Field Services Manager

About the Role

This position oversees and manages the design, development, and implementation of field services activities, including field installation, technical training, and customer support. The role provides guidance to customer personnel in establishing operation, maintenance, and inspection procedures and interprets, executes, and recommends modifications to organizational policies. Responsibilities are typically accomplished through subordinate management, with decisions impacting project outcomes, schedules, and expenditures.

Representing APS Product Lines within GA-EMS, this role covers:

• RMS (Radiation Monitoring Systems) located in nuclear power plants
• Perses (industrial supercritical water oxidation) technologies for the destruction of PFAS by-products
• Gulftronic® electrostatic separators that remove FCC catalyst fines from refinery slurry oils
• TRIGA (Training, Research, Isotope, General Atomics) reactors found in universities and government labs

Responsibilities

• Manages activities, work schedules, and priorities of assigned management, professional, and support staff to ensure projects are completed on schedule and within budget.
• Represents the organization with customers to plan field installations, repairs, and spares inventories.
• Develops and implements systems to track repairs and spares inventories; analyzes data to monitor usage and anticipate future needs; provides customer sales support.
• Develops and executes solutions to complex technical problems in accordance with product and customer specifications.
• Conducts briefings and participates in technical meetings for internal and external representatives.
• Establishes operating policy and procedure; interprets, executes, and recommends modifications to organizational policies.
• Manages the planning, selection, retention, and development of human resources to ensure staff availability.
• Assesses employee performance, participates in appraisals, and reviews, approves, and signs employee time cards.
• Implements configuration changes in products and supports field upgrades and operations.

Team Responsibilities

• Actively participates in FAT (Factory Acceptance Test), SAT (Site Acceptance Test), and installation oversight for RMS, Gulftronic®, Perses, and TRIGA.
• Configures equipment, including loading software, testing operation, and making modifications per contract specifications.
• Provides on-site software/firmware installation and configuration support for customers.
• Ensures systems operate within expected parameters.
• Assesses product needs according to specifications and recommends solutions to customers.
• Analyzes equipment failures to determine causes and recommend corrective actions.
• Writes and reviews trouble reports, failure and casualty reports, test documentation, and procedures in accordance with product and customer specifications.
• Designs, develops, and conducts customer training classes on system functionality, operation, maintenance, and basic troubleshooting.
• Receives Field Change Order (FCO) notifications from the Account Manager and provides preliminary technical scope of changes to the Program Solutions Engineer.
• Provides off-site and after-hours phone support for customers.
• Possesses general knowledge of and experience with Programmable Logic Controller (PLC) and Human Machine Interface (HMI) systems.
• Updates the Customer Relationship Management (CRM) database with information related to field service projects.
• May function in an advisory or leadership role, providing direction to less experienced professional staff.
• Serves as company liaison with customers on technical matters for assigned projects.
• Observes all laws, regulations, and other applicable obligations wherever and whenever business is conducted on behalf of the company.

Qualifications

Typically requires education or formal training equivalent to a Bachelor’s degree in a technical field and eleven or more years of progressively complex experience in engineering. Additional professional experience may substitute for education.

Skills

• Extensive technical understanding of engineering and field service principles, concepts, theory, regulations, and practices.
• Comprehensive leadership skills, including organizing, planning, budgeting, scheduling, and coordinating workloads to meet deadlines or milestones.
• Ability to understand new concepts quickly and apply them accurately in an evolving environment.
• Ability to identify, analyze, interpret, and resolve complex management and technical problems.
• Excellent verbal and written communication skills to document, report, and present findings accurately.
• Excellent interpersonal skills to effectively interface with all levels of employees, senior management, and external representatives.
• Ability to maintain the confidentiality of sensitive information.
• Strong computer skills.
• Ability to work independently and lead in a team environment.
• Willingness to work extended hours and travel as required.

Pay

Salary range: $90,930 - $162,788