Equipment Service Operations Lead

DuPont Group; Wilmington (DE); Hybrid; USD 90,000 - 130,000; Full time

Job summary

DuPont is seeking an Equipment Service Coordinator to lead regional service operations across the United States and Canada. You will supervise a team of field technicians, coordinate preventive maintenance, installations, and service contracts, and provide remote diagnostics to minimize downtime.

You will partner with vendors and internal teams to deliver a best-in-class service experience, manage questions and escalations, and drive reliability improvements across a large installed base.

Qualifications

• Bachelor's degree in Engineering, Industrial Technology, Printing Technology, or a related technical discipline preferred; equivalent experience will be considered.
• Minimum of 10 years of experience in flexographic printing, platemaking, industrial equipment service, or a related technical service environment.
• Hands-on experience installing, maintaining, troubleshooting, and repairing industrial equipment in a customer-facing environment.
• Demonstrated success leading field service teams, coordinating resources across multiple locations, and managing competing priorities.
• Strong knowledge of preventive maintenance, equipment reliability, spare parts management, breakdown response, and customer service operations.
• Proven ability to diagnose and resolve technical issues remotely using diagnostic tools, service history, customer input, and equipment data.
• Excellent written, verbal, and interpersonal communication skills, with the ability to engage effectively with customers, technicians, vendors, and leadership.
• Ability to work independently, make sound technical decisions, and effectively prioritize and escalate critical customer issues.
• ServiceMax or similar field service management platform.
• Remote diagnostic tools such as VNC, FTP, remote access gateways, or equipment monitoring platforms.
• Microsoft Office applications, including Outlook, Excel, Word, PowerPoint, and Teams.

Responsibilities

• Lead, coach, and support a team of field service technicians across the United States and Canada, ensuring work is prioritized, executed safely, and aligned with customer and business needs.
• Oversee service operations for customer machines, including preventive maintenance, emergency response, installations, de-installations, service contracts, and technical follow-up.
• Provide advanced remote diagnostics, troubleshooting, and escalation support to minimize downtime, accelerate issue resolution, and reduce unnecessary field dispatches.
• Coordinate service scheduling, parts procurement, quotations, work order execution, customer communications, and follow-up activities to deliver a best-in-class service experience.
• Serve as the primary escalation point for complex equipment issues, recurring failures, customer concerns, and regional service strategy.
• Partner with third-party service providers, equipment manufacturers, and internal technical teams to analyze issues, develop solutions, and drive resolution.
• Support machine refurbishment programs by identifying candidate equipment, coordinating rebuild priorities, and collaborating with warehouse and refurbishment teams.
• Maintain laboratory and demonstration equipment, performing hands-on technical work as needed to support testing, training, and customer demonstrations.
• Collaborate closely with sales, applications, product management, and project teams throughout the equipment lifecycle, from pre-installation planning and commissioning through ongoing service support.
• Analyze service trends, equipment performance, recurring issues, and technician feedback to identify reliability improvements and drive continuous improvement initiatives.
• Support technical upgrade, retrofit, and reliability programs through effective resource planning and implementation of manufacturer-recommended improvements.
• Ensure service documentation, customer communications, and internal records are accurate, timely, and complete.

Skills

Leadership

Remote diagnostics

Preventive maintenance

Customer service

Diagnostics tools

ServiceMax

Remote access tools

MS Office

Education

Bachelor's degree in Engineering

Tools

ServiceMax

Remote diagnostics tools (VNC/FTP)

Microsoft Office

Job description

DuPont is seeking an Equipment Service Coordinator to lead regional service operations across the United States and Canada. You will supervise a team of field technicians, coordinate preventive maintenance, installations, and service contracts, and provide remote diagnostics to minimize downtime.

You will partner with vendors and internal teams to deliver a best-in-class service experience, manage questions and escalations, and drive reliability improvements across a large installed base.