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.