Service Site Leader
About The Position
This role requires strong technical competence in transportation test systems or automated industrial machinery, combined with proven leadership capability and a proactive, customer-first approach. The Service Site Leader will lead and manage the on-site field service team, serve as the primary Ascential Care point of contact for the customer, and oversee all planned and corrective maintenance activities. Responsibilities include monitoring equipment uptime, reviewing service reports, coordinating spare parts, escalating technical issues, conducting service review meetings, ensuring safety compliance, and supporting team development. The role also involves contributing to commercial activities, identifying upgrade opportunities, providing site performance reports, and supporting new equipment onboarding.
Requirements
- Demonstrated technical expertise in electromechanics, mechatronics, or automated industrial systems, with specific experience in transportation test equipment preferred.
- Proven experience leading or supervising a technical field service team.
- Strong customer relationship management skills with the ability to represent Ascential Care professionally at senior customer levels.
- Ability to analyze equipment performance data and develop corrective action plans.
- Excellent communication and reporting skills.
- Experience with PLC and HMI platforms (Allen Bradley, Siemens, or equivalent).
- Working knowledge of health, safety, and environmental requirements in industrial customer site environments.
- Proficiency in Microsoft Office suite and CRM/service management platforms.
- Must maintain a valid drivers license.
- Ability to obtain a passport for international travel if required.
Nice To Haves
- Bachelor's degree or technical diploma in Electrical Engineering, Mechatronics, or related field; equivalent experience accepted.
- Experience with Salesforce Service Cloud or equivalent field service management platform.
- Prior experience in a service site leadership or field service management role within industrial automation or transportation test systems.
- Commercial awareness and experience contributing to service contract negotiations or renewals.
- Experience delivering performance reporting and presenting to customer management.
- Familiarity with transportation sector test systems (end-of-line, ADAS, powertrain, or equivalent).
Responsibilities
- Lead and manage the on-site field service team, including scheduling, performance oversight, and day-to-day team coordination.
- Serve as the primary Ascential Care point of contact for the customer at the designated site(s), managing the service relationship and ensuring customer expectations are met.
- Oversee all planned and corrective maintenance activities at the site, ensuring work is completed safely, on time, and to specification.
- Monitor and manage equipment uptime and availability metrics, proactively addressing recurring issues or downtime trends.
- Review and approve service reports for accuracy, completeness, and compliance with Ascential Care standards.
- Coordinate spare parts availability and consumption at site level in collaboration with the Spare Parts CSR and Mission Coordinators.
- Escalate unresolved technical issues to In-House Engineering or development teams and track resolution.
- Conduct or facilitate regular service review meetings with the customer and provide performance data and improvement plans.
- Ensure all team members comply with site-specific health, safety, and environmental requirements.
- Conduct on-site risk assessments and enforce Ascential Care safety standards at all times.
- Support the identification and development of team members through coaching, training coordination, and performance feedback.
- Contribute to commercial activities at the site including contract renewal discussions, scope extensions, and additional service offerings.
- Identify and report opportunities for equipment upgrades, spare parts packages, and digital service tools such as Ascentialytics.
- Provide regular site performance reports to the Regional Service Operations Director.
- Support onboarding of new equipment, products, or services at the customer site.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
