Technical Service Manager (TSM) Job Description

The Technical Service Manager (TSM) will cultivate and sustain relationships with potential and existing clients in technical and manufacturing sectors. This role focuses on mentoring the workforce while implementing strategies to promote growth and optimize business practices within the assigned location or department. Additionally, the position requires hands-on technical expertise to address business needs as necessary.

Responsibilities:

• Manage day-to-day operations of the assigned location or department, addressing customer concerns, employee questions, and facility issues.
• Oversee the hiring and training processes for direct reports, including conducting interviews, performance evaluations, and setting professional development goals. Mentor and coach technicians, audit performance quality, and create targeted training plans to enhance productivity and motivation.
• Develop and manage work schedules for the local team and coordinate larger jobs with other managers.
• Provide technical and practical solutions to internal and external customers by applying industry expertise. Responsibilities include preparing and reviewing quotes, performing job walks, reviewing test reports, and auditing fieldwork for quality assurance.
• Build and maintain strong relationships with internal teams, external clients, and vendors, ensuring excellent customer service in all communications.
• Monitor job performance to ensure profitability goals are met or exceeded.
• Collaborate with leadership (VPs, General Managers) to develop and execute continuous improvement initiatives and strategic plans.
• Prepare various reports as assigned to support operational transparency and performance tracking.
• Partner with Health, Safety, and Environment (HSE) teams to promote safety practices and minimize potential risks.
• Demonstrate flexibility by working varied hours, including weekends, holidays, and nights, to support business needs.
• Ensure compliance with all regulatory laws and safety procedures while adhering to company policies.
• Maintain NETA certification and pursue opportunities to advance to the next certification level.
• Perform additional duties as assigned.

Required Experience and Qualifications:

• Associate degree in a related field or equivalent experience with a minimum of 5 years in a relevant role.
• Proficiency in industry standards such as NETA, NEC, OSHA, and NFPA.
• Experience with motor control centers (MCCs), breakers, relay testing, or military training in related fields (e.g., Army Prime Power, Air Force Electrical Power Production, Navy).
• Comprehensive understanding of heavy industrial, utility, large commercial, and renewable energy systems with strong troubleshooting skills.
• Commitment to workplace safety and adherence to all electrical safety procedures.
• Availability for flexible hours, including out-of-town work, weekends, and holidays.
• Demonstrated leadership and mentoring capabilities.
• Strong written and oral communication skills, with a focus on customer service.
• Ability to manage multiple tasks, meet deadlines, and maintain accuracy and efficiency.
• Collaborative skills to work effectively with various departments and individuals across the organization.
• Valid driver’s license for positions requiring the use of a company vehicle.