Field Service Support Lead

Dover Corporation • Rosenberg, TX

5d • Hybrid

About The Position

The Field Service Support Lead serves as a senior technical resource and subject matter expert for billable field service and technical support activities related to FW Murphy control panels, automation systems, and engineered solutions. This role provides advanced troubleshooting, customer support, commissioning assistance, and coordination support for field service operations. This position acts as a key liaison between customers, Engineering, Sales, Operations, and Technical Support teams to ensure timely issue resolution and high-quality customer service. In addition to serving as a technical escalation resource, the role assists with service coordination activities, supports field personnel, and contributes to process improvement and operational efficiency initiatives. This role requires a highly experienced professional capable of independently managing complex technical issues, supporting critical customer needs, and providing leadership through technical expertise, mentorship, and cross-functional collaboration. This position provides opportunities for progressive leadership development through mentoring responsibilities, cross-functional collaboration, and increasing involvement in service operations support activities.

Requirements

• Minimum of 15 years of experience in field service, technical support, controls engineering, automation systems, or related industrial environments.
• Demonstrated ability to independently manage complex technical troubleshooting and customer support situations.
• Strong understanding of industrial control systems, PLCs, HMIs, instrumentation, electrical systems, and automation technologies.
• Ability to troubleshoot complex technical and system related issues in both field and remote support environments.
• Ability to read and interpret electrical schematics, wiring diagrams, panel layouts, and technical documentation.
• Strong root-cause analysis, troubleshooting, problem-solving, and decision-making skills.
• Strong organizational and coordination skills with the ability to manage multiple priorities and support field service activities in a fast-paced environment.
• Strong communication and customer service skills with the ability to professionally support challenging customer situations.
• Willingness and ability to travel up to 35%.
• Ability to support occasional after-hours customer or operational needs as required.

Nice To Haves

• Associate or bachelor’s degree in engineering, Electronics, Industrial Technology, Automation, or related technical field preferred.
• Experience supporting industrial control panels, engine/compressor applications, or related automation systems preferred.
• Experience mentoring or providing guidance to technical team members preferred.
• Experience supporting field service operations, customer support activities, or technical service coordination preferred.
• Familiarity with service documentation, expense reporting, and operational support processes preferred.
• Exposure to operational leadership, workload coordination, or service coordination activities preferred.

Responsibilities

• Provide advanced technical support for control panels, PLCs, HMIs, instrumentation, electrical systems, and automation technologies.
• Serve as the technical escalation resource for complex customer and field support issues.
• Support customer startup, commissioning, diagnostics, troubleshooting, and field issue resolution activities both remotely and on-site.
• Provide day-to-day support and technical guidance to Field Service Engineers and technical support personnel.
• Assist with coordination of field service schedules, customer support requests, and service activities.
• Support customer communication related to technical issues, support requests, and service activities.
• Partner with Engineering, Sales, Operations, and Technical Support teams to support issue resolution and service execution activities.
• Assist in reviewing service documentation, expense reporting, and project records for completeness and accuracy.
• Support service execution activities by coordinating with internal teams as needed to ensure timely customer support and project completion.
• Help maintain accurate records related to service activities, technical support cases, and project completion.
• Assist in resolving escalated customer concerns related to equipment issues and service support levels.
• Mentor and provide technical guidance to Field Service Technicians and Support Engineers.
• Support knowledge transfer initiatives, technical training, and development of service documentation and best practices.
• Contribute to continuous improvement initiatives related to service operations, documentation, communication, and customer support processes.
• Build and maintain strong customer relationships through professional communication and technical expertise.
• Ensure compliance with company safety policies, procedures, and customer site requirements.
• Travel to customer sites as needed for startup support, troubleshooting, commissio9ning, and customer support activities.

Benefits

• 401(k) savings plan with employer contributions
• medical, dental and vision insurance
• wellness programs
• health savings account
• health care and dependent care flexible spending accounts
• company paid short-term disability and long-term disability
• company paid employee basic life and AD&D insurance
• supplemental employee and dependent life insurance
• optional accident, hospital indemnity and critical illness insurance
• adoption, surrogacy, and fertility benefits and assistance
• commuter benefits
• parental, military, jury duty, and bereavement leaves of absence
• paid time off, including business travel services
• employee discounts
• employee assistance program that includes company paid counseling sessions and legal services

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree