Regional Technical Solutions Manager – Advanced Products

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.