Technical Services Manager - IS Ports (EM26127)

TMEIC Corporation Americas•Roanoke, VA

About The Position

The Technical Services Manager develops and leads a Technical Services function for assigned market segments. The function delivers responsive client support and service offerings intended to improve client performance, expand service revenue, and fulfill business unit Mid-Range Plan commitments. The manager develops the segment’s service plan, identifies and advances opportunities, leads delivery of service commitments, resolves client issues, and improves client operational performance. The role coordinates commercial, operations, engineering, Shared Services, suppliers, and other Company resources. It also builds and manages the Technical Services team, monitors business and service performance, manages capitalization budgets, addresses warranty issues, and leads continuous improvement. The position requires a relevant engineering degree or equivalent education and/or experience, at least five years of technical or technical management experience in industrial control systems, and at least three years of client-facing technical sales and/or business development experience. Domestic and international travel of approximately 25% is expected, sometimes with limited notice.

Requirements

Bachelor of Science in electrical, electronic, mechanical, or computer engineering, or a related field, or equivalent via 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 at acceptable levels.
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, and collaborating with business unit 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 matters 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, coordinating engineering, field, and parts resources through the assigned team, global resources, and approved service partners.
Develop the 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; analyze failure and warranty trends, recommend product or process improvements, and coordinate 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 applying full effort to assigned work, advising the manager, providing early notice when work cannot be delivered as specified, collaborating with peers, exemplifying Company Core Values, complying with policies and regulations, proactively recommending improvements, and using business tools and processes effectively.
Build and lead a capable team; plan, assign, resource, and integrate team work; lead continuous improvement; own team output; and ensure team members fulfill their accountabilities.
Exercise managerial leadership through two-way team working, fair treatment, context setting, planning, task assignment, ongoing performance management, coaching, selection and orientation, and de-selection and dismissal.