Global Field Service ManagerThe OpportunityThe global Field Service Manager is responsible for leading the field service organization supporting Det-Tronics Flame & Gas Detection and Safety Detectors and Systems. This role oversees a team of field service engineers and technicians responsible for commissioning, maintenance, troubleshooting, inspections, upgrades, and emergency support activities. The position ensures safe execution, customer satisfaction, service growth, and operational excellence while maintaining compliance with industry standards and company safety requirements.
Key ResponsibilitiesService Operations Leadership- Lead and develop a team of Field Service Engineers, Technicians, Principal Engineer, Scheduling and Analyst.
- Manage resource planning, workforce utilization, and scheduling.
- Ensure timely execution of customer service requests and project activities.
- Drive continuous improvement in service delivery processes.
- Monitor service KPIs including Utilization, customer satisfaction, revenue and profitability.
Technical Leadership- Provide technical oversight and support on the Flame and Gas Detectors & Systems:
- Support complex troubleshooting and root-cause analysis.
- Review commissioning and acceptance test procedures.
- Ensure adherence to industry standards and best practices.
Customer Management- Serve as senior escalation point for customer issues.
- Develop strong relationships with key accounts.
- Support service contract renewals and growth initiatives.
- Conduct customer reviews and performance meetings.
- Identify opportunities for upgrades, modernization, and lifecycle services.
Safety & Compliance- Promote a strong safety culture and zero-incident mindset.
- Ensure compliance with company EHS requirements and qualification to industry best practices, benchmarking performance such as ISNETworld.
- Support execution in accordance with global certified product, systems and safety standards
- Ensure technician certifications and training remain current.
Financial Management- Manage service revenue and margin performance.
- Support Field Service growth strategy, annual operating plan and forecasting activities.
- Monitor labor efficiency and project profitability.
- Drive service growth through contracts, spare parts, and upgrades.
Talent Development- Recruit, mentor, and develop field service personnel.
- Build succession plans for critical positions.
- Conduct performance reviews and development planning.
- Ensure technical competency across the service team.
What You Bring: Required QualificationsEducation- Bachelor's degree in Engineering, Engineering Technology, or related technical discipline preferred.
- 10+ years of experience in industrial automation, fire and gas, process safety, or related industries.
- 3+ years of leadership experience managing field service organizations.
- Experience supporting customers in high-hazard industries.
- Strong knowledge of commissioning and maintenance practices.
Preferred Technical Experience- Fixed gas detection systems
- Optical flame detection technologies for hazardous locations - Multispectrum Infrared (IR), Ultraviolet/Infrared (UVIR), Single-Frequency IR, and Ultraviolet (UV)
- Fire alarm and suppression systems
- Safety Instrumented Systems (SIS)
- Industrial networking and communications
- Hazardous area installations
- Functional Safety lifecycle management
Preferred Industry Background- Oil & Gas
- Petrochemical
- LNG
- Power Generation
- Marine & Offshore
Key Performance Indicators (KPIs)- Safety Incident Rate
- Customer Satisfaction Score
- Service Revenue Growth
- Gross Margin Performance
- Technician Utilization
- Contract Renewal Rate
- On-Time Service Delivery
- Employee Engagement & Retention
Benefits:At Det-Tronics, we believe in taking care of our people. Our comprehensive benefits package includes:
- Health & Wellness: Medical, dental, and vision insurance plans with company contributions
- Financial Security: 401(k) retirement plan with company match, life and disability insurance
- Time Off: Generous paid time off (PTO), holidays, and flexible scheduling options
- Professional Growth: Career development programs, training opportunities, and tuition reimbursement
- Employee Support: Employee Assistance Program (EAP), wellness resources, and global mobility support
- Ownership Culture: Participation in our Ownership Program, empowering employees to share in our success
