Service Site Leader

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).