Job Description
Lead Global Service Excellence at Twin Disc
Twin Disc is a leading designer, manufacturer, and distributor of power transmission technology for marine and industrial applications worldwide. We are seeking a strategic, customer-focused, and technically strong Senior Manager, Global Product Service to lead our global service organization supporting multiple product lines.
This critical leadership role is responsible for developing and executing a global service strategy that delivers exceptional customer support, drives operational excellence, and strengthens Twin Disc's reputation for quality and reliability. The Senior Manager will oversee field service operations, technical support, warranty administration, technical publications, and training programs while partnering closely with Engineering, Manufacturing, Sales, and Quality teams across the globe.
What You'll Do
Strategic Leadership
- Develop and implement a global service strategy aligned with business objectives and customer expectations.
- Build organizational capability and resource plans to support growing global customer demands.
- Standardize service processes and best practices across all regions.
- Drive continuous improvement initiatives focused on customer satisfaction, responsiveness, and operational efficiency.
Customer & Technical Support Leadership
- Serve as the senior escalation point for complex customer concerns and technical challenges.
- Collaborate with customers, distributors, and internal stakeholders to achieve effective issue resolution.
- Maintain strong customer relationships and advocate for solutions that balance customer needs with business objectives.
- Conduct customer and distributor visits to discuss product support, performance, service responsiveness, and warranty matters.
Global Field Service Management
- Lead and oversee field service teams and service-related activities across all locations.
- Facilitate cross-functional problem-solving efforts involving product quality, design improvements, installation challenges, and service performance.
- Ensure field service teams have the tools, knowledge, and resources necessary to support customers effectively.
Warranty Administration
- Oversee the global warranty function and establish consistent warranty management practices.
- Review and resolve complex warranty claims and coverage questions.
- Monitor warranty trends and work with Engineering and Manufacturing to address root causes.
Training & Technical Publications
- Lead the global technical training program, including curriculum development, training delivery, demonstration equipment, attendance, and budget management.
People Leadership
- Develop and lead a high-performing team through effective coaching, mentoring, and performance management.
- Manage 4-10 direct reports across service, warranty, training, and technical documentation functions.
Qualifications
Education
- Bachelor of Science degree in Mechanical Engineering, Electrical Engineering, or a related technical discipline.
- Equivalent combinations of education and experience may be considered.
Experience
- 10+ years of progressive experience in field service, product application engineering, product design, testing, or related technical functions.
- Demonstrated leadership experience managing technical teams and customer-facing organizations.
- Experience leading multi-site or global service operations is preferred.
Technical Knowledge & Skills
- Expertise in:
- Gearing systems
- Clutches
- Electronics
- Hydraulic systems
- Material and manufacturing processes
- Strong analytical and troubleshooting capabilities.
- Ability to diagnose complex product, installation, and application issues.
- Ability to communicate technical concepts clearly to both technical and non-technical audiences.
Why Twin Disc?
We offer a supportive and flexible workplace where your expertise truly matters. Our competitive Total Rewards package includes:
- Flexible work schedule supporting work‑life balance
- Competitive base salary and annual incentive plans
- Comprehensive health, dental, and vision insurance
- 401(k) with exceptional employer match
- Generous paid time off with a holiday shutdown
- Wellness Program participation
- Employee Assistance Program (EAP) with robust resources
- Opportunity to work with a diverse, high‑performing global team
