Senior Manager of Field Services

KEY RESPONSIBILITIES:

• Leadership and Team Management

• Supervise, coach, and develop Field Service Managers and Engineers to ensure high-quality service delivery.
• Foster collaboration among cross-functional teams to ensure alignment on customer service objectives.

• Technical Support and Problem Resolution

• Provide expert guidance on fan technologies, including motor performance and controls systems.
• Lead the resolution of significant field service issues, engaging customers, sales teams, and technical staff to achieve equitable and timely outcomes.
• Recommend design improvements to enhance product quality and customer satisfaction.

• Customer Engagement and Warranty Management

• Interface directly with customers to address warranty claims and negotiate maintenance contracts.
• Engage Management team in large warranty claims
• Conduct sales visits to support service contracts and strengthen customer relationships.
• Utilize data from the field to identify warranty trends and recommend proactive solutions.

• After-Sales Service Development

• Build and maintain comprehensive service programs, including vibration-route analysis and outage repair services.
• Stay informed on emerging technologies and recommend strategic investments in tools and training.

• Controls and Motor Expertise

• Knowledgeable about motor and control systems, ensuring proper application and troubleshooting in the field. Leads efforts aimed at gaining necessary expertise within the field service team to provide effective support to our internal and external customers.
• Provide training and resources to the Field Service Team to enhance their technical capabilities in these areas.

• Quality and Process Improvement

• Collaborate with the Quality team to address manufacturing and design issues identified through field feedback.
• Recommend changes to customer service procedures to improve efficiency and reduce costs.

• Reporting and Communication

• Deliver regular status updates to the management team, highlighting field trends and financial exposures.
• Ensure clear documentation and communication of technical issues and resolutions.

• Additional Duties

• Travel as needed to address complex technical challenges.
• Perform other duties as assigned, in alignment with company goals and objectives.

QUALIFICATIONS:

• Education and Experience

• Bachelor of Science in Engineering or equivalent technical experience.
• 5+ years in equipment field repair, with expertise in fan and blower technologies preferred.
• Experience managing field service personnel and service teams in industrial equipment settings preferred.

• Technical Skills

• Proficiency in troubleshooting EC plenum fan systems, including controls and motor integration preferred.
• Strong understanding of vibration analysis and balance criteria.
• Ability to develop clear, actionable technical documentation.

• Interpersonal Skills

• Excellent verbal and written communication skills.
• Demonstrated ability to work effectively with diverse teams and build strong customer relationships.

• Certifications and Affiliations

• ASNT Level I in vibration analysis (preferred). Knowledgeable about vibration spectrum analysis and able to understand vibration reports and supporting documentation.
• Active participation in professional organizations such as ASHRAE or the American Society for Quality (encouraged).

• Physical Demands

• Ability to lift up to 35 pounds occasionally.
• Capacity to climb, balance, stoop, kneel, and reach as required.
• Extended periods of sitting and computer use.

PROFESSIONAL AFFILIATIONS:

Participation in relevant professional organizations, including but not limited to:

• American Society for Quality (ASQ)
• Other approved industry groups

WORKING CONDITIONS:

• Primarily a standard office environment with occasional field visits.

Travel required to customer sites and other facilities as needed.

As a Senior Field Services Manager you will be offered pay of $110,000-$140,000 dependent on experience. You will also be eligible for an annual discretionary bonus tied to overall performance of the organization.

At Twin City Fan we want our employees to achieve their personal best and strive to offer programs that support our employees and their families. We offer a full benefits package including medical, dental, vision, life insurance, 401K plan with employer match, as well as short/long term disability. Employees also have access to benefits such as employee assistance programs, education reimbursement, paid vacation, holiday pay, and volunteer time. Other exciting benefits TCF offers include a homeownership savings program, pet insurance, and more!

This job description is not an exhaustive list of responsibilities and may be updated as business needs evolve.

This job description does not constitute a written or implied contract of employment, nor is it an all-inclusive list of responsibilities. Twin City Fan Companies, Ltd. reserves the right to revise or change job duties and responsibilities as business needs arise. Qualifications are representative of minimum levels of knowledge, skills, and experience required.