Job # MAP25417
Job Title Field Service Support Manager
Office Location Brookshire, TX preferred
Business Function/Department Power Electronics Systems / Quality & EHS
Sales Territory, if applicable
General Role Description
Manage the Business Unit’s (BU) field service support team to drive effective analysis and resolution of client service matters
Role Accountabilities
- Build and lead a team of committed and capable employees to deliver effective resolution of client issues
- Serve as the primary point of contact and escalation for Technical Service Engineer inquiries
- Evaluate client issues and product quality concerns and coordinate resolution, escalating to the immediate manager as necessary
- Plan, schedule, and assign field service personnel to client sites using appropriate methodologies and managing scheduling conflicts as needed
- Drive effective communication and process management to meet client expectations related to safety, quality, and delivery
- Maintain accurate records of client interactions, service activity, issue resolution, and feedback
- Coordinate troubleshooting of deployed product issues with engineering, testing, and quality control teams
- Prepare, review, and present monthly service reports summarizing product issues, resolutions, and trends to management
- Identify opportunities and provide recommendations to the BU to improve client service processes
- Coordinate equipment orders, delivery logistics, and technician travel arrangements for service activities
General Employee Accountabilities
- Bring full effort to bear on tasks assigned by manager
- Give manager best advice
- Give earliest notice when work cannot be delivered as specified
- Cooperate and collaborate with peers and interact cross-organizationally as specified by manager
- Exemplify Company Core Values: Integrity, Client Focus, Team Orientation, and Personal Commitment
- Comply with all Company policies, practices, and procedures and all regulations and laws
- Recommend viable improvements proactively
- Ensure effective utilization of business tools and processes
Manager Accountabilities
- Build and lead a team of committed and capable employees
- Plan for, appropriately assign, resource, and integrate the work of the team
- Lead, expect, and implement continuous improvement
- Own the output of the team
- Ensure team members fulfill functional and general employee accountabilities
- Exercise effective managerial leadership to include
- Two-way managerial team working
- Fair and just treatment of direct reports
- Context setting
- Planning
- Task assignment
- Ongoing performance management
- Coaching
- Selection and orientation
- De-selection and dismissal
Requirements
Minimum Qualifications
- Bachelor’s degree in electrical, mechanical, industrial, computer engineering, or related field, or equivalent via education and/or work experience
- 3 years’ experience in production or quality management within the power electronics industry, including medium- and high-voltage products
- Demonstrated successful working relationships with clients, suppliers, and other internal and external contacts
- Demonstrated successful and positive personal leadership, interpersonal, organizational, administrative, and communication skills
- Demonstrated continuous improvement in areas of responsibility
- Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
- Availability to travel, domestically and internationally, approximately 10%, sometimes with limited notice
Preferred Qualifications
- Demonstrated experience managing quality control in a manufacturing environment, particularly with utility-scale PV inverters, UPS drives, MV drives, or similar products
- Demonstrated ability to lead cross-functional teams
- Demonstrated experience working in ISO 9001 environments with knowledge of quality management systems such as QT-9
- Working knowledge of advanced quality control methodologies, testing tools, and digital quality platforms
- Demonstrated experience in supplier quality management, including development and maintenance of strategic supplier relationships
- Proficiency in Oracle business systems
Link to TMEIC Corporation Americas website: https://www.tmeic.com/. To be considered an applicant for any available positions, individuals must complete an online job application for each posting. A resume may be attached to the online application but is not considered a substitute for the information in the application. Applications will be considered only for the specific position for which the application is submitted.
EEO/AA/M/F/Vet/Disability Employer
TMEIC Corporation Americas drives industries worldwide. As a global leader in industrial systems and solutions, we deliver innovation and excellence in renewable energy, metals, port solutions, oil and gas, solar power, mining, and more.
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