Field Service Manager - Technical Support

Job Description Summary

Post Sales support regarding customer issues. This can include repairs (both returns and field), technical support or a field service or other service request Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results.

The job allows modification of procedures (if validated by a formal approved derogation) and practices covering work if the end results meet standards of acceptability (quality, volume, timeliness etc.).

Job Description

Key Responsibilities

• Support the resolution of post-sales technical customer issues.
• A job at this level requires a people leader with ability to hire and develop talent. Includes direct people management responsibility including staffing and performance development. Utilizes in-depth knowledge of technical discipline and analytical thinking and technical experience to execute policy/strategy.
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market.
• Uses some judgment and has some ability to propose different solutions outside of set parameters to address more complicated manufacturing processes with technical variety and/or interdependent production cycles. Uses technical experience and analytical thinking. Use multiple internal and limited external sources outside of own teams to arrive at decisions.
• Acts as a resource for colleagues with less experience. May lead small projects with low risks and resource requirements. Explain information; developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues.

Required Qualifications

• Bachelor's degree from an accredited university or college, or equivalent significant experience
• Minimum of 10 years’ experience on Gas Insulated Switchgear (GIS) in the field or 5 years as GIS technical coordinator or 5 years on GIS Project Management.
• Demonstrated leadership and project oversight skills.
• Effective communication skills in English
• This role requires up to 20% travel
  

Desired Characteristics

• Having strong existing network or the ability to proactively develop new professional connections.
• An understanding of power transformers is desirable.
• Clear communicator who excels in customer-facing environments.
• Skilled problem-solver capable of close project oversight, ensuring that all documentation, planning, and execution phases
• Ability to build consensus through diplomatic engagement, coupled with established project management skills
  
  

Additional Information