Field Engineering Manager

POSITION SUMMARY:

The Field Engineering Manager will lead a team of Service Engineers and Sr. Service Engineers to drive the successful deployment and adoption of our technology solutions within client environments. This role will be required to develop comprehensive performance management KPIs for internal field resources as well as partnering with the Installation Partner Manager to improve and maintain first-time quality success for all contracted installations. The Field Engineering Manager is responsible for developing, enhancing, and managing field service execution and success, programs supporting our Field Engineering team training and certification processes, and professional services revenue generation. This role is pivotal in bridging the gap between pre-sales and post-sales activities, ensuring that our solutions deliver tangible value and meet customer expectations. The ideal candidate will have a sharp business mind, with a focused acumen capable of strategic thinking, analytical approach to problem solving, financial literacy, and is an agent for organizational change. As a natural leader, this person should have a strong talent for project coordination and delegation, with motivation by a desire to optimize productivity and nurture program success from inception to completion.

ESSENTIAL FUNCTIONS:

To perform this job successfully, an individual must be able to perform each essential function at the highest level of perfection and professionalism.

• Recruit, develop, support, and manage deployment for a team of Service Engineers
  • Manage account assignment for new customer trials and commercial expansion activity
  • Develop, support, and ensure completion of technology product training and certification programs
  • Foster a collaborative and high-performance culture that emphasizes continuous improvement and professional development
  • Design and implement escalation tracking mechanisms leveraging rich field data to inform product design and integration

• Maintain Optimal Field Services Operation

• Monitor and evaluate team performance metrics, focusing on key indicators such as time-to-value, customer satisfaction, solution adoption rates, and issue documentation and resolution
• Coordinate with Installation Manager to ensure a high quality and performance bar is standardized across all internal and external installation activities.
• Coordinate with Systems Engineers to identify root cause and countermeasures for new product testing and validation, provide field support for testing and debugging issues
• Maintain Financial Management and oversight for Field Engineering team, ensuring effective resource allocation and cost control, leveraging external installation partners to enhance scale while minimizing team travel. Justify economic value of Field Engineering engagements by quantifying the impact on deployment speed and customer retention

• Engage in cross-functional leadership teams to develop and iterate best practices for installation success
• Ensure development of First Article technical documentation, standard operating procedures, troubleshooting guides, and online support content related to vehicle-specific installation processes and procedures
• Work closely with Sales, Solution Engineering, and Customer Success teams to ensure project deliverables, schedules, and performance are aligned upon during pre-trial stages.  Ensure customer’s post-installation product sustainability programs are defined, aligned upon, and supported by Service Engineers prior to hand-off to Support teams.
• Collaborate with program and product teams for simplification of integration complexity analysis, installation methods, and coordinate and delegate cross-team initiatives
• Identify key requirements for cross-functional stakeholders to improve efficiency and installation success rates, provide requirements to Installation Manager to ensure standardized high performance across all touchpoints for customer success
• Develop and manage budget for projects and be accountable for delivering against established business goals/objectives

QUALIFICATIONS:

• Eight or more years of experience in an upper-management role, preferably in program or service management
• Able to create alignment with stakeholders to create scalable solutions to remove ambiguity
• Exceptional skills in leadership, time management, facilitation, and organization

• Intellectual prowess with deep learning and analytical tenacity
• Impeccable Troubleshooting and Creative problem-solving skills
• Support Continuous Learning of Product and Support Techniques
• Provide Excellent Communication and Reporting of product inefficiencies

• Nice to Have:
  • PMP certification
  • Six Sigma (Yellow, Green, Black Belt) certification
  • Other industry certifications
  • Knowledge of NHTSA requirements

Education:

• Bachelor's degree in technical discipline

Compensation Package Includes:

• Company Paid Health Care, Dental, and Vision Coverage for you and most of your dependents
• Generous PTO and Sick Leave
• 401(K) with generous company match
• Disability, Life Insurance and Ancillary Benefits
• And much more