Technical Service Manager - IS Metals (EM26128)

TMEIC Corporation Americas•Dallas, TX

About The Position

Develop and lead a Technical Services function for assigned market segments, delivering responsive client support and service offerings that improve client performance, expand service revenue, and fulfill business unit Mid-Range Plan commitments. The role develops and executes the segment’s Technical Services plan, defines client offerings and team capabilities, and manages resources and revenue and margin objectives. It identifies and advances opportunities, supports proposals and commercial terms, and leads service delivery in coordination with commercial, operations, engineering, Shared Services, and other Company groups. The manager provides technical guidance and issue resolution, coordinates client and supplier responses, and maintains an appropriate service coverage and escalation model, including 24/7 coverage when required. The position develops the team, monitors business and service performance measures, manages capitalization budgets, oversees warranty assessment and corrective actions, ensures timely and accurate post-service reports, and leads continuous improvement initiatives. The manager also fulfills general employee and manager accountabilities, including building and leading a capable team, assigning and integrating work, managing performance, coaching employees, and ensuring compliance with Company policies and applicable laws.

Requirements

Bachelor of Science in electrical, electronic, mechanical, or computer engineering or a related field, or equivalent through education and/or experience.
At least 5 years of technical or technical management experience in industrial control systems in any combination of the metals, material handling, paper, or related general industries.
At least 3 years of client-facing technical sales and/or business development experience.
Demonstrated success leading teams to accomplish business goals.
Demonstrated success managing financial results to plan in a manufacturing or industrial services business.
Experience reviewing commercial terms and conditions of large-value services contracts to ensure business risk is acceptable.
Demonstrated successful working relationships with clients, suppliers, and other internal and external contacts.
Demonstrated successful and positive personal leadership, interpersonal, organizational, administrative, and communication skills.
Demonstrated continuous improvement in areas of responsibility.
Proficiency in Word, Excel, PowerPoint, Access, Outlook, MS Projects, and an ERP business system.
Availability to travel domestically and internationally approximately 25%, sometimes with limited notice.

Nice To Haves

Demonstrated success leading remotely located teams.
Demonstrated success developing and managing supervisors.

Responsibilities

Develop and execute an assigned-segment Technical Services plan aligned with business unit Mid-Range Plan commitments, defining client service offerings, team capabilities, resource requirements, and revenue and margin objectives.
Identify, qualify, and advance Technical Services opportunities by defining technical scopes, resource estimates, and delivery approaches; collaborate with BU commercial leadership on proposals, pricing, contract terms, and order closure.
Lead delivery of assigned-segment Technical Services commitments in coordination with commercial, operations, engineering, Shared Services, and other Company groups.
Improve client operational performance through technical guidance, problem resolution, relevant advisories and techniques, and appropriate service recommendations.
Resolve client issues by coordinating Company resources, suppliers, and clients; escalate matters appropriately and communicate status and resolutions promptly.
Maintain a responsive Technical Services coverage and escalation model, including 24/7 coverage when required, coordinating engineering, field, and parts resources through the assigned team, global resources, and approved service partners.
Develop the assigned Technical Services team by setting priorities, planning and assigning work, maintaining a flexible staffing plan, assessing capabilities, and ensuring appropriate training.
Define, monitor, and analyze segment performance measures, including pipeline, forecast, orders, revenue, cost, margin, quote conversion, billable utilization, backlog, schedule performance, client response and satisfaction, warranty activity, and team capability.
Lead technical assessment and resolution of warranty issues by analyzing trends, recommending product or process improvements, and coordinating corrective actions and warranty charges with suppliers, manufacturing divisions, and relevant Company groups.
Develop and manage assigned-segment Technical Services capitalization budgets to achieve approved business targets.
Ensure accurate and timely completion and approval of client post-service reports for warranty and client-paid work.
Direct Technical Services expertise and resources in collaboration with Shared Services and other Company groups to fulfill project execution commitments.
Lead continuous improvement initiatives to increase Technical Services quality, efficiency, responsiveness, and business performance.
Fulfill general employee accountabilities, including applying full effort to assigned work, advising the manager, providing early notice of delivery issues, collaborating across teams, exemplifying Company Core Values, complying with policies and laws, recommending improvements, and using business tools and processes effectively.
Build and lead a committed and capable team; plan, assign, resource, and integrate its work; own team outputs; and ensure team members fulfill their accountabilities.
Exercise managerial leadership through two-way team working, fair treatment, context setting, planning, task assignment, performance management, coaching, selection and orientation, and de-selection and dismissal.