Senior Manager, Service & Field Programs

Qualdoc•Marietta, OH

11d•$140,000

About The Position

We are seeking an experienced Senior Manager, Service & Field Programs to lead field service enablement, customer support operations, and technical escalation activities. This hands-on leader will guide a small internal service team while acting as the primary escalation point for complex field issues. This role includes developing documentation, training programs, and systems that empower internal teams and strategic service partners to perform installation, commissioning, preventative maintenance, and troubleshooting to company standards. The position also requires frequent on-site engagement to diagnose issues, implement solutions, and collect improvement feedback.

Requirements

Bachelor’s degree in Electrical or Mechanical Engineering preferred, or equivalent field experience.
7–10 years of experience in technical service, commissioning, or field engineering within electrical infrastructure, power distribution, data centers, or related industries.
Strong diagnostic and field repair capabilities for complex systems.
Proven experience developing technical documentation and training programs.
Excellent communication skills across customers, partners, and internal stakeholders.
Ability and willingness to travel 40–50%.

Responsibilities

Manage internal service resources and establish procedures, documentation standards, and performance accountability.
Serve as the primary liaison between the company and external service partners, ensuring alignment on training, service expectations, and escalation processes.
Develop and maintain “train-the-trainer” programs for partner service teams.
Oversee creation and maintenance of manuals, installation guides, troubleshooting charts, and certification tracking.
Act as the lead technical contact for customer complaints and field issues.
Lead or participate in triage calls to determine root causes and field actions.
Maintain strong communication between engineering, production, and customers during problem resolution.
Ensure accurate and timely documentation of service tickets, corrective actions, and field reports.
Support complex on-site start-ups, diagnostics, and repairs.
Lead critical field interventions and warranty investigations.
Capture field insights and provide feedback to engineering for continuous improvement.
Assist with prototype installations and new product validations.
Train and certify partner technicians to company standards.
Conduct on-site assessments of partner service performance.
Build strong working relationships with partner leadership to ensure alignment and responsiveness.