Field Service Manager

About Oshkosh AeroTech, an Oshkosh company

Oshkosh AeroTech is a leading provider of aviation ground support products, gate equipment and airport services to commercial airlines, airports, air-freight carriers, ground handling and military customers. Oshkosh AeroTech offers products that make a difference in people’s lives by supporting those in our communities who do some of the toughest work. They own many of the most trusted brands in the air transportation industry, including LEKTRO®, JetAire®, JetPower®, AmpTekÔ, Jetway®, and more.

The Field Service Manager is responsible for leading and developing the Field Service team and Warranty group to ensure exceptional customer support, timely product issue resolution, and continuous product improvement across Jetway commercial and military product lines. This position oversees field operations, warranty program administration, service provider performance and training needs while serving as a key liaison between customers, engineering, quality, and internal business units.

YOUR IMPACT

These duties are not meant to be all-inclusive, and other duties may be assigned:

Field Service Leadership

• Lead and manage the Field Service team with multiple direct reports, supporting a worldwide customer base across commercial and military applications.
• Oversee and coordinate field activities including product installation support for Passenger Boarding Bridges, Pre-Conditioned Air units, Ground Power Units, and mobile equipment.
• Ensure timely and professional customer support, including on-site assistance, troubleshooting, and issue escalation.

Warranty Program Management

• Administer and oversee warranty programs for all Jetway product lines.
• Track, document, and analyze incoming warranty calls to identify trends, recurring product issues, and systemic concerns.
• Monitor warranty performance indicators, including call volume, response time, resolution time, failure rates, and cost drivers.
• Utilize trend data to partner with Engineering and Quality to drive corrective actions and product reliability improvements.

Training Development

• Develop and maintain training materials and documentation to support field service and warranty activities.
• Provide technical training to field technicians, service providers, and customers to ensure consistent competency and product knowledge.
• Coordinate with Engineering and Quality teams to ensure training content reflects current product updates, field issues, and corrective actions.
• Track training effectiveness and ensure proper documentation of completed training across the service network.

Cross-Functional Collaboration & Product Improvement

• Provide structured feedback to Engineering and Quality regarding field issues while advocating for customer needs.
• Assist in new product development reviews to enhance maintainability, serviceability, and reliability.
• Support technical manual development, training efforts, and verification of service documentation and spare parts kits.

Reporting, KPIs, and Continuous Improvement

• Develop and maintain field service and warranty performance dashboards, databases, and reporting systems.
• Establish and monitor KPIs, including warranty call metrics, field service utilization, product issue trends, and corrective action progress.
• Initiate Continuous Improvement Reports (CIRs) to drive corrective actions for recurring or systemic product issues.
• Promote a culture of continuous improvement within both the Field Service and Warranty teams.

Operational Excellence & Team Development

• Recruit, mentor, and develop service personnel to enable a highly skilled and customer-focused workforce.
• Conduct regular team performance reviews, promote accountability, and ensure adherence to safety and compliance standards.
• Facilitate conflict resolution and foster a positive working environment with high employee engagement.

MINIMUM QUALIFICATIONS

• High School Diploma or GED and seven (7) or more years of relevant experience; or previous contracting experience with Oshkosh Corporation; or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.
• Two (2) or more years mentoring or leading people.
• Ability to travel up to 15% as required to support commercial and military customers, service providers, product installations, and issue resolution.