Field Service Manager

Position Summary

Our client is seeking a hands-on Field Service Manager to lead and support our growing service department. This position is ideal for an experienced automation professional who enjoys both customer interaction and technical problem-solving. The successful candidate will serve as the primary point of contact for service-related activities while remaining actively involved in equipment installations, startups, troubleshooting, and customer support.

This is not a desk-only management position. The Field Service Manager will regularly travel to customer facilities, support service technicians, and work directly with customers to ensure successful project execution and long-term customer satisfaction.

Key Responsibilities

Service Department Leadership

• Serve as the primary point of contact for customer service and support activities.
• Coordinate service schedules, installations, emergency service calls, and preventative maintenance activities.
• Work closely with customers to understand issues and develop timely solutions.
• Prioritize and manage multiple service requests simultaneously.
• Maintain strong communication with customers throughout service activities.

Field Service & Installation Support

• Travel approximately 40-50% of the time to customer facilities throughout North America.
• Perform equipment installation, startup, commissioning, and troubleshooting.
• Support robotic automation systems, resistance welding equipment, assembly systems, and custom manufacturing equipment.
• Diagnose and resolve electrical, controls, mechanical, pneumatic, and robotic issues.
• Provide on-site customer training and technical support.

Technical Support

• Provide phone and remote troubleshooting support during normal business hours.
• Support customers with controls, PLC, HMI, robot, and automation-related issues.
• Coordinate internal resources when specialized support is required.
• Escalate issues appropriately to Controls Engineering, Robotics Engineering, Mechanical Engineering, or Assembly teams.

Continuous Improvement

• Develop service procedures and best practices.
• Improve response times and customer satisfaction.
• Assist with service quoting, spare parts recommendations, and preventative maintenance programs.
• Document service activities and maintain accurate service records.