Department: Service / Aftermarket - Power Equipment Division

Reports To: Corporate Vice President

Location: Richardson, Texas / Remote is possible

Travel: Frequent travel to customer and project sites across the Americas; occasional international travel as required

Scope: Launch and scale divisional service operations, field execution, customer support, and service-business performance

Position Summary

Build and lead a safe, technically strong, responsive, and commercially effective service organization for a newly established Power Equipment Division. Own the complete after-sales and lifecycle service offering for power transformers, pad-mounted transformers, packaged substations, MV equipment, and turnkey power solutions ranging from 33 kV and below through 500 kV.

Translate customer, project, and business requirements into disciplined execution across the Americas, covering service strategy, field service, installation, commissioning, testing, maintenance, troubleshooting, warranty, spares, contracts, technical support, and project handover. Establish the processes, talent, tools, and partner network needed to scale the division.

Key Responsibilities

1. Launch, Strategy, and Operations

• Define the divisional service strategy, catalogue, operating model, regional coverage, SOPs, reporting, and governance.

• Build internal capability and qualified partner/subcontractor coverage across the Americas; Hire and build an A+ team; establish service standards and escalation paths.

• Lead service delivery from request and quotation through mobilization, field execution, reporting, invoicing, warranty follow-up, and closeout.

• Develop lifecycle offerings including preventive/corrective maintenance, commissioning, testing, training, upgrades, parts, remote support, and long-term service agreements.

2. Field Service and Technical Execution

• Oversee installation, assembly, inspection, maintenance, testing, SAT, troubleshooting, repair, and energization readiness for transformers, packaged substations, MV equipment, and turnkey systems.

• Ensure execution follows approved drawings, specifications, method statements, factory instructions, customer requirements, applicable codes, and project quality plans.

• Coordinate transformer positioning/assembly, bushing and HV-lead connections, vacuum processing and oil filling, cable/bus connections, control/protection wiring, functional checks, relay/instrument testing, and required diagnostics.

• Coordinate factory, engineering, commissioning, and specialist support; ensure punch-list closure, customer acceptance, as-built records, and handover.

3. Commercial, HSE, Quality, and People

• Own the service plan and contribute to revenue, margin, cost, backlog, capacity, cash collection, and productivity targets; support quotations, renewals, change orders, claims, and profitability.

• Make HSE non-negotiable: enforce risk assessments, permits, LOTO/arc-flash controls, switching and lifting plans, toolbox talks, and stop-work authority.

• Maintain quality-at-source, inspection/test plans, accurate records, NCR/RCA/CAPA, calibration, and compliance with company, customer, OSHA, NFPA 70E, IEEE/ANSI/IEC/NETA, and local requirements where applicable.

• Lead, coach, and develop field service team leader (supervisor), technicians, coordinators, and contractors; establish competency matrices, training, succession, and partner qualification.

• Implement service-management, scheduling, mobile reporting, document-control, installed-base, tools, calibration, spares, and knowledge-management systems; use lessons learned to improve products and processes.

Key Performance Indicators

Safety: incidents, near misses, audits, training, and risk-control closure.

Customer: satisfaction, response time, on-time completion, first-time-fix, repeat issues, and escalation closure.

Business: revenue, gross margin, renewals, backlog conversion, utilization, cost, cash collection, and invoice cycle time.

Execution: schedule adherence, commissioning/testing quality, punch-list closure, documentation, warranty/claims, and rework.

Launch and capability: service catalogue, SOPs, KPI dashboard, installed-base register, resource/partner coverage, competency, and training completion.

Required Qualifications and Experience

• Bachelor's degree in Electrical, Power, Mechanical, Industrial Engineering, or a related discipline; equivalent technical training and substantial relevant experience considered.

• Typically 12+ years in power equipment, electrical infrastructure, technical service, field engineering, commissioning, or turnkey execution, including 5+ years leading a service organization or business.

• Demonstrated experience with power transformers and/or high-voltage substations, including equipment from 33 kV and below through 500 kV; pad-mounted transformers, packaged substations, MV switchgear, protection/control, and turnkey solutions preferred.

• Hands-on experience in installation, commissioning, testing, maintenance, troubleshooting, failure analysis, warranty, and customer acceptance.

• Experience launching/scaling service operations, contracts, partner networks, processes, service quotations, scope management, budgets, cost control, claims, and profitability.

• Able to interpret technical drawings, single-line diagrams, schematics, test reports, protection/control documents, and quality records.

• Knowledge of North American HSE requirements; OSHA 10/30, NFPA 70E, NETA, or equivalent certification preferred. Strong English communication; Spanish or Portuguese is an advantage.

• Valid driver's license and willingness to travel frequently across the Americas, including extended site assignments.

Leadership Profile

• Customer-focused, accountable, high-integrity builder who can create structure, talent, processes, and partnerships from the ground up.

• Strategic and analytical, yet practical and willing to engage directly with field teams, factories, and customers.

• Calm and decisive under pressure; prioritizes safety, quality, reliability, schedule, and customer impact.

• Strong communicator and relationship builder; adaptable across countries, cultures, and competing priorities.

Working Relationships

Internal: Corporate VP; Power Equipment Division; sales/business development; project management; engineering/product management; factory/operations; supply chain; finance; quality; HSE; HR; and global/regional service leadership.

External: Utilities, industrial customers, EPCs, contractors, service partners, suppliers, inspectors, testing agencies, local authorities, and site representatives.