Position OverviewThis 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 ResponsibilitiesLead 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.
- 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.
- 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.
- 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.
- Team Leadership
- Hire, coach, and develop technical personnel.
- Conduct performance reviews and establish development plans.
- Develop technical and customer service training programs.
- 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.
Qualifications- Bachelor's degree in Electrical Engineering, Engineering Technology, or related technical field preferred.
- 5+ years of experience leading Technical Support, Field Service, Warranty, or Application Engineering in industrial automation or electrical products.
- Strong technical knowledge of variable frequency drives, soft starters, motor controls, industrial control panels, and UL508A applications.
- Experience managing technical support teams, 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.
- Strong leadership, communication, coaching, and organizational skills.
- Ability to work effectively with customers, distributors, suppliers, engineering, operations, and sales.
Pay Range:- $90,000 - $125,000 depending on experience, background, and internal equity
* THIS IS A REMOTE POSITION * 
