Manager, Field Service Team Development

Own the annual review for every field service technician and make it a genuine, evidence-based assessment of how that person is doing and where they are going.

Give direct, specific feedback at the point it is needed, not only at review time.

Ensure technicians meet their reporting obligations: service reports, job summaries and expense reports submitted accurately, completely and on time.

Address conduct at customer sites promptly and directly, and protect the customer relationship.

Work with Human Resources where performance or conduct requires a formal process.

Own retention for the field service population, and know who is at risk of leaving well before they resign.

Partner with the Academy on onboarding, technical training and certification.

Build visible progression routes out of field service into other areas of the company, and make them known.

Represent the group and its needs to Technical Operations and to the wider business.

Line-manage up to 30 field service technicians based in Charlotte, at customer sites, and working remotely.

Contribute to hiring and onboarding for the field service team.

Partner with Resource Management - Field Service, who own the scheduling and assignment of technicians.

Work alongside Project Managers and Project Coordinators, who own delivery of customer projects.

Draw on Technical Consulting for the technical preparation of jobs, and on Technical Consulting and Remote Support for technical support to technicians in the field, escalated to Engineering where required.

Partner with Human Resources on performance processes, compensation and development frameworks.

Bachelor’s degree or higher in relevant field.

5+ years of experience leading, developing and retaining a distributed team.

5+ years of experience in manufacturing, industrial, or skilled trade environment.

Background in human resources, organizational psychology, coaching or people development.

Demonstrated ability to earn trust and credibility with a skilled trades or field-based workforce - people who will not respond to a corporate approach.

Track record of giving direct performance feedback and following through, including where behavior has to change.

Willingness to travel up to 50%, including overnight stays and occasional evening or weekend time.

Enough technical curiosity to understand what a field service technician actually does, and to hold a credible conversation about it.

Strong listener, able to read the person as well as the words.

Ability to hold people to administrative standards without losing the relationship.

Comfortable working independently across multiple locations and time zones.

Experience supporting or leading a field service, maintenance or technical service organization.

Exposure to pharmaceutical, packaging or industrial machinery environments.

Experience with performance management where the work happens at a customer site rather than in-house.

Familiarity with service reporting and expense reporting processes.

Formal coaching, counselling or mediation qualification.

German language skills.

Travel up to 50%, primarily to customer sites across North America.

Up to 30 direct reports.

This role owns the people. Scheduling and assignment sit with Resource Management - Field Service, project delivery sits with Project Management, and technical preparation and field support sit with Technical Consulting, Remote Support and Engineering.

Reports to the Head of Technical Operations within the Technology organization.