Sr Manager, Technical Services

Core Responsibilities

1. M&A Field Readiness

For every acquisition under IOI, own the 'Service' workstream in the integration issues and decisions framework. Deliver a structured field readiness assessment before deal close covering:

Product training gaps — identify delta between acquired equipment portfolio and current technician capabilities

Parts and inventory staging requirements — coordinate with Supply Chain on pre-positioning filters, components, and consumables by market

Market headcount assessment — flag go-live risk where technician coverage is insufficient to absorb acquired MIF

SLA risk analysis — evaluate service performance guarantees and contractual obligations against current field capacity

Non-standard product protocols — develop handling SOPs for acquired equipment outside the standard Quench portfolio (e.g., Borg & Overstrom, Flowater, DI/RO systems, air purifiers, bean-to-cup)

 

2. New Product & Program Field Requirements

Serve as the standing technical liaison between the Product Management team, Field Service organization, and Care team. For any new product, IoT rollout, installed-base IoT expansion, or program entering the FSC Intake process:

Produce a field impact analysis covering technician skill requirements, tooling, parts, and certification/training prerequisites

Define market rollout sequencing based on technician readiness and regional capability

Assess IoT implications for field execution and customer support, including connectivity requirements, troubleshooting paths, technician guidelines, Care escalation rules, and installed-base rollout impacts

Identify training development requirements and brief the L&D team on content needs

Brief Care leadership on product and IoT updates so frontline support teams understand known issues, customer messaging, and when to escalate to Field Service or Product

Serve as the field's authoritative voice in Product SteerCo discussions where service execution feasibility is at stake

 

3. Field LOE Scoping & Estimation

Own the methodology and output for estimating field labor, parts, and logistics across retrofit campaigns, forced swap programs, and other field-impacting requests. Deliverables include:

Standardized LOE framework usable by Sales, Finance, and Product in business case development

Market-level estimates that account for technician density, drive time, parts availability, and skill prerequisites

Scenario modeling for phased vs. accelerated rollout timelines

Post-execution variance analysis to continuously improve estimate accuracy

 

4. Field Technical Standards and Continuous Improvement (Secondary)

In partnership with continuous improvement (Standards Excellence), ensure field technical SOPs reflect the current product portfolio, particularly following acquisitions that introduce new equipment categories or IoT-enabled assets. Maintain a living inventory of non-standard product handling protocols across the Quench install base, including cross-functional ways of working such as phone troubleshooting guidelines, technician diagnostic steps, escalation paths, and update/issue communication routines for Field Service and Care. 

Qualifications

Required

5+ years of experience in field service operations, technical program management, or service engineering in a B2B equipment rental or service environment

Demonstrated experience designing and standing up net-new operational frameworks or processes in ambiguous, fast-moving environments — this role builds its own playbooks as much as it executes them

Demonstrated ability to assess field technical capability gaps and translate them into structured training or operational plans

Experience working cross-functionally with product, operations, and supply chain teams

Strong analytical skills; ability to build and defend LOE estimates using data

Excellent written and verbal communication — must be credible with both field technicians and VP-level product and operations leaders

Willingness to travel to field markets for readiness assessments, M&A go-live support, and technician engagement

Preferred

Direct experience with POU water, ice, or related equipment categories (Wellsys, Borg & Overstrom, Manitowoc, etc.)

Prior involvement in M&A integration, equipment fleet transitions, or product launch programs in a field service context

Experience supporting IoT-enabled equipment programs, connected device rollouts, remote diagnostics, or customer/field troubleshooting workflows

Familiarity with FSM/dispatch systems, service SLA frameworks, and field workforce planning

Experience in a high-growth or acquisition-intensive business environment