Field Service Support Manager (MAP25417)

TMEIC Corporation Americas•Brookshire, TX

About The Position

Description Job # MAP25417 Job Title Field Service Support Manager Office Location Brookshire, TX preferred Business Function/Department Power Electronics Systems / Quality & EHS Sales Territory, if applicable General Role Description Manage the Business Unit’s (BU) field service support team to drive effective analysis and resolution of client service matters Role Accountabilities - Build and lead a team of committed and capable employees to deliver effective resolution of client issues - Serve as the primary point of contact and escalation for Technical Service Engineer inquiries - Evaluate client issues and product quality concerns and coordinate resolution, escalating to the immediate manager as necessary - Plan, schedule, and assign field service personnel to client sites using appropriate methodologies and managing scheduling conflicts as needed - Drive effective communication and process management to meet client expectations related to safety, quality, and delivery - Maintain accurate records of client interactions, service activity, issue resolution, and feedback - Coordinate troubleshooting of deployed product issues with engineering, testing, and quality control teams - Prepare, review, and present monthly service reports summarizing product issues, resolutions, and trends to management - Identify opportunities and provide recommendations to the BU to improve client service processes - Coordinate equipment orders, delivery logistics, and technician travel arrangements for service activities General Employee Accountabilities - Bring full effort to bear on tasks assigned by manager - Give manager best advice - Give earliest notice when work cannot be delivered as specified - Cooperate and collaborate with peers and interact cross-organizationally as specified by manager - Exemplify Company Core Values: Integrity, Client Focus, Team Orientation, and Personal Commitment - Comply with all Company policies, practices, and procedures and all regulations and laws - Recommend viable improvements proactively - Ensure effective utilization of business tools and processes Manager Accountabilities - Build and lead a team of committed and capable employees - Plan for, appropriately assign, resource, and integrate the work of the team - Lead, expect, and implement continuous improvement - Own the output of the team - Ensure team members fulfill functional and general employee accountabilities - Exercise effective managerial leadership to include - Two-way managerial team working - Fair and just treatment of direct reports - Context setting - Planning - Task assignment - Ongoing performance management - Coaching - Selection and orientation - De-selection and dismissal

Requirements

Bachelor’s degree in electrical, mechanical, industrial, computer engineering, or related field, or equivalent via education and/or work experience
3 years’ experience in production or quality management within the power electronics industry, including medium- and high-voltage products
Demonstrated successful working relationships with clients, suppliers, and other internal and external contacts
Demonstrated successful and positive personal leadership, interpersonal, organizational, administrative, and communication skills
Demonstrated continuous improvement in areas of responsibility
Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
Availability to travel, domestically and internationally, approximately 10%, sometimes with limited notice

Nice To Haves

Demonstrated experience managing quality control in a manufacturing environment, particularly with utility-scale PV inverters, UPS drives, MV drives, or similar products
Demonstrated ability to lead cross-functional teams
Demonstrated experience working in ISO 9001 environments with knowledge of quality management systems such as QT-9
Working knowledge of advanced quality control methodologies, testing tools, and digital quality platforms
Demonstrated experience in supplier quality management, including development and maintenance of strategic supplier relationships
Proficiency in Oracle business systems

Responsibilities

Build and lead a team of committed and capable employees to deliver effective resolution of client issues
Serve as the primary point of contact and escalation for Technical Service Engineer inquiries
Evaluate client issues and product quality concerns and coordinate resolution, escalating to the immediate manager as necessary
Plan, schedule, and assign field service personnel to client sites using appropriate methodologies and managing scheduling conflicts as needed
Drive effective communication and process management to meet client expectations related to safety, quality, and delivery
Maintain accurate records of client interactions, service activity, issue resolution, and feedback
Coordinate troubleshooting of deployed product issues with engineering, testing, and quality control teams
Prepare, review, and present monthly service reports summarizing product issues, resolutions, and trends to management
Identify opportunities and provide recommendations to the BU to improve client service processes
Coordinate equipment orders, delivery logistics, and technician travel arrangements for service activities