Technical Services Manager - IS Ports (EM26127)
About The Position
Develop and lead a Technical Services function for the assigned market segments. The function is responsible for responsive client support and service offerings that improve client performance, expand service revenue, and fulfill business unit Mid-Range Plan commitments. The manager develops and executes the assigned-segment Technical Services plan, identifies and advances service opportunities, and leads delivery of service commitments in coordination with commercial, operations, engineering, Shared Services, and other Company groups. The role provides technical guidance to clients, coordinates resolution of client issues, and maintains an appropriate service coverage and escalation model, including 24/7 coverage when required. The position leads and develops the Technical Services team, monitors segment performance measures, manages capitalization budgets, and oversees warranty assessment and resolution, client post-service reporting, project execution support, and continuous improvement initiatives. The manager is also accountable for team planning, resourcing, performance, coaching, and effective managerial leadership.
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 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, including 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, and collaborating with 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 recommendations for service solutions.
- Resolve client issues by coordinating Company resources, suppliers, and clients; escalating appropriately; and communicating status and resolution information in a timely manner.
- Maintain a responsive Technical Services coverage and escalation model, including 24/7 coverage when required, by 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—to optimize execution and provide stakeholder visibility.
- 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 that increase Technical Services quality, efficiency, responsiveness, and business performance.
- Fulfill general employee accountabilities, including effective collaboration, compliance with Company policies and applicable laws, effective use of business tools and processes, and proactively recommending improvements.
- Build and lead a capable team; plan, assign, resource, and integrate team work; own team output; and ensure team members fulfill their accountabilities.
- Provide managerial leadership through context setting, planning, task assignment, performance management, coaching, selection and orientation, and appropriate de-selection and dismissal.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
