Technical Services Manager - Controls & Automation Solutions

Position Overview

This role leads and manages the Technical Services organization for the Worldwide Electric Controls & Automation Solutions business, including the areas of Technical Support, Warranty & Repair, Field Service, and Technical Training activities.

Key Responsibilities

Lead the Technical Services organization for Worldwide Electric's Controls & Automation Solutions business, including Technical Support, Warranty & Repair, Field Service, and Technical Training. Drive exceptional customer support, continuous improvement, and technical excellence across all after-sales service functions.

1. Technical Support Operations

• Lead Technical Support, Warranty, Repair Lab, Field Service, and Technical Training.


• Establish and maintain service standards, policies, procedures, KPIs, and best practices that drive operational excellence.


• Serve as the escalation point for complex technical and commercial issues, working directly with customers to ensure timely resolution.


• 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.

1. Customer Support & Field Service

• Own the warranty process, including claims administration, repair authorizations, vendor coordination, reporting, and customer issue resolution.


• Develop and maintain an authorized service partner program to ensure responsive field service and repair capabilities.


• Coordinate field service resources between internal and 3rd part partners.


• Ensure timely resolution of customer issues while capturing trends to improve products, documentation, and service processes.

1. Technical Leadership

• Lead product failure analysis and root cause investigations, coordinating with customers, suppliers, and engineering to implement corrective actions.


• 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, FAQs, etc., to improve support and reduce resolution time.

1. Team Leadership

• Hire, coach, and develop technical personnel.


• Conduct performance reviews and establish development plans.


• Develop technical and customer service training programs.

1. Business Leadership

• 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.

Qualifications

• Bachelor's degree in Electrical Engineering, Engineering Technology, or related technical field preferred.


• 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.

Pay Range:

• $90,000 - $125,000 depending on experience, background, and internal equity

* THIS IS A REMOTE POSITION *