Job Description
Manager Field Service

Manager, Field Service

Location: São Paulo Area, Brazil (Hybrid)

 

Role Summary

 

The Manager, Field Service is responsible for leading high-impact, multidisciplinary teams including Calibration Laboratory, Field Service Engineering, Quality, and First-Level Technical Support ensuring operational efficiency, technical excellence, agile process implementation, and strong financial results.

 

This leader must translate complex operational demands into clear performance metrics and generate direct impact on the P&L through productivity improvements, cost reduction, and revenue growth. The role requires a strong data-driven mindset and the ability to foster a performance-oriented culture across geographically dispersed teams throughout South America.

 

Key Responsibilities:

  • Multidisciplinary Leadership

 

Calibration Laboratory: 

  • Ensure process efficiency, high productivity, technical standardization, and compliance with applicable standards.

 

Field Service Engineering:

  • Lead a senior team operating at customer sites.

  • Manage experienced technical profiles resistant to change.

  • Drive an evolving mindset, agile methodologies, and operational discipline.

 

Quality Department:

  • Ensure compliance with certifications (e.g., ISO 9001, ISO/IEC 17025).

  • Implement continuous improvement initiatives and internal audits.

 

First-Level Technical Support:

  • Lead the team responsible for initial customer technical contact.

  • Ensure fast response times, structured diagnostics, proper call triage, and clear communication with field, laboratory, and quality teams.

 

 P&L Ownership and Results Orientation:

  • Translate operational initiatives into financial indicators.

  • Demonstrate measurable impact on productivity, cost optimization, revenue growth, and margin expansion.

  • Support forecasting and strategic decisions using data-backed insights.

  • Develop reporting models and structured analysis to support recommendations.

 

Data-Driven Management & Advanced Analytics:

  • Integrate multiple KPIs into clear, actionable insights.

  • Build dashboards and structured reporting routines.

  • Develop and reinforce a data-driven culture across all service functions.

 

Continuous Improvement & Process Standardization: 

  • Identify operational bottlenecks and implement structural improvements.

  • Standardize technical and administrative service execution.

  • Apply Lean, Kaizen, or equivalent methodologies.

 

Customer Relationship & Operational Resilience:

  • Act as escalation point in critical customer situations.

  • Demonstrate strong emotional resilience in high-pressure environments.

  • Conduct difficult conversations with professionalism and solution focus.

 

Collaboration with Sales & Cross-Functional Teams:

  • Partner with Sales to identify new service opportunities.

  • Structure service offerings and growth strategies.

  • Maintain alignment with Supply Chain, Operations Management, Finance, HR, and Quality.

 

People Management & Culture:

  • Develop and engage diverse technical teams.

  • Provide structured, constructive feedback.

  • Promote a disciplined, collaborative, high-performance culture.

 

Expected KPIs: 

  • Operational efficiency by department

  • Productivity per FTE

  • Billability and margin by service

  • First-Time Fix Rate (FTFR)

  • Mean Time to Repair (MTTR)

  • Calibration lead time

  • Direct P&L impact

  • Net Promoter Score (NPS) / Customer satisfaction

  • ISO quality compliance adherence

 

Qualifications:

  • Bachelor’s degree in Mechanical, Electronic, Industrial Engineering, or related field.

  • 4+ years of people leadership experience.

  • 7+ years in technical services and engineering environments.

  • Proven experience managing multidisciplinary teams.

  • Strong P&L and KPI management expertise.

  • Experience with ISO standards and certifications.

  • Exceptional logical and analytical capability.

  • High resilience and clear communication skills.

  • Experience with ERP systems and system integrations.

  • Fluent in Portuguese, English, and Spanish.

  • Travel required (approximately 25–50% within South America).

 

Explore Life at Hexagon

At Hexagon, we’re empowering an autonomous, sustainable future through innovation in manufacturing intelligence, simulation, and automation. Get to know our teams, our culture, and our technology through our social media channels:

Instagram: @hexagon_mi | @hexagon_ab
LinkedIn: Hexagon Manufacturing Intelligence
YouTube: Hexagon MI | Hexagon AB
Twitter/X: @HexagonMI | @HexagonAB
Facebook: Hexagon Manufacturing Intelligence

Learn more at hexagon.com and get inspired by how we shape smart change across industries.

 
Apply now

Hexagon Manufacturing Intelligence does not accept unsolicited candidates, CVs, or resumes from agencies or third parties. All candidate profiles must be submitted through our SuccessFactors system and approved in advance by the Global Talent Acquisition team. Any CVs/resumes sent outside this process will be considered the property of Hexagon, and no placement fees will be paid.

Hexagon posts all official job opportunities on either careers-manufacturing.hexagon.com or careers.hexagon.com and communicates only from email addresses ending in @hexagon.com. We never request payment or personal banking information during recruitment. No offers will ever be extended without a proper interview via Teams or in person, never done over email alone. If you suspect fraud, it probably is, and contact us at recruitment.us.mi@hexagon.com.
Information at a Glance
Division:  Stationary Metrology
Job Title:  Manager Field Service
Job Function:  Technical Service & Support
Job Location (Short):  São Paulo, SP, BRA, 04671-245
Workplace Type:  Hybrid
Workplace Details: 
Req ID:  2655
Apply now

About Hexagon

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We put data to work to drive efficiency, productivity and quality across industrial, manufacturing, infrastructure, public safety and mobility applications. Our solutions enable customers to capture, analyze and leverage data from the physical world to create smarter, more connected and increasingly autonomous ecosystems that support a scalable and sustainable future. Hexagon’s Manufacturing Intelligence business area delivers solutions that leverage data from design and engineering through production and metrology to help manufacturers make smarter, data-driven decisions and improve performance across the product lifecycle.