Director of Technical Services

Director of Technical Services

(also considered: Technical Service Manager / Service Manager)

Department: Technical Services / Field Service Operations (cross-functional with Engineering, Product, and Quality)

Reports To: Senior Director of Application Engineering

Direct Reports: Field Service Technicians, Service Engineers, Technical Trainers

Location: Austin, TX

Employment Type: Full-Time

About Us

Infinitum is revolutionizing the future of motors with our patented Aircore technology — delivering superior performance in half the weight and size, while reducing the carbon footprint compared to traditional motors. Our solutions open up sustainable design possibilities for smaller, lighter, and quieter machines, improving quality of life while conserving energy and reducing waste. Headquartered in Austin, Texas, we are driven by innovation and a commitment to making a positive global impact. Learn more at goinfinitum.com

About the Role

We are seeking a Director of Technical Services to lead the technical backbone of our field service, commissioning, and customer support operations across the Commercial & Industrial (C&I) market. This person will be the senior technical authority for our motor, drive, and control system products — owning everything from field troubleshooting escalations and startup/commissioning through technician development and long-term service process improvement.

This is a hands-on leadership role that blends deep technical expertise in 480VAC industrial motors, Variable Frequency Drives (VFDs), HVAC systems, and control systems with the people-leadership skills to build, mentor, and scale a high-performing team of technicians and engineers. You'll partner closely with Engineering, Product, Sales, and Quality to reduce field failures, shorten resolution times, and turn service data into product and process improvements.

What You'll Do

Technical Leadership & Escalation Support

Serve as the technical escalation point for complex field issues involving 480VAC industrial motors, VFDs, HVAC equipment, and integrated control systems

Diagnose and resolve challenging electromechanical, drive, and controls problems — from motor bearing/winding failures and shaft voltage issues to VFD faults, harmonics, and communication (MODBUS/BACnet) faults

Provide expert guidance on wiring diagrams, expected voltage/current readings, and root-cause analysis to technicians and customers in the field

Interpret and apply relevant industry standards (e.g., NEC, AMCA, IEEE 519, NEMA) to service practices and customer guidance

Team Management & Development

Lead, mentor, and grow a team of field Service Technicians and Field Engineers, setting clear performance expectations and career development paths

Manage staffing, scheduling, dispatch, and workload balancing to meet service-level commitments across multiple regions and customers

Conduct performance reviews, coaching, and skills-gap assessments to continuously raise the technical bar of the team

Build a culture of safety, accountability, and customer-first problem solving

Technical Training & Certification

Design and deliver technical training programs, hands-on labs, and certification paths for field technicians on motors, drives, HVAC, and control systems

Develop instructor guides, lab checklists, troubleshooting scenarios (with wiring diagrams and expected readings), and certification assessments

Keep training content current with new product releases, firmware/software updates, and evolving industry standards

Onboard new technical hires and validate readiness before independent field deployment

Process Development & Continuous Improvement

Establish, document, and standardize service processes — commissioning/startup procedures, preventive maintenance protocols, troubleshooting workflows, and RMA/warranty handling

Analyze field service and warranty data to identify failure trends and drive corrective actions with Engineering and Quality

Define and track key service metrics (first-time-fix rate, mean-time-to-resolution, response time, callback rate) and lead initiatives to improve them

Champion feedback loops that turn field learnings into product design, reliability, and documentation improvements

Cross-Functional Collaboration

Partner with Engineering and Product teams to support new product introduction (NPI), field-readiness reviews, and design-for-serviceability

Work with Sales and Application Engineering to support pre-sale technical scoping and post-sale customer success in the C&I market

Act as the senior technical liaison to key customers, contractors, and OEM partners during commissioning, escalations, and audits

Collaborate with Quality on root-cause/corrective-action (RCCA) and continuous improvement programs

What You Bring

Required:

Bachelor's degree in Electrical Engineering, Mechanical Engineering, Electromechanical/Industrial Technology, or a closely related field — or equivalent Industrial or Military experience.

8+ years of progressive technical experience with industrial electromechanical systems, including 3+ years leading or managing technicians and/or engineers

Deep, hands-on expertise with 480VAC (3-phase) industrial motors and Variable Frequency Drives (VFDs) — installation, commissioning, troubleshooting, and repair

Strong working knowledge of HVAC systems and control systems (PLC/BMS, sensors, and communication protocols such as MODBUS and BACnet)

Demonstrated ability to read and interpret electrical schematics, wiring diagrams, and mechanical drawings, and to diagnose from expected voltage/current readings

Proven experience developing and delivering technical training and building service processes in a manufacturing environment

Experience serving the Commercial & Industrial (C&I) market with a strong customer-facing orientation

Willingness to travel to customer and field sites as required (estimated [25–40%])

Preferred:

Experience with power electronics, motor drives, or integrated motor-drive products

Familiarity with relevant standards — NEC, NEMA, AMCA 204, IEEE 519 — and their application to service and commissioning

Background in process development / continuous improvement methodologies (8D/RCCA)

Experience with field-service management and ERP/PLM systems for service tracking and warranty management

Experience building certification programs or technical academies for field technicians

Success in This Role Looks Like

Field issues are resolved maintaining high quality, with measurable improvement in first-time-fix rate and mean-time-to-resolution

Technicians and engineers are well-trained, certified, and confident — with a clear pipeline of growing technical talent

Standardized, documented service processes reduce variability and improve customer experience

Field and warranty data consistently feeds product and process improvements, lowering repeat failures

Customers in the C&I market view the technical services team as a trusted, expert partner

Benefits

Comprehensive Health Coverage (Medical/Dental/Vision)

Short-Term & Long-Term Disability Coverage

Health Savings Account (HSA) - includes employer contributions.

Flexible Spending Account (FSA) & Limited Purpose Flexible Spending Account

401(k) - Traditional and Roth

Open Paid Time Off (PTO)

12 Paid Holidays

Community give-back opportunities.