Job Summary: The Manager, Field Service is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and growth of the ABS customer service portfolio. This role requires a high level of initiative, self-motivation, and engagement with customers and internal stakeholders, aiming for 100% customer satisfaction. This individual will work closely with our prototype and production engineering manufacturing teams, as well as key suppliers and the validation/testing teams. Responsibilities: Service * Ensure customer satisfaction with product performance and field service activities. * Assign and schedule regional Service Technicians. * Develop and maintain tools to measure and report delivered quality metrics. * Analyze field returns to identify the root cause and corrective actions. * Complete root cause analysis and corrective actions for product and process failures. * Use documented data-driven and structured problem-solving methods. * Provide technical support for the resolution of product issues in the field. * Prepare and approve quotations for field service activities. * Write rework instructions and coordinate execution through field service technicians. * Coordinate with logistics team for shipping and receiving. * Review and approve field service reports; provide complete and professional documentation to the customer. * Responsible for after-hours and emergency 24/7 customer support. * Maintain spare parts programs with cross-functional operations support. * Present training programs for key customers and stakeholders to be utilized at customer sites, industry events, and new installations. Warranty * Manage customer Return Material Authorization (RMA) process. * Manage customer Warranty process. * Implement warranty processes and tracking, including process flow diagrams and call center scripts. * Create Customer and Product Warranty documents. * Implement systems and tools including Web-based, telephone, and email to collect and capture customer satisfaction data and ensure resolution and tracking of customer concerns. * Adhere to federal and state regulations. * Adhere to all company policies, processes, and procedures. * Performs other duties as requested, directed, or assigned. * Predictable and reliable attendance. Position Qualifications: * Bachelor's degree in business, engineering, or a related field. * Demonstrated project management experience, including lean, six-sigma practices, and other related structured problem-solving practices. * Minimum of seven (7) years of experience working in customer service and >5 years of experience leading teams of skilled mechanical and electrical service technicians. * Minimum of five (5) years of working with complex electro-mechanical systems required. * Highly collaborative with a genuine passion for customer service. * Excellent analytical, communication, and presentation skills. * Strong interpersonal skills to work with team members on all levels of the organization. * Highly organized and detail oriented. * Ability to travel approx. 25% domestically and internationally. * Ability to work in a dynamic start-up environment where initiative and ownership is required. * Assertive, and not afraid to share their opinion. Key Competencies: * Focuses on Quality: Drives work results with a quality focus on actions and results. * Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeking input from others, and identifies connections and/or root causes of problems. * Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results. * Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure