Field Service Technican Manager

Overview

About Komline. As a pioneering leader in advanced separation technologies, Komline has established a global reputation for engineering excellence. Through our combination of innovative design, cutting-edge manufacturing capabilities, and decades of industry experience, we deliver high-quality equipment from our integrated manufacturing facilities. Serving our core markets of Water & Process, Agricultural & Renewables, and Industrials, we provide comprehensive separation solutions tailored to our clients  requirements.

With a history of strategic growth and acquisitions, Komline continues to expand its solution portfolio and technical capabilities while maintaining a commitment to innovation and customer satisfaction.

The Customer Service Manager leads and develops a team of Field Service Technicians supporting municipal and industrial equipment installations. This role oversees day-to-day field service execution, including preventive maintenance, emergency response, commissioning support, and troubleshooting, while ensuring safety, quality, and customer satisfaction standards are met. The Customer Service Manager serves as the primary technical escalation point, coordinates labor and parts with the Director of Aftermarket, and drives service consistency, best practices, and continuous improvement in equipment reliability and service efficiency.

• Interface with contractors, consulting engineers, owners and vendors
• Lend technical support to Field Service Technicians and other personnel
• Supervise Customer Service administrative support and Field Service Technicians
• Review new job files and project service requirements and availability of technical support and warranty records
• Coordinate installation activities with contractors, resolve shortages and back charge claims
• Validate claim, initiate and process RFM orders after approval to fill shortage requirements
• Generate correspondence to contractor on claim rejecting non valid claims and detailing rejection
• Research, document, obtain approval of and negotiate settlement of liability claims for warranty and back charges by phone, correspondence and outside meetings
• Monitor projected service schedules and obtain formal requests for Komline field service (allocated contract requirements) from contractors and owners
• Prepare and review trip itinerary, instruction manual and scope of work to be performed with Komline service technicians
• Coordinate installation check out, start-up and performance test activities on daily basis with Komline service technicians, as required write contractors / owners
• Evaluate operating unit performance in preparation for specified field performance testing
• Review service reports, technical data sheets and manual with Komline service technicians after each assignment to ensure completion, all required data was obtained, and all problems have been noted
• Initiate action and or RFM s to deal with outstanding problems / claims
• Upon the successful completion of new projects issue a certificate of installation
• Review, initial and forward for processing, expense reports and / or check requests for service technicians and shop personnel on special service assignment
• Ensure that reports are submitted on a timely basis
• Solicit, by mail and phone, paid service (for new equipment start-up) and service contracts (for existing equipment)
• Process purchase orders and contracts, maintain scheduling and approve invoices for billing
• Assist the mobile pilot trailer department. This includes services to set-up of installation, testing and preventative maintenance repair work
• Provide projections for service manpower and skill requirements to meet current contract obligations
• Engage in field trips as required to resolve back charge claims, conduct critical test work and perform inspections, negotiations or other functions which are beyond the scope of a service technician

• Bachelor s degree in Engineering, Business, or related field, or equivalent combination of education and relevant sales experience
• Minimum of 10+ years of experience in field service
• Minimum of 4 years of experience managing a team of field service employees
• Required to travel (50 – 75%) extensively including overnight trips and occasional weekend travel

• Aftermarket equipment experience
• Familiarity with municipal market & industrial market
• Familiarity with manufactured equipment
• Experience with CRM or ERP systems
• Microsoft Dynamics 365 experience (D365)
• Salesforce experience

Equal Opportunity Statement: Komline is an EEO employer – M/F/Vets/Disabled