Technical Leadership & Escalation Support
• Serve as the technical escalation point for complex field issues involving 480VAC industrial motors, VFDs, HVAC equipment, and integrated control systems
• Diagnose and resolve challenging electromechanical, drive, and controls problems — from motor bearing/winding failures and shaft voltage issues to VFD faults, harmonics, and communication (MODBUS/BACnet) faults
• Provide expert guidance on wiring diagrams, expected voltage/current readings, and root-cause analysis to technicians and customers in the field
• Interpret and apply relevant industry standards (e.g., NEC, AMCA, IEEE 519, NEMA) to service practices and customer guidance
Team Management & Development
• Lead, mentor, and grow a team of field Service Technicians and Field Engineers, setting clear performance expectations and career development paths
• Manage staffing, scheduling, dispatch, and workload balancing to meet service-level commitments across multiple regions and customers
• Conduct performance reviews, coaching, and skills-gap assessments to continuously raise the technical bar of the team
• Build a culture of safety, accountability, and customer-first problem solving
Technical Training & Certification
• Design and deliver technical training programs, hands-on labs, and certification paths for field technicians on motors, drives, HVAC, and control systems
• Develop instructor guides, lab checklists, troubleshooting scenarios (with wiring diagrams and expected readings), and certification assessments
• Keep training content current with new product releases, firmware/software updates, and evolving industry standards
• Onboard new technical hires and validate readiness before independent field deployment
Process Development & Continuous Improvement
• Establish, document, and standardize service processes — commissioning/startup procedures, preventive maintenance protocols, troubleshooting workflows, and RMA/warranty handling
• Analyze field service and warranty data to identify failure trends and drive corrective actions with Engineering and Quality
• Define and track key service metrics (first-time-fix rate, mean-time-to-resolution, response time, callback rate) and lead initiatives to improve them
• Champion feedback loops that turn field learnings into product design, reliability, and documentation improvements
Cross-Functional Collaboration
• Partner with Engineering and Product teams to support new product introduction (NPI), field-readiness reviews, and design-for-serviceability
• Work with Sales and Application Engineering to support pre-sale technical scoping and post-sale customer success in the C&I market
• Act as the senior technical liaison to key customers, contractors, and OEM partners during commissioning, escalations, and audits
• Collaborate with Quality on root-cause/corrective-action (RCCA) and continuous improvement programs