Technical Services Manager - Controls & Automation Solutions

WorldWide Electric Corporation; United States; On-site; USD 150,000 - 190,000; Full time

Job summary

WorldWide Electric Corporation seeks a senior leader to head the Technical Services organization for its Controls & Automation Solutions business. You will oversee Technical Support, Warranty & Repair, Field Service, and Technical Training to ensure exceptional customer outcomes.

You will establish service standards, KPIs, and processes, coordinate field resources with partners, and drive continuous improvement across after-sales services. Strong leadership and engineering background required.

Qualifications

• Minimum Qualifications: Strong technical knowledge of variable frequency drives, soft starters, motor controls, industrial control panels, and UL508A applications.
• Bachelor's degree in Electrical Engineering, Engineering Technology, or related work experience in lieu of degree.

Responsibilities

• Lead the Technical Services organization for Worldwide Electric's Controls & Automation Solutions business, 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.
• 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.

Education

Bachelor's degree in Electrical Engineering, Engineering Technology, or related work experience in lieu of degree

Job description

This role leads and manages the Technical Services organization for the Worldwide Electric Controls & Automation Solutions business, including the areas of Technical Support, Warranty & Repair, Field Service, and Technical Training activities.

Key Responsibilities

Lead the Technical Services organization for Worldwide Electric's Controls & Automation Solutions business, including Technical Support, Warranty & Repair, Field Service, and Technical Training. Drive exceptional customer support, continuous improvement, and technical excellence across all after-sales service functions.

1. Technical Support Operations

• Lead Technical Support, Warranty, Repair Lab, 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.

2. Customer Support & Field Service

• 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 part partners.
• Ensure timely resolution of customer issues while capturing trends to improve products, documentation, and service processes.

3. Technical Leadership

• 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.
• 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.

5. Business Leadership

• 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.

Minimum Qualifications

• Strong technical knowledge of variable frequency drives, soft starters, motor controls, industrial control panels, and UL508A applications.
• Bachelor's degree in Electrical Engineering, Engineering Technology, or related work experience in lieu of degree.

Preferred Qualifications

• 3+ years of experience leading Technical Support, Field Service, Warranty, or Application Engineering in industrial automation or electrical products, handling customer escalations and service operations.
• Demonstrated experience with root cause analysis, warranty administration, and corrective action processes.
• Experience developing service KPIs, technical documentation, and continuous improvement initiatives.
• Ability to work effectively with customers, distributors, suppliers, engineering, operations, and sales.
• Strong leadership, communication, coaching, and organizational skills.