Field Service Manager

Are you an experienced water or wastewater field services professional ready to own an entire service function and build a team as it grows? Would you like to work for a publicly traded, global organization that positively impacts the environment, alongside a multicultural team? As part of the Fluence team, you will play a pivotal role in the company's success.

At Fluence, our mission is to provide innovative solutions that transcend boundaries and contribute to the global landscape of water and wastewater treatment. We take pride in our track record of delivering exceptional work, and we know that sustaining our reputation depends on continuous improvement.

The Field Services Manager owns all field services for Fluence's Municipal Water and Wastewater business, including commissioning, warranty, paid service, and field technical support. The role directs the contractors who perform installation, startup, and service work, ensures that work is delivered safely, on schedule, and according to business requirements, and serves as the escalation point for complex issues.

Summary of Responsibilities:

• Manage all field services, including commissioning, warranty, paid service, and technical support, and ensure each is delivered to customer and contractual expectations.
• Provide day-to-day direction to contractors and service partners: assign and schedule work, set expectations, verify quality, and direct corrective action.
• Plan and prioritize field resources and schedules across projects and service calls, in collaboration with Engineering, Project Management, Sales, and Operations.
• Lead startup and commissioning of newly installed equipment and systems, including PLC programming adjustments and system dial-in, through to contractual performance acceptance.
• Serve as the escalation point for complex technical problems: determine root cause, decide the corrective approach, and judge when repair, replacement, or design change is warranted.
• Manage warranty claims and determinations, evaluate field performance data against contractual requirements, and recommend corrective actions and product improvements to Engineering and Operations.
• Develop and standardize service procedures, startup and commissioning protocols, and best practices; manage the field services budget, contractor spend, and service margin.
• Act as the senior point of contact for customers, consultants, and contractors, managing expectations on scope and performance, advising on process optimization, and overseeing training for customer operations staff. Report on service trends and performance to management.
• Lead by example on safety: ensure compliance with safety regulations and company policies by employees and contractors, and drive incident reviews and corrective actions.

Core Competencies:

• Leadership and Contractor Management: Ability to direct, coach, and hold accountable contractors and service partners, and to hire and develop employees as the team grows.
• Advanced Technical Knowledge: In-depth command of electrical principles, automation and PLC systems, mechanical and hydraulic systems, and municipal water and wastewater treatment processes.
• Independent Judgment and Problem Solving: Ability to diagnose complex, multi-system issues, weigh options, and make sound decisions without direct supervision.
• Planning and Resource Management: Ability to prioritize and schedule people, contractors, and projects across multiple concurrent sites and deadlines.
• Customer Focus and Influence: Ability to build credibility and trust with customer leadership, consultants, and contractors through technical expertise and follow-through.
• Communication and Collaboration: Clear reporting, effective communication with customer leadership, and strong cross-functional collaboration with engineering, project, and sales teams.
• Business Acumen: Understanding of contractual performance requirements, warranty exposure, budgets, and the cost impact of field decisions.
• Adaptability: Willingness to travel and support on-site activities when required.

Skills and Requirements:

• Bachelor's degree in engineering, engineering technology, or a related technical field, or an equivalent combination of education and experience.
• At least 8 years of progressive experience in field service, startup, or commissioning of water or wastewater treatment equipment, including at least 3 years in a lead, supervisory, or management role.
• Demonstrated experience leading startup and commissioning on multiple municipal or industrial water and wastewater projects through to contractual performance acceptance.
• Advanced knowledge of electrical, mechanical, and hydraulic systems, with hands-on PLC programming and troubleshooting experience and a proven ability to diagnose complex process and equipment problems.
• Proven ability to direct contractors and field technicians, including scheduling, quality oversight, and performance management; experience hiring and building a team preferred.
• Experience managing warranty claims, service budgets, and contractor spend for field operations.
• Proficiency in work management software and reporting (e.g., Excel, ERP systems), and familiarity with field service management tools and systems.
• Excellent verbal and written communication and customer service skills, including with customer leadership, and experience training customer operators on equipment operation and maintenance.
• Availability to travel throughout the US up to 50%.
• Valid driver's license.

Expectations to be Successful in Role:

• Demonstrates an understanding of the broader organization, strategic plan and overall direction of the company.
• Delivers safe, on-schedule commissioning, warranty, and service work while meeting customer expectations, and builds the contractor relationships and team needed to scale.
• Maintains a focus on the quality of the company product offering in the field, and customer relationship.