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About Oshkosh AeroTech, an Oshkosh company

Oshkosh AeroTech is a leading provider of aviation ground support products, gate equipment and airport services to commercial airlines, airports, air-freight carriers, ground handling and military customers. Oshkosh AeroTech offers products that make a difference in people’s lives by supporting those in our communities who do some of the toughest work. They own many of the most trusted brands in the air transportation industry, including LEKTRO®, JetAire®, JetPower®, AmpTekÔ, Jetway®, and more.

The Field Service Manager is responsible for leading and developing the Field Service team and Warranty group to ensure exceptional customer support, timely product issue resolution, and continuous product improvement across Jetway commercial and military product lines. This position oversees field operations, warranty program administration, service provider performance and training needs while serving as a key liaison between customers, engineering, quality, and internal business units.

YOUR IMPACT

_These duties are not meant to be all-inclusive, and other duties may be assigned:_

Field Service Leadership

+ Lead and manage the Field Service team with multiple direct reports, supporting a worldwide customer base across commercial and military applications.

+ Oversee and coordinate field activities including product installation support for Passenger Boarding Bridges, Pre-Conditioned Air units, Ground Power Units, and mobile equipment.

+ Ensure timely and professional customer support, including on-site assistance, troubleshooting, and issue escalation.

Warranty Program Management

+ Administer and oversee warranty programs for all Jetway product lines.

+ Track, document, and analyze incoming warranty calls to identify trends, recurring product issues, and systemic concerns.

+ Monitor warranty performance indicators, including call volume, response time, resolution time, failure rates, and cost drivers.

+ Utilize trend data to partner with Engineering and Quality to drive corrective actions and product reliability improvements.

Training Development

+ Develop and maintain training materials and documentation to support field service and warranty activities.

+ Provide technical training to field technicians, service providers, and customers to ensure consistent competency and product knowledge.

+ Coordinate with Engineering and Quality teams to ensure training content reflects current product updates, field issues, and corrective actions.

+ Track training effectiveness and ensure proper documentation of completed training across the service network.

Cross-Functional Collaboration & Product Improvement

+ Provide structured feedback to Engineering and Quality regarding field issues while advocating for customer needs.

+ Assist in new product development reviews to enhance maintainability, serviceability, and reliability.

+ Support technical manual development, training efforts, and verification of service documentation and spare parts kits.

Reporting, KPIs, and Continuous Improvement

+ Develop and maintain field service and warranty performance dashboards, databases, and reporting systems.

+ Establish and monitor KPIs, including warranty call metrics, field service utilization, product issue trends, and corrective action progress.

+ Initiate Continuous Improvement Reports (CIRs) to drive corrective actions for recurring or systemic product issues.

+ Promote a culture of continuous improvement within both the Field Service and Warranty teams.

Operational Excellence & Team Development

+ Recruit, mentor, and develop service personnel to enable a highly skilled and customer-focused workforce.

+ Conduct regular team performance reviews, promote accountability, and ensure adherence to safety and compliance standards.

+ Facilitate conflict resolution and foster a positive working environment with high employee engagement.

MINIMUM QUALIFICATIONS

+ **High School Diploma or GED** and **seven (7)** or more years of relevant experience; or previous contracting experience with Oshkosh Corporation; or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role _._

+ **Two (2)** or more years mentoring or leading people.

+ Ability to travel up to 15% as required to support commercial and military customers, service providers, product installations, and issue resolution.

STANDOUT QUALIFICATIONS

+ Experience overseeing warranty programs, service operations, and service provider networks.

+ Experience with dispatching, technician utilization management, service quality measures, VOC feedback, and KPI tracking.

+ Strong organizational, planning, decision-making, and problem-solving skills.

+ Working knowledge of Microsoft Office applications (Word, Excel).

+ Excellent oral and written communication skills with high attention to detail.

+ Experience in Program Management or Aftermarket Support roles preferred.

Pay Range:

$91,800.00 - $153,200.00

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.

Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at [email protected].

Oshkosh Corporation is a merit-based Equal Opportunity Employer. Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.