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Manages the Service Engineering team responsible for supporting Catalyx’s installed customer base. Oversees daily operations including ticket queues, resource allocation, field dispatching, and SLA performance. Ensures the team delivers high-quality and timely technical support while balancing financial, physical, and human resources. Drives process improvements, service quality initiatives, and customer satisfaction metrics. Mentors engineers at all levels and maintains a culture of continuous learning, technical excellence, and cross-functional collaboration.
Responsibilities and Duties:
• Manage service engineering resources and workload distribution, maintaining the overall health of the service ticket queue, prioritizing service work, coordinating engineer assignments, and planning field dispatch activities to ensure timely ticket resolution.
• Lead escalation management for high-priority or complex support issues, coordinating cross-functional communication between service, engineering, sales, and operations teams to drive effective resolution.
• Monitor and report operational KPIs including response time, resolution time, SLA adherence, equipment uptime, and customer satisfaction while identifying systemic delays or recurring service issues.
• Provide operational visibility into service performance through reporting, dashboards, and regular status updates to leadership and stakeholders.
• Provide performance coaching, talent development, and mentorship for service engineering personnel while supporting team growth and technical capability development.
• Drive process optimizations to improve service quality, profitability, and consistency across the service lifecycle.
• Ensure service operations align with organizational standards, maintaining compliance with industry requirements, customer expectations, and Catalyx procedures while driving process optimization and continuous improvement across the service lifecycle.
Requirements
Required Qualifications:• Bachelor's or Master's degree in Mechanical Engineering strongly preferred.
• Certifications in relevant management and leadership programs preferred.
• Certifications in relevant automation platforms preferred.
• Ability to travel domestically and internationally.
• Valid driver's license.
Required Skills:
• Ability to oversee technical strategy and guide engineers on complex issues.
• Strong leadership in:
• Team management
• Talent development
• Performance management
• Resource allocation
• SLA / ticket queue oversight
• Ability to manage multiple concurrent service projects and priorities.
• Strong data-driven decision-making (KPIs, service metrics).
• Ability to mentor senior engineers, leads, and high-potential talent.
• Experience with compliance, quality, and safety standards.
• Strong communication with executives, clients, and cross-functional teams.
Benefits
Why Join Catalyx?
At Catalyx we understand that our people are our greatest asset. For this reason and many others, we take care of them. The team in Catalyx benefits from a Total Rewards package. This includes great personal benefits and professional growth opportunities.
Catalyx is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all individuals are valued, respected, and supported. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We encourage applications from all qualified candidates, regardless of background, and strive to create a welcoming environment for everyone.
At Catalyx, we are committed to attracting the best global talent. We proudly support our international employees by offering assistance with Critical Skills Visa applications for eligible candidates.
Learn more about this Employer on their Career Site
