Mark Castro
Field Service Manager, Canada West (Bc, Ab, Sk) @Beckman Coulter Diagnostics
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WORK HISTORY
Field Service Manager, Canada West (Bc, Ab, Sk) @Beckman Coulter Diagnostics
Vancouver, BC, CA
Lead the West District Field Service organization, managing a team of 16 Field Service Engineers to deliver consistent, high‑quality service aligned with Beckman Coulter Diagnostics standards and customer expectations- Drive performance against key service KPIs including service response time, preventive maintenance completion, backlog management, quality, and customer satisfaction- Translate business and service strategy into clear objectives and priorities, ensuring alignment across the team and reinforcing a customer‑centric service culture- Provide day‑to‑day leadership, coaching, and performance management for Field Service Engineers, supporting technical growth, accountability, and professional development.Effectively manage complex and high‑impact customer escalations, partnering with cross‑functional teams to develop timely, practical, and creative solutions that protect customer relationships and long‑term business- Collaborate closely with Sales, Applications, and Customer Support to support customer retention, enable growth opportunities, and ensure a unified customer experience- Ensure compliance with Beckman Coulter quality systems, safety requirements, and regulatory standards (FDA, ISO, company SOPs)- Support change initiatives, process improvements, and system adoption to improve service efficiency, consistency, and team engagement across the district.
EDUCATION
British Columbia Institute of Technology
Bachelor of Technology (BTech), Electronics
British Columbia Institute of Technology
Diploma of Technology, Electronics Engineering Technology
ABOUT MARK CASTRO
I’m a technical leader with 20+ years of experience in electronics and biomedical technology, with a career built from hands-on field service into leading high-performing technical teams. I currently manage a team of field service technicians at Beckman Coulter Diagnostics, where I drive service delivery, system reliability, and customer success in the in vitro diagnostics space.My background is rooted in frontline technical work, which gives me a practical, systems-level perspective when leading complex initiatives. I’ve led large-scale instrument installations, coordinated cross-functional efforts, and ensured consistent execution in high-stakes healthcare environments where reliability is critical.While working full-time, I completed a Bachelor of Technology in Electronics Engineering, demonstrating long-term discipline and execution. I am also an Engineer-in-Training (EIT) with Engineers and Geoscientists British Columbia (2026), further strengthening my technical foundation.I specialize in: • Leading and developing field-based technical teams • Delivering complex hardware deployments and service programs • Translating operational and technical challenges into structured execution plans • Aligning field operations with broader business prioritiesI lead with accountability, clarity, and empathy. Whether supporting technicians, resolving critical issues, or coordinating deployments, I focus on delivering outcomes that matter—to customers, teams, and the organization.
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