DescriptionIntegrion Automation (formally Wauseon Machine) is searching for a
Field Service Engineer Lead. This hands-on position that requires astrong
on-site presence and active engagement with both customers and fellow Field Service Engineers. Candidates should be
located within a reasonable commuting distance of our Wauseon, Ohio facility, as regular in-person collaboration is essential to providing technical leadership,
mentoring team members, supporting knowledge sharing, and fostering team development.
While the position is primarily on-site, there may be an opportunity for a hybrid work schedule of up to two remote days per week once the team is established and operating effectively. Occasional travel to customer sites will be required to provide technical support, assist with complex service activities, support project execution, and maintain strong customer relationships.
As the senior technical resource for the Field Service team, the Field Service Engineer Lead serves as a hands-on leader, providing day-to-day guidance, mentorship, and technical expertise to fellow Field Service Engineers. This role leads by example, helping ensure safe, efficient, and high-quality service delivery while supporting customer satisfaction and operational excellence.
Working closely with Engineering, Project Management, Sales, Human Resources, and Operations, the Field Service Engineer Lead supports customer needs, resolves complex technical challenges, improves service processes, and drives continuous improvement initiatives. The role also assists in coordinating field service activities, sharing technical knowledge, and promoting best practices across the team to ensure consistent and effective service execution.
In addition, the Field Service Engineer Lead plays a key role in strengthening team capabilities through mentoring, training, onboarding support, and ongoing technical development. The ideal candidate is a collaborative, customer-focused technical leader who can influence and support others through strong problem-solving skills, hands-on field service experience, effective communication, and a commitment to delivering exceptional customer service.
Core Responsibilities - Field Service Operations- Serve as the senior technical resource for the Field Service team, providing guidance and support on complex automation, controls, and service-related challenges.
- Assist in coordinating day-to-day field service activities to ensure timely and effective support for customers.
- Support service scheduling and resource planning activities to help maximize responsiveness and service quality.
- Provide technical leadership for service requests, project support activities, emergency service calls, and preventive maintenance programs.
- Help prioritize field service activities and support the team in meeting customer commitments.
- Identify opportunities to improve service processes, efficiency, and overall service delivery.
Customer Service & Relationship Management- Serve as a technical escalation resource for complex customer issues and field service challenges.
- Build and maintain strong customer relationships through responsive communication and technical expertise.
- Collaborate with Sales, Project Management, and Engineering teams to support customer satisfaction and identify service improvement opportunities.
- Support efforts to maintain high levels of customer satisfaction and service quality.
Technical Leadership & Team Development- Mentor and support Field Service Engineers by sharing technical knowledge, troubleshooting techniques, and best practices.
- Assist with onboarding and training activities for new team members.
- Lead by example in safety, professionalism, customer service, and technical excellence.
- Encourage collaboration, knowledge sharing, and continuous learning across the Field Service team.
- Support ongoing technical development and certification efforts within the team.
Continuous Improvement & Operational Support- Support the evaluation of service performance trends and identify opportunities for improvement.
- Assist in developing and maintaining standard work practices, troubleshooting guides, and service documentation.
- Participate in continuous improvement initiatives focused on service quality, efficiency, and customer experience.
- Provide feedback on field service tools, processes, and resource needs to support operational effectiveness.
Safety & Compliance- Promote a strong culture of safety throughout all field service activities.
- Ensure work is performed in accordance with company policies, customer requirements, and applicable safety standards.
- Participate in safety reviews, incident investigations, and corrective action activities as needed.
- Support quality assurance and continuous improvement initiatives.
Cross-Functional Collaboration- Partner with Engineering, Project Management, Manufacturing, Sales, and Operations teams to support customer needs and project success.
- Provide field service expertise during project planning, installation, startup, commissioning, and troubleshooting activities.
- Share field feedback and lessons learned to support product, process, and service improvements.
- Support collaboration between internal teams to ensure successful project execution and customer satisfaction.
Qualifications - Education- Bachelor's degree in Engineering, Industrial Technology, Automation, or a related technical field preferred.
- Equivalent combination of technical education and relevant field service experience will be considered.
Experience- 5-10 years of experience in industrial automation, controls, manufacturing, field service, or a related technical environment.
- Demonstrated experience troubleshooting and supporting industrial automation systems in a customer-facing environment.
- Experience mentoring, guiding, or providing technical leadership to peers is preferred.
- Proven ability to build strong customer relationships and deliver high-quality technical solutions.
Technical Knowledge- Knowledge of PLCs, HMIs, SCADA, industrial networking, motion control, robotics, and related automation technologies.
- Strong troubleshooting and root-cause analysis skills.
- Experience with service management software, ERP systems, CRM platforms, and reporting tools.
- Ability to interpret technical drawings, electrical schematics, and control system documentation.
Desired Soft Skills- Strong technical leadership and mentoring abilities.
- Excellent communication and interpersonal skills.
- Customer-focused mindset.
- Effective problem-solving and decision-making capabilities.
- Strong organizational and time-management skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Collaborative team player with the ability to influence without direct authority.
- Continuous improvement mindset.
- High level of accountability and ownership.
- Adaptability and flexibility in changing business conditions.
