Remote Technical Services Leader - Field Support & Training

WorldWide Electric Company; Village of Fairport (NY); On-site; USD 90,000 - 125,000; Full time

Job summary

WorldWide Electric Company in the United States is seeking a senior leader to manage and grow the Technical Services organization, including Technical Support, Warranty & Repair, Field Service, and Technical Training. You will establish service standards, drive KPI-based improvements, and coordinate with customers, suppliers, and engineering to ensure rapid resolutions and high satisfaction. This role leads cross-functional teams and shapes after-sales strategy.

Qualifications

• Bachelor's degree in Electrical Engineering, Engineering Technology, or related field preferred.
• 5+ years of experience leading Technical Support, Field Service, Warranty, or Application Engineering in industrial automation or electrical products.
• Strong knowledge of variable frequency drives, soft starters, motor controls, and UL508A applications.
• Experience managing technical support teams, customer escalations, and service operations.
• Experience developing service KPIs, technical documentation, and continuous improvement initiatives.
• Strong leadership, communication, coaching, and organizational skills.

Responsibilities

• Lead the Technical Services organization for Worldwide Electric's Controls & Automation Solutions, including Technical Support, Warranty & Repair, Field Service, and Technical Training.
• Establish and maintain service standards, policies, procedures, KPIs, and best practices that drive operational excellence.
• Serve as the escalation point for complex technical and commercial issues, working directly with customers to ensure timely resolution.
• Drive continuous improvement in customer satisfaction, response times, support workflows, first-call resolution, and overall service performance.
• Develop and maintain technical documentation, knowledge management resources, and efficient spare parts and repair processes.
• Own the warranty process, including claims administration, repair authorizations, vendor coordination, reporting, and customer issue resolution.
• Develop and maintain an authorized service partner program to ensure responsive field service and repair capabilities.
• Coordinate field service resources between internal and 3rd party partners.
• Ensure timely resolution of customer issues while capturing trends to improve products, documentation, and service processes.
• Lead product failure analysis and root cause investigations, coordinating with customers, suppliers, and engineering to implement corrective actions.
• Support Sales, Engineering, Product Management, and Operations with technical guidance.
• Provide technical guidance on Drives, Soft Starters, Controls, and UL508A Panels.
• Recommend corrective actions and product improvements.
• Collaborate with Product Management on technical documentation, troubleshooting guides, FAQs, etc., to improve support and reduce resolution time.
• Hire, coach, and develop technical personnel.
• Conduct performance reviews and establish development plans.
• Develop technical and customer service training programs.
• Develop technical service strategies aligned with business objectives.
• Manage department budgets and staffing.
• Partner with Product Management, Sales, Engineering, and Manufacturing to improve customer support and product performance.

Skills

Leadership

Customer-focused

Communication

Problem solving

Project management

Education

Bachelor's degree in Electrical Engineering or related field

Tools

UL508A knowledge

Industrial automation tools

Job description

WorldWide Electric Company in the United States is seeking a senior leader to manage and grow the Technical Services organization, including Technical Support, Warranty & Repair, Field Service, and Technical Training. You will establish service standards, drive KPI-based improvements, and coordinate with customers, suppliers, and engineering to ensure rapid resolutions and high satisfaction. This role leads cross-functional teams and shapes after-sales strategy.