Mysten Labs is hiring a Field Service Staff Manager to lead and develop Field Service Technicians and Work Preparators within a dedicated service region. You will ensure the safe, high-quality, and profitable execution of service operations, directly impacting customer satisfaction and operational excellence.

What You'll Do

Directly manage Field Service Technicians and Work Preparators within the dedicated service region.
Manage quality of work, profitability, target agreements, employee development, EHS standards, and customer satisfaction.
Be responsible for the classification according to the qualifications of service technicians in the region.
Oversee the quality of work execution for commissioning, repairs, overhauls, and warranty procedures across all product lines.
Collaborate in the strategic planning of the service region.
Ensure compliance with work safety guidelines for all subordinate employees and contractors.
Support Service Sales Managers by developing and introducing standardized processes.
Collect and forward feedback from service technicians and customers to Service Center and Area Managers.
Work closely with Service Area Managers to meet customer requirements with high-quality, timely service.
Optimize costs of service calls and fulfill service contract requirements.
Escalate complex technical issues to the Help Desk.
Implement and comply with all safety-relevant requirements, including EHS audits and escalation procedures.
Increase customer satisfaction by ensuring fast response times and provision of necessary service know-how.
Manage employees according to target agreements and employee development plans.

What We're Looking For

Possesses a valid U.S. Driver’s License.
High school Diploma or GED.
Completed technical or electrical/electronic training program.
Several years of experience in the electrical and/or mechanical field (preferably in plant engineering/energy sector) and in service.
Several years of experience leading a team of technicians.
Technical background, ideally with reciprocating engines in the Energy or Power Generation industry.
High degree of flexibility and resilience.
Ability to motivate employees internally.
Ability to analyze and optimize processes and procedures.
High degree of customer orientation, problem-solving, and negotiating competences.
Confident handling of Oracle and Microsoft applications.
Knowledge of business administration.
Experience with coaching and onboarding of new employees.
Willingness to travel up to 10% for customer and employee audits.
Live in the Western United States Region (AZ, CO, NV, UT, WY) or willing to move there.