Manager, Field Service Team Development

Kids for the Future; Charlotte (NC); On-site; USD 72,000 - 88,000; Full time

Benefits offered by this job

PTO: 20 days

Holidays: 11

Gym reimbursement

Benefits package

Fruit delivery

Job summary

Groninger USA is seeking a Manager, Field Service Team Development to lead and coach up to 30 technicians across North America. The role emphasizes people development, feedback, and career progression while spending substantial time onsite with customers and teams.

The successful candidate will cultivate individual growth plans, coordinate with HR, and partner with Project Managers to ensure service excellence and safety across multiple sites.

Qualifications

• Bachelor’s degree or higher in relevant field.
• 5+ years of experience leading, developing and retaining a distributed team.
• 5+ years of experience in manufacturing, industrial, or skilled trade environment.
• Background in human resources, organizational psychology, coaching or people development.
• Demonstrated ability to earn trust with a skilled trades or field-based workforce.
• Track record of giving direct performance feedback and following through.
• Willingness to travel up to 50%, including overnight stays and occasional evenings/weekends.
• Enough technical curiosity to understand what a field service technician does.

Responsibilities

• Lead up to 30 field service technicians across North America.
• Partner with Resource Management - Field Service for scheduling and assignments.
• Work with Project Managers/Coordinators on project delivery.
• Support HR performance processes, compensation and development frameworks.
• Coach technicians and drive development plans and certifications.

Skills

Leadership

People development

Communication

Travel willingness

Education

Bachelor’s degree or higher

Job description

• Location 14045 South Lakes Drive,Charlotte, NC, 28273,United States
• Base Pay $80,000.00 / Year
• Required Degree 4 Year Degree
• Travel 50%
• Manage Others Yes

Description

What's awesome about working for groninger?

• 20 PTO days per calendar year and 11 paid holidays
• Competitive pay with opportunities for overtime
• Fresh fruit delivered every Monday!
• Gym reimbursement
• Extremely competitive benefits with significant employer contribution
• Snacks and engagement events
• Strong safety culture and supportive leadership
• Opportunities for continuous learning, skill development and cross-training across a variety of roles and processes
• A growing company that invests in continuous improvement, training and internal growth
• Temperature controlled manufacturing plant
• Click here to learn more about our culture and benefits:

Groninger USA's field service technicians are the most experienced and most knowledgeable group in the company. They spend their working lives at customer sites, they carry decades of machine knowledge between them, and they are a pipeline of talent into almost every other part of the business.

As our field service organization grows, we are creating a role dedicated to leading and developing these technicians as people. The Manager, Field Service Team Development will lead up to 30 field service technicians working across customer sites in North America: getting to know each of them as an individual, understanding what drives them, developing them, giving them clear and honest feedback, and supporting them in meeting the standards our customers rely on. A significant part of this job happens on the road, with the technicians, where they work.

The person who succeeds in this role will be trusted by technicians as one of their own and will be equally comfortable having a direct conversation when something needs to change.

Key Responsibilities

Knowing and Developing the Individual

• Build a real understanding of every technician: their strengths, what motivates them, what frustrates them, what they are proud of, and how each of them prefers to be approached.
• Travel regularly to meet technicians where they work, including time outside standard hours when that is when the honest conversation happens.
• Be the person a technician chooses to talk to when something is wrong, at work or outside it, and hear what is not being said.
• Own an individual development plan for every technician, with the training, certification and exposure to new technology needed to deliver it.
• Understand who wants to go deeper technically and who wants to move into another part of Groninger, and build the route for both.

Feedback, Performance and Accountability

• Own the annual review for every field service technician and make it a genuine, evidence-based assessment of how that person is doing and where they are going.
• Give direct, specific feedback at the point it is needed, not only at review time.
• Ensure technicians meet their reporting obligations: service reports, job summaries and expense reports submitted accurately, completely and on time.
• Address conduct at customer sites promptly and directly, and protect the customer relationship.
• Work with Human Resources where performance or conduct requires a formal process.

Retention and Progression

• Own retention for the field service population, and know who is at risk of leaving well before they resign.
• Partner with the Academy on onboarding, technical training and certification.
• Build visible progression routes out of field service into other areas of the company, and make them known.
• Represent the group and its needs to Technical Operations and to the wider business.

Team Leadership and Working Across the Organization

• Line-manage up to 30 field service technicians based in Charlotte, at customer sites, and working remotely.
• Contribute to hiring and onboarding for the field service team.
• Partner with Resource Management - Field Service, who own the scheduling and assignment of technicians.
• Work alongside Project Managers and Project Coordinators, who own delivery of customer projects.
• Draw on Technical Consulting for the technical preparation of jobs, and on Technical Consulting and Remote Support for technical support to technicians in the field, escalated to Engineering where required.
• Partner with Human Resources on performance processes, compensation and development frameworks.

Qualifications

Required

• Bachelor’s degree or higher in relevant field.
• 5+ years of experience leading, developing and retaining a distributed team.
• 5+ years of experience in manufacturing, industrial, or skilled trade environment.
• Background in human resources, organizational psychology, coaching or people development.
• Demonstrated ability to earn trust and credibility with a skilled trades or field-based workforce - people who will not respond to a corporate approach.
• Track record of giving direct performance feedback and following through, including where behavior has to change.
• Willingness to travel up to 50%, including overnight stays and occasional evening or weekend time.
• Enough technical curiosity to understand what a field service technician actually does, and to hold a credible conversation about it.
• Strong listener, able to read the person as well as the words.
• Ability to hold people to administrative standards without losing the relationship.
• Comfortable working independently across multiple locations and time zones.

Preferred

• Experience supporting or leading a field service, maintenance or technical service organization.
• Exposure to pharmaceutical, packaging or industrial machinery environments.
• Experience with performance management where the work happens at a customer site rather than in-house.
• Familiarity with service reporting and expense reporting processes.
• Formal coaching, counselling or mediation qualification.

Additional Information

• Travel up to 50%, primarily to customer sites across North America.
• Up to 30 direct reports.
• This role owns the people. Scheduling and assignment sit with Resource Management - Field Service, project delivery sits with Project Management, and technical preparation and field support sit with Technical Consulting, Remote Support and Engineering.
• Reports to the Head of Technical Operations within the Technology organization.