Field Service Manager

About the role

Reporting to the Global Product Line Director - Service, Software & Metering, the Field Services Manager will lead and develop a team of field service professionals supporting critical power infrastructure and mission-critical customer environments.

Responsibilities

• Build a high-performing, engaged Field Service team through coaching, mentoring, performance management, and career development.
• Foster a culture of accountability, safety, customer focus, and continuous improvement.
• Ensure safe, consistent, and high-quality execution of commissioning, maintenance, troubleshooting, and emergency service activities.
• Maintain operational readiness and responsiveness to customer needs.
• Develop trusted relationships with customers and serve as the primary escalation point for service issues.
• Drive customer satisfaction, retention, and long-term partnership growth.
• Optimize technician scheduling, capacity planning, utilization, and coverage to meet customer and business requirements.
• Ensure appropriate staffing and skills are available to support current and future demand.
• Identify competency gaps and implement technical training, certification, and development plans.
• Build a pipeline of future technical and operational leaders.
• Use data and KPIs to drive productivity, quality, responsiveness, and profitability.
• Implement corrective actions and continuous improvement initiatives.
• Partner with Engineering, Product Management, Quality, Manufacturing, Sales, and Project Management to resolve customer and operational issues.
• Drive field feedback into product and process improvements.
• Champion a zero-incident safety culture.
• Ensure compliance with company policies, customer requirements, and regulatory standards.
• Support service revenue growth through strong customer relationships, service execution excellence, and identification of service opportunities.

Requirements

• Bachelor's degree in Engineering, Business, Operations Management, or a related discipline, or equivalent combination of education and relevant field service leadership experience.
• 3+ years of people leadership experience within field service, commissioning, electrical infrastructure, critical power, industrial services, or related technical environments.
• Demonstrated success leading and developing technical service teams in customer-facing environments.
• Strong understanding of electrical power distribution systems, critical power infrastructure, commissioning, maintenance, and troubleshooting practices.
• Experience managing operational performance through KPI-driven decision making.
• Proficiency with Microsoft Office and field service management systems.
• Ability to travel up to 50%.