Senior Manager, Service & Field Programs at Qualdoc

Marietta, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Mar, 26

Salary

140000.0

Posted On

08 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Field Service, Customer Support, Technical Escalation, Documentation Development, Training Programs, Troubleshooting, Diagnostics, Performance Accountability, Communication Skills, Partner Enablement, Electrical Engineering, Mechanical Engineering, Problem Resolution, Installation, Commissioning, Preventative Maintenance

Industry

Outsourcing and Offshoring Consulting

Description

Senior Manager, Service & Field Programs Full-Time | Travel: 40–50% Salary: Up to $140,000 per year Job Type: Direct Hire Position Overview We are seeking an experienced Senior Manager, Service & Field Programs to lead field service enablement, customer support operations, and technical escalation activities. This hands-on leader will guide a small internal service team while acting as the primary escalation point for complex field issues. This role includes developing documentation, training programs, and systems that empower internal teams and strategic service partners to perform installation, commissioning, preventative maintenance, and troubleshooting to company standards. The position also requires frequent on-site engagement to diagnose issues, implement solutions, and collect improvement feedback. \n Leadership & Program Development Manage internal service resources and establish procedures, documentation standards, and performance accountability. Serve as the primary liaison between the company and external service partners, ensuring alignment on training, service expectations, and escalation processes. Develop and maintain “train-the-trainer” programs for partner service teams. Oversee creation and maintenance of manuals, installation guides, troubleshooting charts, and certification tracking. Customer Support & Triage Act as the lead technical contact for customer complaints and field issues. Lead or participate in triage calls to determine root causes and field actions. Maintain strong communication between engineering, production, and customers during problem resolution. Ensure accurate and timely documentation of service tickets, corrective actions, and field reports. Field Service & Troubleshooting Support complex on-site start-ups, diagnostics, and repairs. Lead critical field interventions and warranty investigations. Capture field insights and provide feedback to engineering for continuous improvement. Assist with prototype installations and new product validations. Partner Enablement Train and certify partner technicians to company standards. Conduct on-site assessments of partner service performance. Build strong working relationships with partner leadership to ensure alignment and responsiveness. Qualifications Bachelor’s degree in Electrical or Mechanical Engineering preferred, or equivalent field experience. 7–10 years of experience in technical service, commissioning, or field engineering within electrical infrastructure, power distribution, data centers, or related industries. Strong diagnostic and field repair capabilities for complex systems. Proven experience developing technical documentation and training programs. Excellent communication skills across customers, partners, and internal stakeholders. Ability and willingness to travel 40–50%. Benefits: Dental insurance Health insurance Vision insurance \n

Responsibilities

The Senior Manager will lead field service enablement and customer support operations while acting as the primary escalation point for complex field issues. This includes developing documentation and training programs to empower internal teams and strategic service partners.