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
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