Technical Services Manager

About Camlin

Camlin is a global technology leader that operates with the vision of bringing revolutionary products to life for a wide range of industries, including power and rail, and also has interests in a number of R&D projects in a variety of scientific sectors.

At Camlin we believe in high quality engineering and design, allowing us to develop market leading products and services. In short, we love creating value for our customers by solving difficult problems. As of now, Camlin operates in over 20 countries worldwide.🌐

Technical Services Manager – North America

The Technical Services Manager will own the post-install customer lifecycle for all Camlin monitoring systems across North America.

This role is responsible for ensuring that maintenance, reactive support, customer communication, and performance reporting are delivered with discipline, transparency, and strong commercial focus.

Key outcomes include:

• Improving gross margin on support services
• Increasing customer satisfaction (CSAT) and retention
• Reducing reactive, unplanned operational activity

 Key Responsibilities

• Own and lead post-install customer support across North America
• Lead resource optimization, scheduling, and capacity planning across technical teams
• Improve margin performance through cost-to-serve analysis and ongoing cost control
• Drive service performance against SLAs, KPIs, and CSAT targets
• Lead continuous improvement initiatives to enhance service delivery, efficiency, and scalability

• Ownership mindset – Takes full accountability and follows through without requiring direction at every step
• Structured and organised thinker – Effectively manages multiple priorities with strong attention to detail
• Analytical and data-driven – Comfortable developing and using dashboards and metrics to evaluate performance
• Collaborative approach – Works effectively across cross-functional teams and influences to achieve alignment
• Resilient under pressure – Maintains composure and professionalism during critical or high-pressure situations

Required Experience

• Bachelor’s degree in a business-related discipline
• 5+ years’ experience creating and documenting processes to drive operational performance excellence
• Experience building dashboards and reporting frameworks
• Experience managing scheduling and field-based technical teams
• Strong commercial acumen with a clear understanding of P&L impact
• Experience with CRM-based tracking systems (Salesforce preferred)

Preferred:

• Exposure to warranty programmes
• Experience implementing and managing service-level metrics (SLAs, KPIs, CSAT)
  

Our Values

• We work together
• We believe in people
• We won’t accept the ‘way it has always been done’
• We listen to learn
• We’re trying to do the right thing

Equal Employment Opportunity Statement

Individuals seeking employment at Camlin are considered without regards to race, colour, religion, national origin, age, sex, marital states, ancestry, physical or mental disability, gender identity or sexual orientation.