Service Manager – Field Operations

Key Responsibilities

• Lead, mentor, and develop the switchgear/power generation service team to achieve operational excellence and align with company growth objectives.
• Foster a proactive, safety-first, and customer-centric culture across all service operations.
• Act as a brand ambassador for Forgent Power service expertise and reliability.
• Develop and implement best practice service procedures, ensuring standardization across regions and projects.
• Align departmental goals with global service strategy to enable consistent and scalable operations.
• Plan and manage daily service activities including maintenance, repairs, commissioning, testing, and emergency response.
• Allocate personnel and resources effectively to meet contractual service-level agreements and response times.
• Oversee the management and execution of planned maintenance programs for low/medium voltage switchgear, generators, UPS systems, and control systems.
• Ensure service is delivered to the highest safety, quality, and efficiency standards.
• Develop and monitor KPIs and service performance metrics for service delivery teams.
• Manage service contracts with a deep understanding of technical and commercial obligations (e.g., response times, system uptime, warranty commitments, etc.).
• Support commercial reviews, budgeting, and cost control measures for the service department.
• Participate in customer meetings and reliability reviews, providing updates on service performance and improvement initiatives.
• Prepare, review, and present technical documentation such as field service reports, Start Up documentation, MOPs, and reliability analysis.
• Recruit, train, and develop service engineers and technicians, ensuring technical competence across power systems.
• Manage relationships with regional service partners and contractors to ensure availability of qualified resources.
• Conduct monthly reviews with third-party contractors to ensure compliance with Forgent Power safety and service standards.
• Ensure full compliance with Forgent Power’s Health & Safety policies across all field activities.
• Maintain up-to-date training and certification records for all service personnel.
• Support root cause investigations for recurring technical or quality issues, working closely with Engineering and Quality teams to implement permanent corrective actions.
• Work closely with Sales, Engineering, and R&D teams to support new product introductions and field trials.
• Identify recurring service issues and work cross-functionally to implement long-term engineering solutions.
• Use field data to drive predictive maintenance strategies and reliability improvements.
• Contribute to annual budget planning and continuous improvement initiatives across the service function.

Required Qualifications

• Minimum 5 years of experience in a similar Service Management or Field Operations role within switchgear, power generation, or critical power infrastructure industries.
• Proven experience managing field service operations, including preventive and corrective maintenance programs.
• Strong knowledge of low and medium voltage electrical systems, protection schemes, power distribution, and control systems.
• Experience in data center, industrial, or utility power environments preferred.
• Strong commercial and contract management acumen.
• Excellent leadership, communication, and people management skills.
• Demonstrated ability to prioritize and perform under pressure in complex, time-critical situations.
• Familiarity with ISO and safety compliance standards.
• Willingness to travel internationally as required.