Regional Technical Solutions Manager
Engineered Machined ProductsSUMMARY: The Regional Service Project 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 &…