Field Service Staff Manager

About the role

Lead and manage Field Service Technicians and Work Preparators within the assigned service region, ensuring operational excellence, safety, and customer satisfaction.

Responsibilities

• Direct management regarding to quality of work; profitability; target agreements; employee development; EHS and customer satisfaction.
• Responsibility for classification according to the qualifications of the service technicians in the service region.
• Responsibility for the quality of work execution of commissioning; repairs, overhauls and warranty procedures across all product lines in the service region, in close cooperation with the WP.
• Collaboration in the strategic planning of the service region.
• Ensuring compliance with the work safety guidelines of all subordinate employees and contractors or external companies employed in the service region.
• Supporting the Service Sales Managers by developing and introducing standardized processes.
• Collecting and forwarding feedback from service technicians and customers to Service Center Managers and Service Area Managers in order to improve the reputation on the market.
• Working closely with the Service Area Managers to ensure that customer requirements are met by providing a high quality, timely service (e.g. on-site spare parts delivery, new business opportunities).
• Cost optimization of service calls and fulfilment of service contract requirements.
• Escalation of complex technical issues to the Help Desk.
• Implementation of and compliance with all safety-relevant requirements (EHS, EHS audits, escalation of EHS relevant topics to responsible parties).
• Increase customer satisfaction by ensuring fast response times and provision of the necessary service know-how.
• Management of the subordinate employees according to target agreements and employee development.

Requirements

• A high school diploma or GED.
• Completed technical or electrical/electronic vocational training.
• Several years of experience in the electrical and/or mechanical field.
• Proven experience leading a team of technicians.
• Business fluency in English.
• Strong technical background.
• Confident user of Oracle and Microsoft applications.
• Willingness to travel up to 30% for customer and employee audits.
• Residency in the DFW/Abilene area or willingness to relocate.

Desired Qualifications

• Experience in plant engineering or the energy/power generation sector.
• Experience in service management, especially with reciprocating engines.
• Knowledge of Jenbacher gas engine series.
• Knowledge of business administration.
• Experience with coaching and onboarding new employees.

Soft Skills

• Strong leadership and team motivation abilities.
• High degree of flexibility and resilience.
• Excellent communication and interpersonal skills.
• Strong analytical and process optimization mindset.
• Customer-oriented with effective problem-solving skills.
• Ability to negotiate and influence stakeholders.
• Commitment to continuous improvement and learning.
• High integrity and professionalism.

What We Offer

• Opportunity to lead a dynamic service team in a growing industry.
• Professional development and training.
• Supportive and collaborative work environment.
• Comprehensive benefits package including health, dental, and vision insurance, a 401(k) retirement plan, and voluntary long-term disability and life insurance.
• Company-paid short-term disability and basic life insurance.
• Tuition reimbursement and a fitness reimbursement program.