Customer Support Lead Jobs (NOW HIRING)

Dover Precision Components (DPC), A Dover Company, is hiring a Field Service Support Lead for our FW Murphy Production Controls business located in Rosenberg, TX. We manufacture and deliver a wide range of instrumentation and control solutions for the Oil & Gas Production and Natural Gas Compression markets. Our products improve the protection, performance, and reliability of the Natural Gas Supply Chain while protecting our environment and creating systems and equipment to help producers stay in compliance and meet stringent emission regulations.
Based in Downers Grove, IL, Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer and solutions provider with annual revenue of approximately $8 billion.
Summary:
The Field Service Support Lead serves as a senior technical resource and subject matter expert for billable field service and technical support activities related to FW Murphy control panels, automation systems, and engineered solutions. This role provides advanced troubleshooting, customer support, commissioning assistance, and coordination support for field service operations.
This position acts as a key liaison between customers, Engineering, Sales, Operations, and Technical Support teams to ensure timely issue resolution and high-quality customer service. In addition to serving as a technical escalation resource, the role assists with service coordination activities, supports field personnel, and contributes to process improvement and operational efficiency initiatives. This role requires a highly experienced professional capable of independently managing complex technical issues, supporting critical customer needs, and providing leadership through technical expertise, mentorship, and cross-functional collaboration.
This position provides opportunities for progressive leadership development through mentoring responsibilities, cross-functional collaboration, and increasing involvement in service operations support activities.
Responsibilities:
• Provide advanced technical support for control panels, PLCs, HMIs, instrumentation, electrical systems, and automation technologies.
• Serve as the technical escalation resource for complex customer and field support issues.
• Support customer startup, commissioning, diagnostics, troubleshooting, and field issue resolution activities both remotely and on-site.
• Provide day-to-day support and technical guidance to Field Service Engineers and technical support personnel.
• Assist with coordination of field service schedules, customer support requests, and service activities.
• Support customer communication related to technical issues, support requests, and service activities.
• Partner with Engineering, Sales, Operations, and Technical Support teams to support issue resolution and service execution activities.
• Assist in reviewing service documentation, expense reporting, and project records for completeness and accuracy.
• Support service execution activities by coordinating with internal teams as needed to ensure timely customer support and project completion.
• Help maintain accurate records related to service activities, technical support cases, and project completion.
• Assist in resolving escalated customer concerns related to equipment issues and service support levels.
• Mentor and provide technical guidance to Field Service Technicians and Support Engineers.
• Support knowledge transfer initiatives, technical training, and development of service documentation and best practices.
• Contribute to continuous improvement initiatives related to service operations, documentation, communication, and customer support processes.
• Build and maintain strong customer relationships through professional communication and technical expertise.
• Ensure compliance with company safety policies, procedures, and customer site requirements.
• Travel to customer sites as needed for startup support, troubleshooting, commissio9ning, and customer support activities.
Minimum required qualifications:
• Associate or bachelor's degree in engineering, Electronics, Industrial Technology, Automation, or related technical field preferred.
• Minimum of 15 years of experience in field service, technical support, controls engineering, automation systems, or related industrial environments.
• Demonstrated ability to independently manage complex technical troubleshooting and customer support situations.
• Strong understanding of industrial control systems, PLCs, HMIs, instrumentation, electrical systems, and automation technologies.
• Experience supporting industrial control panels, engine/compressor applications, or related automation systems preferred.
• Ability to troubleshoot complex technical and system related issues in both field and remote support environments.
• Ability to read and interpret electrical schematics, wiring diagrams, panel layouts, and technical documentation.
• Strong root-cause analysis, troubleshooting, problem-solving, and decision-making skills.
• Strong organizational and coordination skills with the ability to manage multiple priorities and support field service activities in a fast-paced environment.
• Strong communication and customer service skills with the ability to professionally support challenging customer situations.
• Experience mentoring or providing guidance to technical team members preferred.
• Experience supporting field service operations, customer support activities, or technical service coordination preferred.
• Familiarity with service documentation, expense reporting, and operational support processes preferred.
• Exposure to operational leadership, workload coordination, or service coordination activities preferred.
• Willingness and ability to travel up to 35%. .
• Ability to support occasional after-hours customer or operational needs as required.
WE DELIVER CUSTOMER SUCCESS
Dover Precision Components delivers products and services that enhance performance, improve safety, reduce carbon emissions, and accelerate clean energy adoption, through collaborative customer relationships, expert engineering, and an innovative culture. Our strong Company portfolio is comprised of long products and services offered under Cook Compression, Cook Mechanical Field Services, Waukesha Bearings, Waukesha Magnetic Bearings, Inpro/Seal, Bearings Plus, and FW Murphy Production Controls. Our global footprint reaches more than twelve locations in the Americas and more than six locations in Europe and China.
BUILDING POTENTIAL. SUSTAINING PERFORMANCE. BOOSTING FUTURES.
We are diligent in recognizing our employees' needs and providing an enriching experience through professional developmental opportunities. Our authentic, collaborative company culture, combined with a competitive suite of health and welfare offerings, emulates who we are. We are Dover Precision Components, #LifeAtDPC
Work Arrangement: Hybrid
We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position's responsibilities, a candidate's work experience, a candidate's education/training, the position's location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.
Benefits: Benefits for this position include: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, including business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.
All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.
Attention Applicants: If you are an individual with a disability and require reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact hr@doverprecision.comfor assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.
This position may be in:
Sub-Division: FW Murphy - E6069
Job Requisition ID: 66585
Job Function:
Nearest Major Market: Houston
Job Segment: Field Service, Maintenance, Instrumentation, Controls Engineer, Sales Operations, Manufacturing, Engineering, Sales