Senior Manager Global Product Service

Twin Disc, Incorporated•Mount Pleasant, WI

2d•Hybrid

About The Position

Twin Disc is a leading designer, manufacturer, and distributor of power transmission technology for marine and industrial applications worldwide. We are seeking a strategic, customer-focused, and technically strong Senior Manager, Global Product Service to lead our global service organization supporting multiple product lines. This critical leadership role is responsible for developing and executing a global service strategy that delivers exceptional customer support, drives operational excellence, and strengthens Twin Disc's reputation for quality and reliability. The Senior Manager will oversee field service operations, technical support, warranty administration, technical publications, and training programs while partnering closely with Engineering, Manufacturing, Sales, and Quality teams across the globe.

Requirements

Bachelor of Science degree in Mechanical Engineering, Electrical Engineering, or a related technical discipline.
Equivalent combinations of education and experience may be considered.
10+ years of progressive experience in field service, product application engineering, product design, testing, or related technical functions.
Demonstrated leadership experience managing technical teams and customer-facing organizations.
Expertise in: Gearing systems, Clutches, Electronics, Hydraulic systems, Material and manufacturing processes
Strong analytical and troubleshooting capabilities.
Ability to diagnose complex product, installation, and application issues.
Ability to communicate technical concepts clearly to both technical and non-technical audiences.

Nice To Haves

Experience leading multi-site or global service operations is preferred.

Responsibilities

Develop and implement a global service strategy aligned with business objectives and customer expectations.
Build organizational capability and resource plans to support growing global customer demands.
Standardize service processes and best practices across all regions.
Drive continuous improvement initiatives focused on customer satisfaction, responsiveness, and operational efficiency.
Serve as the senior escalation point for complex customer concerns and technical challenges.
Collaborate with customers, distributors, and internal stakeholders to achieve effective issue resolution.
Maintain strong customer relationships and advocate for solutions that balance customer needs with business objectives.
Conduct customer and distributor visits to discuss product support, performance, service responsiveness, and warranty matters.
Lead and oversee field service teams and service-related activities across all locations.
Facilitate cross-functional problem-solving efforts involving product quality, design improvements, installation challenges, and service performance.
Ensure field service teams have the tools, knowledge, and resources necessary to support customers effectively.
Oversee the global warranty function and establish consistent warranty management practices.
Review and resolve complex warranty claims and coverage questions.
Monitor warranty trends and work with Engineering and Manufacturing to address root causes.
Lead the global technical training program, including curriculum development, training delivery, demonstration equipment, attendance, and budget management.
Develop and lead a high-performing team through effective coaching, mentoring, and performance management.
Manage 4-10 direct reports across service, warranty, training, and technical documentation functions.