Regional Technical Solutions Manager – Advanced Products

Escanaba, MI

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Job Description

Job Title: Regional Technical Solutions Manager

Department: Customer Care

Division: Advanced Products

Location: Escanaba, MI (Remote)

Shift: 1st

SUMMARY:

The Regional Technical Solutions Manager serves as the primary technical service liaison for customers in the assigned region, combining hands-on troubleshooting expertise with structured project management to drive complex issues to resolution. This role owns service-readiness assessments for engineering changes and new product releases, leads cross-functional process improvement initiatives, and maintains governance over customer-facing service content and documentation. The position requires the ability to work independently across technical, commercial, and quality domains, making it suited to a candidate with an associate degree in engineering and substantial field service experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Issue Management & Technical Resolution

Act as the primary source of information and technical assistance for customers in the region.
Provide on-site and remote troubleshooting; define the problem, coordinate cross-functional resources, establish and track corrective actions, communicate status to stakeholders, and drive customer issues through verification and closure.
Lead structured root cause analysis and corrective/preventive action (CAPA) processes for recurring or complex field issues, including containment, 5-Why or 8D analysis, corrective action implementation, verification of effectiveness, and documented closure.
Escalate cross-functional issues to engineering, quality, manufacturing, and supply chain teams as needed, while retaining ownership of the issue through resolution.
Work closely with customers to resolve material issues such as delivery, quality, and capacity constraints; coordinate with internal teams to meet customer commitments.

Engineering Change & Product Release Review

Review engineering changes and releases of programmed assemblies to identify and assess impacts on service operations, training, documentation, customers, and field execution.
Own the service-readiness determination for engineering changes and new product releases, ensuring that service manuals, training materials, parts availability, and customer communication plans are updated and in place prior to implementation.
Support and maintain product service manuals; perform technical reviews and edits of product documentation to ensure accuracy, completeness, and usability for field service and customer use.

Service Project Management

Manage field service and process improvement projects, including defining scope and deliverables, developing schedules and action plans, coordinating internal and external resources, sourcing and training labor, monitoring risks and progress, supervising field execution, verifying quality, reconciling invoices, and closing projects against agreed requirements.
Lead process improvement initiatives that reduce service response times, decrease recurring failures, improve first-time-fix rates, lower service costs, and enhance the overall customer experience.
Develop and maintain standard work, service procedures, and lessons-learned documentation to drive continuous improvement across the service organization.

Service Metrics, Reporting & Knowledge Management

Track, analyze, and report on key service performance indicators, including service inquiry trends, warranty claims, resolution cycle times, customer satisfaction, and project status.
Identify systemic issues and emerging trends from field data; present findings and recommendations to leadership to inform product, quality, and service decisions.
Maintain up-to-date and accurate records of training activities, service travel, and all service help inquiries to ensure audit-readiness and support continuous improvement efforts.
Prepare field reports highlighting issues from the customer standpoint — including design, installation, and service concerns — and make actionable recommendations to remedy situations. Communicate customer needs and expectations to sales management in concise, objective reports.

Training & Customer Enablement

Perform training concerning the installation and maintenance of products for customers; perform training for service personnel. Ability to train the trainer and product training experience considered a plus.

Customer-Facing Content & Digital Channel Governance

Oversee service-related customer-facing digital channels and web tools, including technical content for the company YouTube channel, review and approval of customer website accounts, and the accuracy and suitability of web-based information provided to prospective and existing customers.

Customer Relationship, Sales Support & Quality Review

Participate in management quality reviews with customers; support and participate in customer meetings where appropriate.
Represent Advanced Development to customers where appropriate.
Work closely with the regional sales manager to provide technical support during customer engagements, including pre-sale technical consultations, product demonstrations, and solution scoping.
Travel with the regional sales manager on customer visits as needed to provide technical expertise, support relationship-building, and address customer questions or concerns in real time.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS

OEM or distributor service experience in transit or on/off road applications is required, civilian or military experience in heavy duty equipment maintenance is acceptable. Experience with outside sales, inside sales, sales engineering, and or warranty administration are considered a plus. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER QUALIFICATIONS

Must be able to travel 50% of the time or more, including driving, flying or other appropriate means of effective travel.
Valid driver’s license and ability to operate a motor vehicle.
Ability to work in industrial/manufacturing environments, including standing, walking, and occasional lifting of materials or equipment.

EDUCATION and/or EXPERIENCE

Associate’s degree in Engineering, Engineering Technology, or a related technical field.
5–7 years of experience in field service, technical service, or a related technical support role in a manufacturing or industrial environment.

LANGUAGE SKILLS

Ability to read, analyze and interpret common technical documents and engineering drawings. Ability to effectively present information to top management, public groups, and/or customers.

MATHEMATICAL SKILLS

Ability to utilize mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

COMPUTER SKILLS

Proficiency with Microsoft Office Suite (Word, Excel, SharePoint) and CRM or service management systems.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

None

ADDITIONAL INFORMATION

Off/On Highway or Transit experience is preferred.
Strong negotiation skills.
Strong organizational, motivational and communication skills.
Possess a high level of independent judgment, professionalism, integrity and honesty.
Track record of obtaining goal-oriented results.
Self-Motivated to achieve high goals and targets and to work remotely.

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I certify that all of the information furnished on the Application is true, complete and correct. I understand and agree that any falsification, misrepresentation or omission of fact either on this Application or during the pre-hire process will be reason for (1) my not being offered employment or (2) dismissal at any time from the service of EMP if employed.

I understand that nothing contained in this employment application or in the granting of an interview is intended to create an employment contract between EMP and me for either employment or for providing of any benefit. No promises regarding employment have been made to me and I understand that no such promise or guarantee is binding upon EMP unless made in writing and signed by the president of EMP.

If an employment relationship is established, I understand that my employment and compensation are for no definite period and may, regardless of the time and manner of payment of my wages and salary, be terminated at any time by me or the Company, with or without cause, and without any previous notice. I also understand and agree that the Company has the right to unilaterally modify and/or terminate any policies, practices, procedures and standards it has adopted or implemented, to the extent not limited by law. I acknowledge that no Company employee nor representative, other than the President, has either the power or authority to enter into any agreement for employment for any specified period of time, or to make any representations or agreements contrary to any of the foregoing, unless that agreement is in writing and signed by the President of the Company. I understand that any prior representations, promises, contracts or statements made by or on behalf of the Company are expressly superseded by the foregoing.

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