Manager Technical Service

Wartsila • Houston, TX

7d

About The Position

We're looking for a Manager, Technical Service to lead a customer‑facing technical support team, ensuring high‑quality service delivery and customer satisfaction. You'll plan and steer day‑to-day operations, develop people and capabilities, and drive continuous improvement across processes, tools, and ways of working.

Requirements

• 5+ years experience in related field
• Bachelor's degree in engineering, technical discipline
• Proven experience leading technical customer service or field service operations in an industrial/technology environment.
• Strong knowledge of service delivery processes and escalation management; track record improving quality, efficiency, and customer satisfaction.
• People leadership: goal‑setting, coaching, performance management, and capability building.
• Effective cross‑functional collaboration and stakeholder communication (customers and internal partners).
• Continuous improvement mindset; comfortable leveraging data and modern service technologies.

Nice To Haves

• or equivalent experience preferred

Responsibilities

• Lead and develop technical customer service teams: set objectives, monitor performance, coach for growth, and ensure alignment with service standards and customer expectations.
• Implement and uphold service strategies, policies, guidelines, and operating plans to improve quality and efficiency.
• Prioritize and allocate resources to meet demand; develop capabilities, technical training, and succession pipelines.
• Own key customer relationships as the primary point of contact for escalations; coordinate cross‑functionally to resolve complex issues and enhance the end‑to‑end experience.
• Champion a customer‑centric, engaged team culture; drive continuous improvement using data, feedback, and new technologies.
• Ensure compliance with applicable regulations and company policies within the service domain.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees