Field Service Engineering Manager

Hitachi•Holland, MI

2d•Onsite

About The Position

The Field Service Engineering Manager leads a customer-focused engineering services team at JR Automation in Holland, Michigan. The manager oversees daily operations, resource planning, and service delivery to meet business and customer expectations for timing, quality, and cost. The role includes team leadership, coaching, training, utilization management, and fostering a collaborative, high-performance culture. The manager is accountable for the group’s P&L, budgets, revenue projections, and cost controls, and uses performance data to improve efficiency and productivity. The role also involves developing customer relationships, supporting quotes and sales initiatives, representing Customer Services at trade association meetings, and partnering with internal stakeholders to improve products and services. Limited travel may be required, up to 35%.

Requirements

5–10 years of experience in customer management.
Strong verbal and written communication skills.
Experience working in a manufacturing environment.
Strong automation, mechanical, and electrical knowledge.
A proven record of successfully leading a team.
Intermediate proficiency in Microsoft Office Suite.

Nice To Haves

Experience in automation or robotics preferred.
Experience in controls desirable.
Intermediate proficiency in Microsoft Project preferred.

Responsibilities

Plan, direct, organize, and control Engineering Services operations and related costs.
Manage daily operations and plan the use of materials and human resources to meet customer requirements and business needs.
Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and identify opportunities for cost reduction and program improvement.
Provide feedback to internal stakeholders to improve JR Automation products and services.
Communicate with customers about service and build processes, including timing, quality, and cost.
Drive process improvements to optimize efficiency.
Review market analyses to identify customer needs and volume potential and develop sales campaigns aligned with company goals.
Represent the company at trade association meetings to promote JR Automation Customer Services.
Contribute to financial planning, including headcount, revenue projections, and expenditures.
Analyze and control organizational expenditures to meet budget requirements.
Coordinate with the Customer Service Business Development Manager and sales teams to achieve sales targets.
Communicate company policies and hold employees accountable to expectations.
Set employee expectations and provide ongoing feedback and coaching, including during annual performance reviews.
Foster teamwork through leadership, encouragement, experience, and training.
Support team members in achieving high performance suited to their skills and abilities.
Manage the group P&L and monitor related costs.
Manage the training budget and ensure the team is properly trained.
Maintain utilization in line with established budgets.
Develop and maintain relationships with current and prospective customers.
Assist with quotes and develop solutions tailored to customer needs.
Travel as required, up to 35%.