Field Service Manager

Job Summary

The Field Service Manager provides Field Service Technicians and Engineers with training opportunities, manages schedules, follows up on open service & support cases, and directly fulfills commissioning, field service and preventative maintenance obligations. The Field Service Manager will be responsible for overseeing the post-installation responsibilities and service work for the Low & Medium Voltage Power Systems installed base, as it relates to performance and system uptime with the support of associated Service and Nidec Conversion Engineering departments.

The Field Service Manager is responsible for providing, directly and through the Field Service Technicians/Engineers, comprehensive technical support to our clients and ensuring that our products and systems are running reliably. This role requires excellent communication and problem‑solving skills, as well as a deep understanding of low and medium voltage drive systems.

• Install, configure, commission and troubleshoot our products and systems on-site or remotely
• Perform regular preventive and corrective maintenance and upgrades on our products and systems
• Respond to customer inquiries and provide technical support via phone, email, or in-person
• Manage a team of Service Technicians/Engineers, set schedules and priorities to serve customers within the Americas
• Be ready to travel in respective region with minimal notice;
  Travel loading 50%-70%
• Collaborate with Sales and Engineering teams to identify and resolve customer issues
• Maintain high levels of communication and feedback within the service organization; prepare/review daily updates of work completed, problems identified, and future timelines
• Exercise discretion and independent judgment while overseeing the field service team’s work
• Evaluate the work of Service Technicians/Engineers to provide both periodic performance reviews
• Provide necessary “Onboarding” and coordinate the training plans for the Field Service Technicians/Engineers
• Work with other departments to ensure effective processes are in place
• Responsible for the day-to-day operation. Including acting on actual events, arranging resources and monitoring the progress of work-in-process
• Responsible, together with Service Director, for the creation, delivery and productivity of the field service team

• 10+ years of experience
• Strong analytical and problem‑solving skills
• Excellent communication and customer service skills
• Ability to work independently and travel as needed

• Implements strategic goals for the Field Service department, as determined by Service Director, with significant impact on the department
• Expert technical contributor
• Establishes operational plans for the department with short-to-mid-term impact on results (e.g., 1‑3 years)
• Develops and provides measurable input into new Service offerings, processes, standards and/or operational plans that will positively impact on the achievement of overall results
• Is seen as a subject matter expert within the role’s respective field
• Plans and establishes goals and objectives for the Field Service team, typically comprising of intermediate-level professionals and entry level professionals

• Works to achieve operational, functional, and/or business targets within team with direct impact on departmental or job family results
• Delivers operational results that have impact on the immediate or short-term results (e.g., less than 1 year) for the department and/or job family group
• Plans and establishes goals and objectives for a team typically comprising of intermediate-level professionals and entry level professionals

• Communicates with parties within and occasionally outside of own department or job family, which may include external clients or partners depending upon the job area
• Requires ability to influence others outside of own job area on policies, practices and procedures
• Responsible for making moderate improvements of processes, systems, or products to enhance performance of the job area
• Problems are difficult and moderately complex and…