Director of Technical Services

Ametek, Inc.•Westlake, OH

20h

About The Position

The Director of Technical Services leads Struers’ technical service department, managing in-house and field service personnel across the United States and Canada. The role works with customers, vendors, and Struers personnel at all levels to grow the service business, improve operational efficiency, and increase customer satisfaction. The position defines and executes plans aligned with corporate objectives and KPI targets, develops service offerings to meet customer requirements, and contributes to best practices across the global Struers Service organization. It also participates in implementing a global ERP service solution; oversees service operations, relevant equipment standards, and ISO 17025-aligned calibration processes; and develops the service team through training, knowledge sharing, and continuous learning. The role analyzes product service data to support problem resolution, equipment improvements, future product development, and feedback to manufacturing sites. Success is measured by increasing service sales and meeting KPIs for efficiency, profitability, and targeted NPS results. The position requires extensive automobile and air travel, including overnight and international travel as needed.

Requirements

A bachelor's degree is preferred; the minimum acceptable qualification is an associate degree in Electrical Engineering.
Previous service management experience is required.
Ability to travel overnight within the assigned geographic territory and internationally as required.
Strong leadership skills and ability to create a positive, committed service organization locally and globally.
Business-minded approach and understanding of the strategic importance of technical service.
Ability to work effectively as a global team player and collaborate with colleagues worldwide.
Structured and analytical approach to problem solving, with strong attention to detail.
Excellent organizational skills and ability to prioritize projects and tasks effectively.
Excellent verbal and written communication skills.
Ability to communicate effectively with customers, vendors, and internal stakeholders at all levels.
Technical knowledge of electronics, pneumatics, and hydraulics.
Strong mechanical aptitude.
Excellent IT skills.
Proficiency with ERP systems, Microsoft Word, PowerPoint, Excel, and Outlook.
Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and reduce costs, including identifying appropriate use cases and critically evaluating AI-generated outputs.
Ability to travel extensively by automobile and airplane, including overnight travel.
Ability to sit and work at a computer for extended periods.
Ability to stand for extended periods as required.

Nice To Haves

Bachelor's degree.
Previous hands-on field service engineer experience.
Experience with ERP or CRM service management systems.
Experience implementing ISO and/or ASTM standards.
Experience with BAAN ERP systems.

Responsibilities

Define and execute a business plan to achieve strategic corporate objectives and KPI targets related to growth, profitability, efficiency, and customer satisfaction.
Continuously evaluate and develop the service business to meet customer requirements.
Contribute to best practices within the global Struers Service organization.
Participate in implementing a global ERP service solution.
Lead and manage the technical service department, including eight direct reports from in-house and field service personnel.
Establish processes and procedures that support business objectives, customer responsiveness, and departmental efficiency.
Serve as a liaison between customers and the organization for service-related matters.
Manage applicable equipment standards, including UL, CSA, and other relevant requirements.
Implement and manage calibration processes for testing equipment in accordance with ISO 17025 requirements.
Develop and implement ongoing technical service training programs.
Foster knowledge sharing and continuous learning among service personnel.
Provide leadership that promotes a positive, dedicated, high-performing service organization.
Compile and analyze product service data to support problem resolution, equipment improvement, future product development, and feedback to manufacturing sites.
Support continuous improvement initiatives that enhance service quality and operational performance.
Increase service sales and achieve KPIs related to efficiency, profitability, and targeted NPS results.