Director, Engineering Services

ICON is seeking a Director of Engineering Services to lead our customer-facing engineering services organization and act as the chief architect of our postR&D technical support ecosystem. This role is responsible for planning, organizing, directing and supervising all engineering-services operations across our product lines. This role will be responsible and accountable for customer fleet Operating Equipment Effectiveness. Duties will mirror those of top engineering leaders who develop and implement data-driven predictive and preventive maintenance programs - including condition monitoring, failure mode analysis (FMEA/RCM), and OEE tracking - as well as warranty and customer fleet upgrade programs, and field engineering support teams. Beyond technical support infrastructure, the Director of Engineering Services will develop and implement strategic goals, coordinate activities with other departments and outside agencies, prepare and manage budgets, select and develop staff, and oversee schedules and support contracts. The Director establishes efficient processes for design transfer, new product introduction, deployment, warranty, field support and mission control, ensuring that the organisation delivers worldclass services that drive profitability and customer satisfaction.

This is a highly cross-functional and technical role, ideal for someone with strong engineering and management skills who can operate at the intersection of field operations and product development. This role is based at ICON's headquarters in Austin, TX and reports to the Senior Director of Operations.

RESPONSIBILITIES:

• Strategic leadership and planning: Partner with executive leadership to define Engineering Services' mission, vision and longterm strategy. Translate corporate goals into actionable roadmaps, budgets and metrics. Develop and implement policies and procedures to ensure alignment with organisational objectives.
• Program and portfolio management: Oversee a portfolio of programs covering product introduction, customer deployments, warranty operations, missioncontrol operations, testing and continuous improvement. Balance resources across concurrent initiatives, prioritise based on business impact and manage risk.
• Budgeting and financial management: Prepare and administer annual budgets and capital plans; develop cost estimates and business cases for investments; ensure that engineering services remain a profitable business by controlling costs, pursuing service revenue opportunities and optimising resource utilisation.
• Staffing and organisational development: Build and scale a highperforming, multidisciplinary team - including program managers, field engineers, mission control operators and technical writers - from the ground up. Define roles and career paths, hire and develop talent, perform performance reviews, provide coaching and training, and implement incentive programs that establish a strong service culture in a greenfield environment.
• Reliability and predictive maintenance engineering: Design and own a data-driven predictive and preventive maintenance ecosystem. Apply expertise in condition monitoring, FMEA/RCM and OEE analysis to build or commission the data systems needed to shift the organization from reactive to proactive service - and to personally use that data to drive maintenance strategy, warranty decisions and fleet upgrade programs.
• Engineering-to-field feedback loop: Systematically capture and translate field data - failure trends, anecdotal technician observations, warranty patterns - into structured, actionable input for Engineering and Product teams. Drive redesigns and upgrade programs through this feedback mechanism, positioning Engineering Services as a strategic asset rather than a cost center.
• Process excellence and governance: Establish processes and standard operating procedures for design transfer, installation and commissioning, warranty claims, missioncontrol operations, field support and continuous improvement. Implement quality management systems and use data to drive rootcause analysis and corrective actions.
• Customer and stakeholder engagement: Collaborate with R&D, manufacturing, supply chain, sales and customerservice teams to ensure smooth handoff from design to production and field operations. Act as the senior point of contact for customers and partners on technical services, ensuring positive relationships and timely issue resolution.
• Regulatory and compliance oversight: Ensure that all engineering services comply with relevant safety regulations, building codes and industry standards, both locally and internationally.
• Innovation and technology: Champion adoption of advanced engineering tools, simulation software and digital systems to improve productivity and quality. Drive continuous improvement initiatives and explore new service revenue streams.

MINIMUM QUALIFICATIONS:

• Bachelor's or Master's degree in Engineering or a related technical field
• 7years of progressive experience in engineering, technical services or product operations, including at least 5 years leading large, crossfunctional teams
• Demonstrated ability to plan, organize and direct engineering operations, manage budgets, develop staff and deliver complex programs on time and within budget
• Hands-on expertise in reliability engineering, predictive/preventive maintenance methodologies (FMEA, RCM), condition monitoring and OEE analysis
• Proven ability to build and scale service organizations from early stages, including defining team structure, establishing career paths and instilling a service-first culture
• Strong knowledge of product development, manufacturing processes, project management methodologies and quality systems
• Track record of translating field data and failure trends into actionable product feedback, driving engineering improvements through structured field-to-product feedback loops
• Excellent leadership, communication and interpersonal skills; ability to build relationships with internal and external stakeholders and represent the company at executive and industry forums
• Experience establishing and scaling profitable service organizations is highly desirable