Technical Services Manager - Controls & Automation Solutions in United

Job Description

Position Overview

This role leads and manages the Technical Services organization for the Worldwide Electric Controls & Automation Solutions business, including the areas of Technical Support, Warranty & Repair, Field Service, and Technical Training activities.

Key Responsibilities

Lead the Technical Services organization for Worldwide Electric's Controls & Automation Solutions business, including Technical Support, Warranty & Repair, Field Service, and Technical Training. Drive exceptional customer support, continuous improvement, and technical excellence across all after-sales service functions.

1. Technical Support Operations

• Lead Technical Support, Warranty, Repair Lab, Field Service, and Technical Training.
• Establish and maintain service standards, policies, procedures, KPIs, and best practices that drive operational excellence.
• Serve as the escalation point for complex technical and commercial issues, working directly with customers to ensure timely resolution.
• Drive continuous improvement in customer satisfaction, response times, support workflows, first-call resolution, and overall service performance.
• Develop and maintain technical documentation, knowledge management resources, and efficient spare parts and repair processes.

2. Customer Support & Field Service

• Own the warranty process, including claims administration, repair authorizations, vendor coordination, reporting, and customer issue resolution.
• Develop and maintain an authorized service partner program to ensure responsive field service and repair capabilities.
• Coordinate field service resources between internal and 3rd part partners.
• Ensure timely resolution of customer issues while capturing trends to improve products, documentation, and service processes.

3. Technical Leadership

• Lead product failure analysis and root cause investigations, coordinating with customers, suppliers, and engineering to implement corrective actions.
• Support Sales, Engineering, Product Management, and Operations.
• Provide technical guidance on Drives, Soft Starters, Controls, and UL508A Panels.
• Recommend corrective actions and product improvements.
• Collaborate with Product Management on technical documentation, troubleshooting guides, FAQs, etc., to improve support and reduce resolution time.

4. Team Leadership

• Hire, coach, and develop technical personnel.
• Conduct performance reviews and establish development plans.
• Develop technical and customer service training programs.

• 5. Business Leadership
• Develop technical service strategies aligned with business objectives.
• Manage department budgets and staffing.
• Partner with Product Management, Sales, Engineering, and Manufacturing to improve customer support and product performance.

Minimum Qualifications

• Strong technical knowledge of variable frequency drives, soft starters, motor controls, industrial control panels, and UL508A applications.
• Bachelor's degree in Electrical Engineering, Engineering Technology, or related work experience in lieu of degree.

Qualifications

• 3+ years of experience leading Technical Support, Field Service, Warranty, or Application Engineering in industrial automation or electrical products, handling customer escalations and service operations.
• Demonstrated experience with root cause analysis, warranty administration, and corrective action processes.
• Experience developing service KPIs, technical documentation, and continuous improvement initiatives.
• Ability to work effectively with customers, distributors, suppliers, engineering, operations, and sales.
• Strong leadership, communication, coaching, and organizational skills.