Sr. Manager, Service - Automation

WEG Electric Corp•Duluth, GA

12d

About The Position

The Sr. Manager, Service - Automation leads all after-sales operations for the Automation business, including warranty, field service, customer service, repair operations, and technical support. This role ensures operational excellence, customer satisfaction, and business growth by developing high-performing teams, optimizing processes, and aligning service strategy with commercial and product-line objectives.

Requirements

Bachelor's degree in Electrical Engineering, Mechanical Engineering, Automation, or a related field; or an equivalent combination of education and relevant experience in an electrical or mechanical discipline.
Deep technical knowledge of panels, drives, soft starters, MV/LV systems, and industrial automation.
Proficiency with service-management tools, CRM/ERP systems, and digital service platforms.
Solid understanding of industrial applications, commissioning, and troubleshooting.
Knowledge of project management, process mapping, and continuous improvement methodologies such as Lean or Six Sigma.
Familiarity with call center operations, customer experience frameworks, and Field Service Operations.
Strong attention to detail, organizational skills, and time management.
Demonstrated leadership, analytical, and problem-solving capabilities.
Effective communication skills and customer-focused approach.
Self-motivated with demonstrated initiative and collaborative work style.
7+ years of experience in service support within electrical engineering, power, or automation technology.

Nice To Haves

Knowledge of IEC, UL 508A, NFPA 70, NEC, and NEMA standards
Experience with SAP, Salesforce, Power BI, or similar ERP/CRM platforms
Project Management Professional (PMP) certification
Lean Six Sigma Green Belt or higher
Proven experience leading field service teams, technical support groups, or after-sales operations
Experience with industrial automation manufacturers

Responsibilities

Define and execute the Automation Service strategy across Field Service, Technical Support, Repair Lab, Warranty, and Customer Service.
Establish KPIs and service-level targets for response time, quality, productivity, and customer satisfaction.
Lead continuous improvement initiatives to enhance service delivery, reduce downtime, and optimize resource utilization.
Represent Service in strategic customer meetings, technical reviews, and business planning sessions.
Act as the senior liaison between Service, Sales, Engineering, Product Management, Quality, and global factory aftermarket leadership.
Develop productive and expansive relationships with manufacturing location contacts and counterparts.
Ensure seamless communication between Field Service, Technical Support, Repair Lab, and Project Management teams.
Oversee coordination of commissioning activities, site readiness, and multi-party alignment for MV/LV projects.
Serve as the highest escalation point for severe technical issues, customer escalations, and high-impact failures.
Provide guidance to Field Service Engineers, Technical Support Engineers, and Repair Specialists during complex troubleshooting.
Oversee advanced diagnostics, failure analysis, and corrective action plans.
Mentor supervisors, lead engineers, and specialists to build a strong leadership pipeline.
Define competency requirements and lead technical and soft-skills training programs.
Recruit, assess, train, and develop team members across all service functions.
Oversee scheduling, resource allocation, commissioning readiness, and 24/7 escalation procedures.
Support workload balancing and assignment of Field Service Engineers based on skill and project requirements.
Oversee the Technical Support team's handling of escalated cases, remote diagnostics, and customer communication.
Ensure the Repair Lab executes accurate evaluations, testing, warranty determinations, and refurbishments.
Lead warranty lifecycle management, including claims, root-cause analysis, factory communication, and customer reporting.
Coordinate quality reviews and failure analyses with internal and external teams.
Oversee reporting of field defects, failure trends, and systemic issues to global factories.
Support sales with service offerings such as commissioning packages, maintenance contracts, and digital services.
Manage commercial negotiations related to service scope, change orders, and escalations.
Maintain long-term, value-based relationships with key accounts.
Ensure compliance with WEG policies, safety standards, and industry regulations.
Promote a culture of safety, accountability, and high performance across all service teams.
Perform other duties and tasks as assigned.