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About the Role
This role leads and manages the Technical Services organization for the Worldwide Electric Controls & Automation Solutions business, overseeing Technical Support, Warranty & Repair, Field Service, and Technical Training.
Responsibilities
- Lead the Technical Services organization for Worldwide Electric's Controls & Automation Solutions business.
- Drive exceptional customer support, continuous improvement, and technical excellence across all after-sales service functions.
- Lead Technical Support, Warranty, Repair Lab, Field Service, and Technical Training.
- Establish and maintain service standards, policies, procedures, KPIs, and best practices.
- Serve as the escalation point for complex technical and commercial issues.
- Drive continuous improvement in customer satisfaction, response times, support workflows, first-call resolution, and overall service performance.
- Develop and maintain technical documentation, knowledge management resources, and efficient spare parts and repair processes.
- Own the warranty process, including claims administration, repair authorizations, vendor coordination, reporting, and customer issue resolution.
- Develop and maintain an authorized service partner program.
- Coordinate field service resources between internal and 3rd party partners.
- Ensure timely resolution of customer issues while capturing trends to improve products, documentation, and service processes.
- Lead product failure analysis and root cause investigations.
- Support Sales, Engineering, Product Management, and Operations.
- Provide technical guidance on Drives, Soft Starters, Controls, and UL508A Panels.
- Recommend corrective actions and product improvements.
- Collaborate with Product Management on technical documentation, troubleshooting guides, and FAQs.
- Hire, coach, and develop technical personnel.
- Conduct performance reviews and establish development plans.
- Develop technical and customer service training programs.
- Develop technical service strategies aligned with business objectives.
- Manage department budgets and staffing.
- Partner with Product Management, Sales, Engineering, and Manufacturing to improve customer support and product performance.
Requirements
- 5+ years of experience leading Technical Support, Field Service, Warranty, or Application Engineering in industrial automation or electrical products.
- Strong technical knowledge of variable frequency drives, soft starters, motor controls, industrial control panels, and UL508A applications.
- Experience managing technical support teams, customer escalations, and service operations.
- Demonstrated experience with root cause analysis, warranty administration, and corrective action processes.
- Experience developing service KPIs, technical documentation, and continuous improvement initiatives.
- Strong leadership, communication, coaching, and organizational skills.
- Ability to work effectively with customers, distributors, suppliers, engineering, operations, and sales.
Skills
- Technical Support
- Warranty & Repair
- Field Service
- Technical Training
- Customer Support
- Root Cause Analysis
- Leadership
- Communication
- Coaching
- Organizational Skills
Location
- Remote
Work Type
- Remote
- Full-time
Experience Level
- 5+ years
Education Level
- Bachelor's degree in Electrical Engineering, Engineering Technology, or related technical field preferred.
Salary/Compensations
- $90,000 - $125,000