Sr Manager, Technical Services

Culligan Quench•King of Prussia, PA

About The Position

The Sr. Manager, Technical Services serves as the primary technical bridge between Product Management, Field Service, Care, and M&A Integration at Quench. This role owns three interconnected functions: field readiness assessment for acquisitions, technical translation of new product, IoT, and program requirements into field and Care execution plans, and authoritative level-of-effort (LOE) scoping for field retrofit and change programs. This role operates with delegated authority from the SVP, Customer & Field Service on field readiness decisions and speaks on behalf of the field organization in cross-functional product and integration conversations. The right candidate combines deep technical knowledge of POU water, ice, and related equipment categories with strong analytical and project management capabilities.

Requirements

5+ years of experience in field service operations, technical program management, or service engineering in a B2B equipment rental or service environment
Demonstrated experience designing and standing up net-new operational frameworks or processes in ambiguous, fast-moving environments — this role builds its own playbooks as much as it executes them
Demonstrated ability to assess field technical capability gaps and translate them into structured training or operational plans
Experience working cross-functionally with product, operations, and supply chain teams
Strong analytical skills; ability to build and defend LOE estimates using data
Excellent written and verbal communication — must be credible with both field technicians and VP-level product and operations leaders
Willingness to travel to field markets for readiness assessments, M&A go-live support, and technician engagement

Nice To Haves

Direct experience with POU water, ice, or related equipment categories (Wellsys, Borg & Overstrom, Manitowoc, etc.)
Prior involvement in M&A integration, equipment fleet transitions, or product launch programs in a field service context
Experience supporting IoT-enabled equipment programs, connected device rollouts, remote diagnostics, or customer/field troubleshooting workflows
Familiarity with FSM/dispatch systems, service SLA frameworks, and field workforce planning
Experience in a high-growth or acquisition-intensive business environment

Responsibilities

M&A Field Readiness: For every acquisition under IOI, own the 'Service' workstream in the integration issues and decisions framework. Deliver a structured field readiness assessment before deal close covering: Product training gaps, Parts and inventory staging requirements, Market headcount assessment, SLA risk analysis, Non-standard product protocols.
New Product & Program Field Requirements: Serve as the standing technical liaison between the Product Management team, Field Service organization, and Care team. For any new product, IoT rollout, installed-base IoT expansion, or program entering the FSC Intake process: Produce a field impact analysis, Define market rollout sequencing, Assess IoT implications for field execution and customer support, Identify training development requirements, Brief Care leadership on product and IoT updates.
Field LOE Scoping & Estimation: Own the methodology and output for estimating field labor, parts, and logistics across retrofit campaigns, forced swap programs, and other field-impacting requests. Deliverables include: Standardized LOE framework, Market-level estimates, Scenario modeling, Post-execution variance analysis.
Field Technical Standards and Continuous Improvement (Secondary): In partnership with continuous improvement (Standards Excellence), ensure field technical SOPs reflect the current product portfolio, particularly following acquisitions that introduce new equipment categories or IoT-enabled assets. Maintain a living inventory of non-standard product handling protocols across the Quench install base, including cross-functional ways of working such as phone troubleshooting guidelines, technician diagnostic steps, escalation paths, and update/issue communication routines for Field Service and Care.