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Qualdoc · 23 hours ago

Senior Manager, Service & Field Programs

Marietta, OH

Full-time

Onsite

Senior Level

$140K/yr - $140K/yr

7+ years exp

Qualdoc is seeking an experienced Senior Manager, Service & Field Programs to lead field service enablement and customer support operations. This hands-on leader will guide a small internal service team while acting as the primary escalation point for complex field issues, ensuring effective training and documentation to support service partners and internal teams.

Document ManagementStaffing AgencySupply Chain Management

Responsibilities

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

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

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

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

Qualification

Technical service experienceField engineering experienceTechnical documentation developmentElectrical engineeringMechanical engineeringDiagnostic capabilitiesTraining program developmentCommunication skills

Required

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%