Technical Services Manager

Company: Intralox
Location: Washington
Posted on: March 12, 2025

Job Description:

Purpose: Drive customer-focused service execution, strategic alignment and operational excellence by optimizing lifecycle service offerings, managing technical escalations, fostering cross-functional and -regional collaboration, implementing continuous improvements, and empowering a high-performing technical team to enhance long-term customer system performance and customer value.Intralox is a division of Laitram, L.L.C., with an extensive portfolio of innovative conveyance solutions and services that improve lives and optimize businesses worldwide.Our global workforce of over 3,000 employees in 20+ countries consist of reliable problem solvers, continuously developing and directly delivering solutions that have driven our customers' growth worldwide for more than 45 years.Intralox was founded on the principle of doing the right thing, by treating customers, employees, and suppliers with honesty, fairness, and respect. We invest heavily in these values and aim to practice our business philosophy principles every day, which is why we have been consistently recognized for innovation and workplace excellence. We believe in the power of a good idea no matter where it comes from, using trust as the foundation to how we work, and that self-managed people are our greatest asset.Responsibilities:

• Strategic Leadership: Help set and align the direction for the North American and global LCS Services Account Team, ensuring a proactive and structured approach to service strategy and execution that aligns with commercial and global/regional goals.
• Lifecycle Service Strategy: Support the refining of service offerings to maximize customer value, drive innovation adoption, and enhance long-term system availability.
• Customer Experience: Act as a senior point of contact, managing technical escalations and developing strong relationships with senior contacts to drive long-term partnerships.
• Operational Excellence: Ensure smooth service execution, prioritizing preventative and proactive strategies to minimize downtime and optimize system performance.
• Cross-Functional Collaboration: Align technical services with customer needs by working closely with Commercial, CS, R&D, and Product, Program and Engineering teams.
• Process Improvements: Drive continuous process improvements by identifying inefficiencies and implementing best practices across all service operations. Utilize team insights to streamline workflows, enhance service delivery, and reduce operational costs.
• Team Leadership & Development: Mentor, support, and empower a high-performing technical team, grounded in a culture of continuous improvement and excellence.Required:
• Bachelor's degree in Engineering or other related field.
• 10+ years of people leadership experience.
• 5+ years of Industry experience.
• Proven track record of bridging commercial vision with execution, aligning strategy with tactical planning and follow-through.
• Strong technical judgement ideally in industrial conveyor systems.
• Proactive and results-driven, focused on preventing issues and resolving challenges effectively.
• Strong leadership in people development, closing skill gaps through effective coaching, training, and mentorship.
• Exceptional communicator, skilled in engaging customers and internal stakeholders under pressure and translating technical issues for diverse audiences.
• Resilient and agile, maintaining strong endurance and decision-making skills in a fast-paced, dynamic environment.
• Based in Hanover (Baltimore), Maryland, with 30-50% domestic and international travel.
• Proficiency in systems including but not limited to Oracle ERP, Dynamics CRM, etc.Intralox's benefit program is a major part of an employee's total compensation from the company. Hired applicants may be eligible for benefits including health, dental, vision, and disability insurance, paid time off, 401K, flexible spending account, life and AD&D insurance, long term care, tuition reimbursement, and additional voluntary benefits.The salary range provided is a good faith estimate representative of all experience levels. Intralox considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate's work experience, location, education/training and key skills. Therefore, we encourage all qualified applicants to apply regardless of their salary expectations.The position is eligible for one of the following: commissions, discretionary incentives, or production incentives according to the terms of those plans.
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Keywords: Intralox, Washington DC , Technical Services Manager, IT / Software / Systems , Washington, DC