What are the responsibilities and job description for the FIELD SERVICE MANAGER position at Kratos Industries, LLC?
Description
Role and Responsibilities:
We are seeking an experienced, customer-focused Field Service Manager to lead and grow our Field Services organization. This role is accountable for all on-site service activities, including commissioning, start-up, warranty support, troubleshooting, upgrades, and customer training. The position plays a critical role in customer satisfaction, equipment performance, and long-term service revenue growth.
The Field Service Manager serves as the primary operational bridge between customers, engineering, manufacturing, and test. While this role does not own production testing, it is responsible for ensuring that field feedback is systematically captured and driven back into factory test processes, documentation, and design improvements to reduce repeat field issues.
The ideal candidate brings strong leadership, technical depth in electrical equipment, and a bias toward proactive service execution rather than reactive firefighting.
Key Responsibilities
Field Service Leadership & Execution
Required
Role and Responsibilities:
We are seeking an experienced, customer-focused Field Service Manager to lead and grow our Field Services organization. This role is accountable for all on-site service activities, including commissioning, start-up, warranty support, troubleshooting, upgrades, and customer training. The position plays a critical role in customer satisfaction, equipment performance, and long-term service revenue growth.
The Field Service Manager serves as the primary operational bridge between customers, engineering, manufacturing, and test. While this role does not own production testing, it is responsible for ensuring that field feedback is systematically captured and driven back into factory test processes, documentation, and design improvements to reduce repeat field issues.
The ideal candidate brings strong leadership, technical depth in electrical equipment, and a bias toward proactive service execution rather than reactive firefighting.
Key Responsibilities
Field Service Leadership & Execution
- Lead, schedule, and develop the Field Services team supporting commissioning, start-up, warranty, and corrective service work.
- Own execution of all field service activities, ensuring safe, professional, and technically sound service delivery.
- Serve as the escalation point for complex field issues and customer concerns.
- Ensure field service activities align with customer schedules, site readiness, and contractual obligations.
- Position Field Services as a value-added, revenue-generating function through commissioning support, training, system optimization, retrofits, and upgrades.
- Support sales and project teams with service scopes, estimates, and technical input as required.
- Build trusted customer relationships through consistent communication, documentation quality, and issue resolution.
- Own warranty execution and cost control, including root cause identification and corrective action tracking.
- Ensure field service reports are accurate, timely, and actionable.
- Partner with engineering, quality, and manufacturing to eliminate repeat failures and systemic issues.
- Provide structured field feedback to test, quality, and engineering teams to improve factory testing effectiveness and reduce field failures.
- Participate in pre-shipment readiness reviews when required to identify field risk before equipment ships.
- Drive continuous improvement by translating field learnings into actionable process, documentation, and design changes.
- Ensure field service activities comply with applicable standards and customer requirements (e.g., UL 508A, UL 891, UL 1008, ISO 9001).
- Enforce safe work practices, job hazard analysis, and site-specific safety requirements.
- Maintain technical documentation and service procedures aligned with company and regulatory standards.
- Mentor and train field service technicians to strengthen troubleshooting capability, professionalism, and customer interaction skills.
- Establish clear expectations for documentation quality, accountability, and technical ownership.
- Support onboarding and ongoing training to build long-term service capability and bench strength.
Required
- 5 years of experience in field service leadership within electrical equipment, power distribution, or industrial manufacturing environments.
- Strong technical understanding of electrical systems, commissioning, troubleshooting, and field diagnostics.
- Demonstrated ability to manage customer expectations, schedules, and complex site conditions.
- Strong root cause analysis, documentation, and cross-functional communication skills.
- Proven leadership capability with a bias toward accountability and continuous improvement.
- Experience supporting UL-listed electrical equipment and customer inspections.
- Familiarity with ERP, service management systems, and quality systems.
- Formal training or certification in electrical systems, commissioning, or Six Sigma/continuous improvement methodologies.