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. Principal Job Responsibilities 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 Required Qualifications and Experience 10+ years of experience Strong analytical and problem‑solving skills Excellent communication and customer service skills Ability to work independently and travel as needed Organizational Impact 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 Additional Job Details Organizational Impact 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 Communication & Influence 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 typically impact multiple departments or job family Problems are typically solved through drawing from prior experience and analysis of issues Leadership & Talent Management Manages a team typically comprising of intermediate-level professionals and entry level professionals Leads, directs and reviews the work of team members in order to accomplish operational plans and results Typically, has hiring, firing, promotion, and reward authority within own area, in accordance with manager review and approval Knowledge & Experience Requires practical knowledge in leading and managing the execution of processes, projects and tactics within one job area Typically has advanced knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization Typically has a bachelor’s degree or equivalent professional certification and 5 years of prior relevant experience Nidec is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants receive consideration for employment without regard to their age, gender, gender identity, sexual orientation, race, color, genetic information, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by law. For more information regarding your (EEO) rights as an applicant, please visit the following website: #J-18808-Ljbffr