Field Service Manager: Engineered-to-Order (ETO) Products

Job Summary

CECO Environmental is a global leader in providing sustainable solutions for industrial air, water, and energy transition. Since 1966, we’ve been addressing the world’s most pressing environmental challenges. Our mission is to protect people, the environment, and industrial equipment, making a tangible impact across industries like renewable energy, semiconductor manufacturing, power generation, and water treatment. As a purpose-driven company, we foster a culture of innovation, collaboration, and integrity, ensuring that every project we undertake creates lasting positive change. At CECO, you’ll be part of a growing, dynamic team committed to a cleaner, safer, and more sustainable future. As part of the CECO Environmental family of brands, Kemco Systems plays a critical role in delivering specialized water solutions that protect both people and the environment. By joining our team, you’ll contribute to our shared mission of protecting global industrial operations and shaping the future of environmental stewardship.

 

A Field Service Manager for Engineered-to-Order (ETO) products is responsible for leading the installation, maintenance, and support of highly complex, customized equipment at customer sites. Unlike standard products, ETO solutions are uniquely designed for each client, requiring a manager with a high level of technical expertise, strategic project management skills, and exceptional customer relationship management abilities.

 

Your Responsibilities Will Be:

Leadership and team management

• Supervision: Oversee a team of highly skilled field service engineers and technicians, often across a large and diverse geographic territory.

• Recruitment and development: Hire, onboard, and provide ongoing training to staff to ensure they are proficient with the company's complex and customizable product lines. This includes training on new products and technical advancements.

• Performance evaluation: Monitor technician performance against key metrics like resolution time, service quality, and customer satisfaction, providing coaching and feedback.

• Technical support: Serve as the ultimate point of escalation for complex technical issues that field staff cannot resolve independently.

Project and Operational Management

• Project oversight: Manage the service lifecycle for custom projects, from planning and installation to commissioning, maintenance, and warranty support.

• Resource optimization: Strategically plan and schedule the deployment of technical personnel and resources, considering their specialized skills and proximity to the customer.

• Cost control: Develop and manage the departmental budget, monitoring project profitability and controlling expenses related to labor, travel, and parts.

• Inventory management: Oversee the inventory of specialized parts and equipment to ensure technicians have the right components for a diverse range of customized systems.

• Continuous improvement: Implement strategies, such as Lean and Six Sigma, to improve service delivery processes, increase efficiency, and reduce costs.

Customer Relationship Management

• Customer liaison: Act as the primary point of contact for high-profile clients, building strong relationships and managing their expectations for complex, unique projects.

• Issue resolution: Handle and resolve escalated customer complaints and technical issues, collaborating with other departments like sales, engineering, and manufacturing as needed.

• Contract management: Manage service contracts and promote service upgrades or preventative maintenance packages to ensure customer retention and long-term satisfaction.

Technical Expertise and Strategic Planning

• Technical guidance: Provide expert technical assistance and guidance to both the field team and customers, interpreting complex technical documents like P&IDs and design drawings.

• Process adherence: Ensure all field service activities, including commissioning and maintenance, adhere to company standards and regulatory requirements.

• Strategic growth: Work with sales and senior leadership to identify new business opportunities, develop service offerings, and contribute to the company's long-term growth strategy.

• Reporting: Prepare detailed reports on service metrics and operational performance, presenting findings to senior management and customers.

 

Required Qualifications:

• Education: A Bachelor's degree in Engineering, Business Administration, or a related technical field is often preferred.

• Experience: 5+ years of experience in a technical service management or field service role, with a focus on highly engineered or industrial equipment.

• Te