WEG is hiring a Sr. Manager, Service – Automation .
The Sr. Manager, Service – Automation leads all after-sales operations for the Automation business, including warranty, field service, customer service, repair operations, and technical support. This role ensures operational excellence, customer satisfaction, and business growth by developing high-performing teams, optimizing processes, and aligning service strategy with commercial and product-line objectives.
Primary Responsibilities:
- Define and execute the Automation Service strategy across Field Service, Technical Support, Repair Lab, Warranty, and Customer Service.
- Establish KPIs and service-level targets for response time, quality, productivity, and customer satisfaction.
- Lead continuous improvement initiatives to enhance service delivery, reduce downtime, and optimize resource utilization.
- Represent Service in strategic customer meetings, technical reviews, and business planning sessions.
- Act as the senior liaison between Service, Sales, Engineering, Product Management, Quality, and global factory aftermarket leadership.
- Develop productive and expansive relationships with manufacturing location contacts and counterparts.
- Ensure seamless communication between Field Service, Technical Support, Repair Lab, and Project Management teams.
- Oversee coordination of commissioning activities, site readiness, and multi-party alignment for MV/LV projects.
- Serve as the highest escalation point for severe technical issues, customer escalations, and high-impact failures.
- Provide guidance to Field Service Engineers, Technical Support Engineers, and Repair Specialists during complex troubleshooting.
- Oversee advanced diagnostics, failure analysis, and corrective action plans.
- Mentor supervisors, lead engineers, and specialists to build a strong leadership pipeline.
- Define competency requirements and lead technical and soft-skills training programs.
- Recruit, assess, train, and develop team members across all service functions.
- Oversee scheduling, resource allocation, commissioning readiness, and 24/7 escalation procedures.
- Support workload balancing and assignment of Field Service Engineers based on skill and project requirements.
- Oversee the Technical Support team's handling of escalated cases, remote diagnostics, and customer communication.
- Ensure the Repair Lab executes accurate evaluations, testing, warranty determinations, and refurbishments.
- Lead warranty lifecycle management, including claims, root-cause analysis, factory communication, and customer reporting.
- Coordinate quality reviews and failure analyses with internal and external teams.
- Oversee reporting of field defects, failure trends, and systemic issues to global factories.