Senior Customer, Technical & Field Services Manager
Role Purpose
Kelsius is a global leader in digital HACCP, wireless temperature monitoring, and compliance automation solutions for the foodservice, healthcare, pharmaceutical, food retail and hospitality sectors.
Due to our ongoing expansion, we are seeking a high-calibre Senior Manager to lead and scale our Customer Support, Technical Support, Field Engineering, Training, and Customer Success functions. This leader will be responsible for delivering exceptional customer experience, driving operational excellence, ensuring compliance and product expertise across the teams, and supporting the company's rapid international growth.
This is a full-time position based in the Kelsius Factory in Gweedore, Co. Donegal.
Key Responsibilities
1. Leadership & Department Ownership
2. Lead, mentor, and develop the Customer Support, Technical Support, Field Engineering, Trainer and CSM teams.
3. Build a high-performance, accountable culture.
4. Define clear roles, responsibilities, escalation paths, and communication channels.
5. Conduct weekly 1:1s and structured performance check-ins.
6. Oversee recruitment, workforce planning, onboarding and capability development.
7. Operational Excellence & KPI Management
8. Own and report departmental KPIs for Customer Support, Technical Support, Field Engineering, Training, and Customer Success.
9. Deliver KPI dashboards for executive and board reporting.
10. Lead weekly KPI review meetings and implement corrective actions.
11. Customer Experience & Escalation Management
12. Ensure all customer SLAs are consistently met or exceeded.
13. Oversee management of escalations and major incidents.
14. Act as senior contact for strategic accounts.
15. Ensure identification and management of at-risk customers.
16. Drive continuous improvement initiatives.
17. Process, Policy & Quality Governance
18. Design and implement SOPs, workflows, playbooks, and quality standards.
19. Ensure compliance with regulations and audit requirements.
20. Lead root-cause analysis and cross-functional corrective action programs.
21. Maintain documentation, version control, and knowledge base content.
22. Planning, Scheduling & Resource Coordination
23. Oversee scheduling for installations, calibrations, training, site surveys, and service calls.
24. Optimise engineer utilisation and capacity planning.
25. Ensure readiness for new product releases with proper training and documentation.
26. People Development & Culture
27. Build a learning culture with structured training and competency assessments.
28. Conduct annual performance reviews and development plans.
29. Foster collaboration and customer advocacy across all teams.
30. Strategic Contribution
31. Support service strategy, product lifecycle planning, and international scaling.
32. Lead service improvements and contribute to commercial proposals as required
33. Support trials, pilots, tenders, and enterprise engagements with key accounts.
Experience & Competencies Required
Essential
* Minimum 7–10 years' management experience in customer service, technical support or field service roles.
* Experience managing multi-disciplinary teams.
* Strong KPI and operational performance background.
* Excellent communication, escalation handling, and decision-making skills.
* CRM proficiency (Salesforce preferred).
Desirable
* Experience in regulated industries (HACCP, healthcare, pharma, labs).
* Familiarity with ISO 9001, ISO 17025, ISO 14001, ISO 27001
* Understanding of IoT and wireless solutions.
Key Attributes
* Inspirational leadership and coaching ability.
* Ability to thrive in fast-paced, scaling organisation.
* Results-driven with strong organisational skills.
* Customer-first mindset.
Please note, this job is based on-site in Gweedore, Co. Donegal, therefore applicants must reside in Donegal, be within commuting distance and have the right to work in Ireland.
At Kelsius we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.
Job Types: Full-time, Permanent
Education:
* Bachelor's (preferred)
Experience:
* Quality management: 5 years (preferred)
Work Location: In person