachable, and hands‐on leadership style.
Structured, solution‐oriented, and operationally focused mindset.
Ability to balance people development with operational and technical demands.
Strong collaboration and stakeholder management skills.
Fluent in English; additional European languages are an advantage.
TRAVEL
Willingness to travel regularly within Europe and the Middle East to support team members, partners, and customers.
Prepared to travel and act as a resource for on‐site service engineer duties when operational circumstances require it.
SUCCESS FACTORS
High engagement and retention of a motivated, high‐performing service team.
Consistent, high‐quality service delivery across the European and Middle East region.
Strong collaboration with internal teams and external service partners.
Improved service readiness, efficiency, and customer satisfaction.
A scalable and well‐aligned European and Middle East field service setup.
WHY VITROLIFE GROUP?
Because here, your work truly matters. You'll be joining a team where purpose drives every project to help more people fulfill their dream of having a healthy baby. Learning never stops, and you'll have opportunities to grow professionally while contributing to a meaningful mission. Global collaboration is part of our DNA; you'll work with colleagues across countries in a multicultural, inclusive environment. Quality, integrity, innovation, and collaboration are not just words—they're the foundation of how we work and grow together.
What We Offer
Opportunity to work in a leading global organization in healthcare and genetic services.
Supportive and collaborative work environment.
Training opportunities for candidates without direct experience in some areas.
Medical insurance.
Flexible compensation options.
Free coffee at the workplace.
Flexitime.
Discounts on our platform and gym memberships.
Job stability in a growing and innovative company.
Interview conducted in English.
Employee based in Valencia (Parque tecnológico de Paterna).
We look forward to receiving your application!
Vitrolife Group is an equal opportunity employer. We welcome and encourage applications from people with disabilities.
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