Field Service Support Manager (MAP25417)

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

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

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