Director of Technical Services

Infinitum•Austin, TX

1d•Onsite

About The Position

We are seeking a Director of Technical Services to lead the technical backbone of our field service, commissioning, and customer support operations across the Commercial & Industrial (C&I) market. This person will be the senior technical authority for our motor, drive, and control system products — owning everything from field troubleshooting escalations and startup/commissioning through technician development and long-term service process improvement. This is a hands-on leadership role that blends deep technical expertise in 480VAC industrial motors, Variable Frequency Drives (VFDs), HVAC systems, and control systems with the people-leadership skills to build, mentor, and scale a high-performing team of technicians and engineers. You'll partner closely with Engineering, Product, Sales, and Quality to reduce field failures, shorten resolution times, and turn service data into product and process improvements.

Requirements

Bachelor's degree in Electrical Engineering, Mechanical Engineering, Electromechanical/Industrial Technology, or a closely related field — or equivalent Industrial or Military experience.
8+ years of progressive technical experience with industrial electromechanical systems, including 3+ years leading or managing technicians and/or engineers
Deep, hands-on expertise with 480VAC (3-phase) industrial motors and Variable Frequency Drives (VFDs) — installation, commissioning, troubleshooting, and repair
Strong working knowledge of HVAC systems and control systems (PLC/BMS, sensors, and communication protocols such as MODBUS and BACnet)
Demonstrated ability to read and interpret electrical schematics, wiring diagrams, and mechanical drawings, and to diagnose from expected voltage/current readings
Proven experience developing and delivering technical training and building service processes in a manufacturing environment
Experience serving the Commercial & Industrial (C&I) market with a strong customer-facing orientation
Willingness to travel to customer and field sites as required (estimated [25–40%])

Nice To Haves

Experience with power electronics, motor drives, or integrated motor-drive products
Familiarity with relevant standards — NEC, NEMA, AMCA 204, IEEE 519 — and their application to service and commissioning
Background in process development / continuous improvement methodologies (8D/RCCA)
Experience with field-service management and ERP/PLM systems for service tracking and warranty management
Experience building certification programs or technical academies for field technicians

Responsibilities

Serve as the technical escalation point for complex field issues involving 480VAC industrial motors, VFDs, HVAC equipment, and integrated control systems
Diagnose and resolve challenging electromechanical, drive, and controls problems — from motor bearing/winding failures and shaft voltage issues to VFD faults, harmonics, and communication (MODBUS/BACnet) faults
Provide expert guidance on wiring diagrams, expected voltage/current readings, and root-cause analysis to technicians and customers in the field
Interpret and apply relevant industry standards (e.g., NEC, AMCA, IEEE 519, NEMA) to service practices and customer guidance
Lead, mentor, and grow a team of field Service Technicians and Field Engineers, setting clear performance expectations and career development paths
Manage staffing, scheduling, dispatch, and workload balancing to meet service-level commitments across multiple regions and customers
Conduct performance reviews, coaching, and skills-gap assessments to continuously raise the technical bar of the team
Build a culture of safety, accountability, and customer-first problem solving
Design and deliver technical training programs, hands-on labs, and certification paths for field technicians on motors, drives, HVAC, and control systems
Develop instructor guides, lab checklists, troubleshooting scenarios (with wiring diagrams and expected readings), and certification assessments
Keep training content current with new product releases, firmware/software updates, and evolving industry standards
Onboard new technical hires and validate readiness before independent field deployment
Establish, document, and standardize service processes — commissioning/startup procedures, preventive maintenance protocols, troubleshooting workflows, and RMA/warranty handling
Analyze field service and warranty data to identify failure trends and drive corrective actions with Engineering and Quality
Define and track key service metrics (first-time-fix rate, mean-time-to-resolution, response time, callback rate) and lead initiatives to improve them
Champion feedback loops that turn field learnings into product design, reliability, and documentation improvements
Partner with Engineering and Product teams to support new product introduction (NPI), field-readiness reviews, and design-for-serviceability
Work with Sales and Application Engineering to support pre-sale technical scoping and post-sale customer success in the C&I market
Act as the senior technical liaison to key customers, contractors, and OEM partners during commissioning, escalations, and audits
Collaborate with Quality on root-cause/corrective-action (RCCA) and continuous improvement programs