What are the responsibilities and job description for the Service Manager – Field Operations position at Forgent Power Solutions, Inc.?
Description
This role is open to MN, MD, TX, GA.
The Service Manager –Field Operations will lead and develop the service operations team responsible for preventive maintenance, modernization, commissioning, and emergency response across switchgear and other power generation systems. This individual will ensure that all service delivery meets the highest standards of quality, safety, and customer satisfaction while driving process excellence and continuous improvement in our service delivery.
This role requires strong leadership, excellent technical knowledge of low and medium voltage systems, and the ability to manage multi-disciplinary teams in fast-paced field environments.
Key Responsibilities
Leadership & Strategy
The statements above are intended to describe the general nature and level of work being performed. They are not an exhaustive list of all responsibilities, duties, or skills required. Forgent Power reserves the right to modify, interpret, or apply this job description as needed.
Equal Employment Opportunity Statement
Forgent Power is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected class.
This role is open to MN, MD, TX, GA.
The Service Manager –Field Operations will lead and develop the service operations team responsible for preventive maintenance, modernization, commissioning, and emergency response across switchgear and other power generation systems. This individual will ensure that all service delivery meets the highest standards of quality, safety, and customer satisfaction while driving process excellence and continuous improvement in our service delivery.
This role requires strong leadership, excellent technical knowledge of low and medium voltage systems, and the ability to manage multi-disciplinary teams in fast-paced field environments.
Key Responsibilities
Leadership & Strategy
- Lead, mentor, and develop the switchgear/power generation service team to achieve operational excellence and align with company growth objectives.
- Foster a proactive, safety-first, and customer-centric culture across all service operations.
- Act as a brand ambassador for Forgent Power service expertise and reliability.
- Develop and implement best practice service procedures, ensuring standardization across regions and projects.
- Align departmental goals with global service strategy to enable consistent and scalable operations.
- Plan and manage daily service activities including maintenance, repairs, commissioning, testing, and emergency response.
- Allocate personnel and resources effectively to meet contractual service-level agreements and response times.
- Oversee the management and execution of planned maintenance programs for low/medium voltage switchgear, generators, UPS systems, and control systems.
- Ensure service is delivered to the highest safety, quality, and efficiency standards.
- Develop and monitor KPIs and service performance metrics for service delivery teams.
- Manage service contracts with a deep understanding of technical and commercial obligations (e.g., response times, system uptime, warranty commitments, etc.).
- Support commercial reviews, budgeting, and cost control measures for the service department.
- Participate in customer meetings and reliability reviews, providing updates on service performance and improvement initiatives.
- Prepare, review, and present technical documentation such as field service reports, Start Up documentation, MOPs, and reliability analysis.
- Recruit, train, and develop service engineers and technicians, ensuring technical competence across power systems.
- Manage relationships with regional service partners and contractors to ensure availability of qualified resources.
- Conduct monthly reviews with third-party contractors to ensure compliance with Forgent Power safety and service standards.
- Ensure full compliance with Forgent Power’s Health & Safety policies across all field activities.
- Maintain up-to-date training and certification records for all service personnel.
- Support root cause investigations for recurring technical or quality issues, working closely with Engineering and Quality teams to implement permanent corrective actions.
- Work closely with Sales, Engineering, and R&D teams to support new product introductions and field trials.
- Identify recurring service issues and work cross-functionally to implement long-term engineering solutions.
- Use field data to drive predictive maintenance strategies and reliability improvements.
- Contribute to annual budget planning and continuous improvement initiatives across the service function.
- Minimum 5 years of experience in a similar Service Management or Field Operations role within switchgear, power generation, or critical power infrastructure industries.
- Proven experience managing field service operations, including preventive and corrective maintenance programs.
- Strong knowledge of low and medium voltage electrical systems, protection schemes, power distribution, and control systems.
- Experience in data center, industrial, or utility power environments preferred.
- Strong commercial and contract management acumen.
- Excellent leadership, communication, and people management skills.
- Demonstrated ability to prioritize and perform under pressure in complex, time-critical situations.
- Familiarity with ISO and safety compliance standards.
- Willingness to travel internationally as required.
- Customer-focused mindset with a strong sense of ownership and accountability.
- Excellent problem-solving and decision-making abilities.
- Strong organizational and resource management skills.
- Effective communicator with both technical and non-technical stakeholders.
- Committed to continuous improvement and team development.
- Safety performance and compliance
- Customer satisfaction and service delivery timelines
- Technician utilization and productivity
- Reports To: Senior Director Service Operations
- Direct Reports: Field Service Technicians
- Travel required (20–40%) to field sites, customer locations, and branch offices.
The statements above are intended to describe the general nature and level of work being performed. They are not an exhaustive list of all responsibilities, duties, or skills required. Forgent Power reserves the right to modify, interpret, or apply this job description as needed.
Equal Employment Opportunity Statement
Forgent Power is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected class.