National Technical Service Leader

Michael Page US; Fall River (MA); On-site; USD 150,000 - 190,000; Full time

Job summary

Michael Page US is representing a well-established manufacturer of advanced technology solutions. The role leads a nationwide technical service organization, shaping performance, training, and customer outcomes across multiple functions.

The successful candidate will drive continuous improvement, collaborate with engineering, quality, and sales teams, and travel to customer sites as required to ensure service readiness and client satisfaction.

Qualifications

• Proven experience leading service or technical support teams.
• Bachelor's degree in Mechanical Engineering or related technical discipline.
• Broad understanding of mechanical, electrical, and software-based systems.
• Strong problem-solving, troubleshooting, and analytical capabilities.
• Excellent verbal, written, and presentation skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience developing talent through coaching, mentoring, workforce planning, and employee retention initiatives.

Responsibilities

• Lead and develop a national technical service team, providing direction, coaching, and performance management.
• Enhance training programs, service documentation, and operational procedures to improve effectiveness and consistency.
• Foster a positive, customer-focused team culture while driving employee engagement and development.
• Monitor, collect, and evaluate service performance data to identify trends and improvement opportunities.
• Investigate recurring technical issues and collaborate with technical teams to implement sustainable solutions.
• Partner with engineering, quality, sales, and product development teams to improve customer outcomes.
• Work with supply chain and operations teams to ensure appropriate inventory planning and service readiness.
• Manage and resolve complex customer escalations in a timely and professional manner.
• Champion continuous improvement initiatives across service operations and customer support processes.
• Build strong relationships with customers and stakeholders at management and executive levels.
• Monitor and report on key performance indicators including service response times, issue resolution, documentation quality, and customer satisfaction metrics.
• Travel to customer sites and participate in technical product training as required.

Skills

Leadership

Team management

Communication

Problem solving

Analytical thinking

Presentation skills

Customer-facing

Mentoring

Education

Bachelor's degree in Mechanical Engineering

Tools

MS Office

Job description

Michael Page US is representing a well-established manufacturer of advanced technology solutions. The role leads a nationwide technical service organization, shaping performance, training, and customer outcomes across multiple functions.

The successful candidate will drive continuous improvement, collaborate with engineering, quality, and sales teams, and travel to customer sites as required to ensure service readiness and client satisfaction.