About this role
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. Together we help our customers and their patients to fulfill the dream of having a healthy baby.
Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalized genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of 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 Middle East.
The role has a strong focus on people leadership, engagement, and capability development, while ensuring reliable and high-quality service delivery, efficient operational coordination, and close collaboration with internal stakeholders and external service partners.
Operating in a complex, international environment, the Manager will play a key role in strengthening service performance, standardizing processes, and supporting the development of scalable service capabilities across the region.
Additionally, the Manager should be prepared to act as a field service engineer and provide direct technical service support on-site when required.
MAIN JOB DUTIES/RESPONSIBILITIES
Leadership & Team Development
Lead, coach, and support a team of approximately 11 travelling service engineers across multiple European and Middle East countries
Create a positive, inclusive, and performance-driven team culture with 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 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 travelling 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 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:
Meets purpose, and every project is guided by the desire 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.
*The interview will be conducted in English
*The employee will be 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
We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 110 countries through our own presence in 30 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.