Positions job title: Service Site Leader
This role requires strong technical competence in transportation test systems or automated industrial machinery, combined with proven leadership capability and a proactive, customer-first approach.
Core Duties and Responsibilities
- Lead and manage the on-site field service team, including scheduling, performance oversight, and day-to-day team coordination.
- Serve as the primary Ascential Care point of contact for the customer at the designated site(s), managing the service relationship and ensuring customer expectations are met.
- Oversee all planned and corrective maintenance activities at the site, ensuring work is completed safely, on time, and to specification.
- Monitor and manage equipment uptime and availability metrics, proactively addressing recurring issues or downtime trends.
- Review and approve service reports for accuracy, completeness, and compliance with Ascential Care standards.
- Coordinate spare parts availability and consumption at site level in collaboration with the Spare Parts CSR and Mission Coordinators.
- Escalate unresolved technical issues to In-House Engineering or development teams and track resolution.
- Conduct or facilitate regular service review meetings with the customer and provide performance data and improvement plans.
- Ensure all team members comply with site-specific health, safety, and environmental requirements.
- Conduct on-site risk assessments and enforce Ascential Care safety standards at all times.
- Support the identification and development of team members through coaching, training coordination, and performance feedback.
- Contribute to commercial activities at the site including contract renewal discussions, scope extensions, and additional service offerings.
- Identify and report opportunities for equipment upgrades, spare parts packages, and digital service tools such as Ascentialytics.
- Provide regular site performance reports to the Regional Service Operations Director.
- Support onboarding of new equipment, products, or services at the customer site.
Travel Requirements
Up to 15% travel required for regional team meetings, customer visits, or cross-site support.
Must maintain a valid drivers license.
Ability to obtain a passport for international travel if required.
Required Qualifications
- Demonstrated technical expertise in electromechanics, mechatronics, or automated industrial systems, with specific experience in transportation test equipment preferred.
- Proven experience leading or supervising a technical field service team.
- Strong customer relationship management skills with the ability to represent Ascential Care professionally at senior customer levels.
- Ability to analyze equipment performance data and develop corrective action plans.
- Excellent communication and reporting skills.
- Experience with PLC and HMI platforms (Allen Bradley, Siemens, or equivalent).
- Working knowledge of health, safety, and environmental requirements in industrial customer site environments.
- Proficiency in Microsoft Office suite and CRM/service management platforms.
Preferred Qualifications
In addition to required qualifications:
- Bachelor's degree or technical diploma in Electrical Engineering, Mechatronics, or related field; equivalent experience accepted.
- Experience with Salesforce Service Cloud or equivalent field service management platform.
- Prior experience in a service site leadership or field service management role within industrial automation or transportation test systems.
- Commercial awareness and experience contributing to service contract negotiations or renewals.
- Experience delivering performance reporting and presenting to customer management.
- Familiarity with transportation sector test systems (end-of-line, ADAS, powertrain, or equivalent).