Sr. Manager, Service - Automation

WEG is hiring a Sr. Manager, Service – Automation.

The Sr. Manager, Service – Automation leads all after-sales operations for the Automation business, including warranty, field service, customer service, repair operations, and technical support. This role ensures operational excellence, customer satisfaction, and business growth by developing high-performing teams, optimizing processes, and aligning service strategy with commercial and product-line objectives.

• Define and execute the Automation Service strategy across Field Service, Technical Support, Repair Lab, Warranty, and Customer Service.
• Establish KPIs and service-level targets for response time, quality, productivity, and customer satisfaction.
• Lead continuous improvement initiatives to enhance service delivery, reduce downtime, and optimize resource utilization.
• Represent Service in strategic customer meetings, technical reviews, and business planning sessions.
• Act as the senior liaison between Service, Sales, Engineering, Product Management, Quality, and global factory aftermarket leadership.
• Develop productive and expansive relationships with manufacturing location contacts and counterparts.
• Ensure seamless communication between Field Service, Technical Support, Repair Lab, and Project Management teams.
• Oversee coordination of commissioning activities, site readiness, and multi-party alignment for MV/LV projects.
• Serve as the highest escalation point for severe technical issues, customer escalations, and high-impact failures.
• Provide guidance to Field Service Engineers, Technical Support Engineers, and Repair Specialists during complex troubleshooting.
• Oversee advanced diagnostics, failure analysis, and corrective action plans.
• Mentor supervisors, lead engineers, and specialists to build a strong leadership pipeline.
• Define competency requirements and lead technical and soft-skills training programs.
• Recruit, assess, train, and develop team members across all service functions.
• Oversee scheduling, resource allocation, commissioning readiness, and 24/7 escalation procedures.
• Support workload balancing and assignment of Field Service Engineers based on skill and project requirements.
• Oversee the Technical Support team's handling of escalated cases, remote diagnostics, and customer communication.
• Ensure the Repair Lab executes accurate evaluations, testing, warranty determinations, and refurbishments.
• Lead warranty lifecycle management, including claims, root-cause analysis, factory communication, and customer reporting.
• Coordinate quality reviews and failure analyses with internal and external teams.
• Oversee reporting of field defects, failure trends, and systemic issues to global factories.
• Support sales with service offerings such as commissioning packages, maintenance contracts, and digital services.
• Manage commercial negotiations related to service scope, change orders, and escalations.
• Maintain long‑term, value‑based relationships with key accounts.
• Ensure compliance with WEG policies, safety standards, and industry regulations.
• Promote a culture of safety, accountability, and high performance across all service teams.
• Perform other duties and tasks as assigned.

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Automation, or a related field; or an equivalent combination of education and relevant experience in an electrical or mechanical discipline.

• Deep technical knowledge of panels, drives, soft starters, MV/LV systems, and industrial automation.
• Proficiency with service‑management tools, CRM/ERP systems, and digital service platforms.
• Solid understanding of industrial applications, commissioning, and troubleshooting.
• Knowledge of project management, process mapping, and continuous improvement methodologies such as Lean or Six Sigma.
• Familiarity with call center operations, customer experience frameworks, and Field Service Operations.
• Strong attention to detail, organizational skills, and time management.
• Demonstrated leadership, analytical, and problem‑solving capabilities.
• Effective communication skills and customer‑focused approach.
• Self‑motivated with demonstrated initiative and…