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ATS Automation Technical Services Manager in United States

Technical Services Manager

Job Description


The Service Manager on the After Sales and Service team will be responsible for managing the deployment of technical resources for the execution of service projects within the Cambridge Life Sciences Division. The candidate will provide coaching to the mechanical electrical and control field technicians and to the Services Engineering team, support and initiate continuous improvement initiatives, manage key performance indicators (KPIs), and ensure that customer satisfaction expectations are exceeded. Furthermore, the manager will be a key stakeholder in the implementation of new KPIs, technology and platforms that will evolve and enhance the customer experience.


• Manage the technical field service and service engineering resources to staff service projects to meet schedules within budget.

• Manage the resource schedule and loading for all projects.

• Collaborate with Project Managers, functional managers, other ATS divisions, and Global Services to ensure that the right resources are provided to fulfill resource requests.

• Manage customer escalations and conduct problem solving exercises to ensure that the root cause of the issue is identified, and proper corrective actions are implemented. Gauge customer satisfaction through the use of surveys and, as necessary, customer visits.

• Co-ordinate with project management, sales and account managers to identify proactive solutions to maximize the service offerings and resource utilization. Promote value added service solutions for customers by utilizing contractors, ATS team members at customer sites, and other appropriate resources.

• Encourage the continued evolution of the service business through the use and deployment of technology and best practices. Participate with Global Services on the implementation and enhancement of customer facing interfaces for technical services.

• Responsible for the management and updating of applicable service departmental ISO procedures, guidelines, templates and best practices. Participate in audits as necessary to demonstrate conformance to department processes.

• Collaborate with other ATS Divisions and Global groups to disseminate best practice, collaborate on opportunities and engage in corporate initiatives.

• Coach and mentor the team to ensure conformance to guidelines and best practices. Provide supportive and constructive feedback to team members and manage performance.

• Provide daily, weekly and monthly reporting on key performance metrics to Service Leadership. Actively encourage and implement initiatives to improve metrics and achieve department goals.

• Participate in ABM and Kaizen events

• Working manager. Will provide hands on support if needed to critical situations and ensure that deadlines are achieved.

• Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.

• Participate in the customer on call remote support program as necessary

• Travel expectation up to 10%, mostly in North America with some potential international travel.



A post-secondary diploma or degree specializing in technology, engineering or equivalent.


The successful candidate is an excellent communicator, displays professionalism, leadership and has well-developed interpersonal skills. Possesses the ability to collaborate with a multi-disciplined engineering team. An excellent understanding of pneumatic, hydraulic, electrical and mechanical components, along with the ability to read drawings is essential.

• 10 + years’ experience in field service, with at least 5 years in a leadership position.

• Project management experience in the automation industry is an asset

• Experience with troubleshooting mechatronic systems.

• Strong background/education in lean process, procedure, and manufacturing practice.

• Driven continuous improvement mentality and experience with conducting problem-solving exercises, root cause analysis and success implementation of initiatives.

• Fluent in English, written and oral.

• Possesses excellent time management skills and is able to co-ordinate multiple projects.

• Resilient, calm under pressure, self-driven, attentive to detail, consistent, and process driven.

• Proficient with Microsoft software tools including Word, Excel and Power Point, etc.

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