About the roleJob Summary
The Service Center Manager is responsible for supervising a team of technical professionals in delivering field service engineering support to customers. This role ensures the effective execution of service operations, resolves complex technical issues, and maintains high levels of customer satisfaction. The manager plays a key role in setting team goals, managing performance, and ensuring compliance with service standards.
This job profile is intended for People Managers of 4+ junior to experienced expert-level roles.Position Summary
The Regional Service Manager will develop world-class water and wastewater pump service training with content focused on system troubleshooting and how to execute root cause analysis of systems. The target audience is Distributors and Representatives. As a Regional Service Manager, you will focus on developing and delivering innovative training programs on the Sulzer pumps including the development of the Sulzer service school.
Key Responsibilities• As Regional Service Manager, you will focus on developing and delivering innovative training programs for water and wastewater pump service including system troubleshooting and root cause analysis.
• Development of training materials, including webinars, presentations, videos, online resources, and new innovative training experiences.
• Conduct training sessions, workshops, and seminars for sales distributors, representatives, customers and internal staff.
• Assess training needs and continuously update and improve training programs to ensure relevance and effectiveness.
• Collect feedback and evaluate the impact of training sessions to make necessary improvements.
• Perform treatment application and system audits as needed.
Critical Success Factors• Effective presenter/communicator
• Must possess a superior customer service focus.
• Demonstrated technical aptitude and desire to learn all product lines.
• Superior analytical, problem-solving skills
• Demonstrated success through focus, good judgment, and decision-making.
• Strong sense of teamwork
• Well developed sense of urgency to deliver results.
• Excellent relationship and people skills.
Qualifications/ Experience• College degree preferred
• 5+ years' experience working in a technical service / training role
• Comprehensive understanding of pumps, motors, variable frequency drives, and pumping system design
• Proven experience in developing and delivering technical training programs, particularly in the wastewater industry
• Problem-solving abilities and a keen eye for detail in troubleshooting pump-related issues
• Good verbal and written communication skills.
• Team player, flexible, and 100% customer service attitude.
• Willingness to travel 70% within North America
• Computer Skills: Working knowledge of Microsoft Office products such as Word, Excel, Power Point, and Outlook
Safety obligations:- All employees understand and can explain the structure and objectives of the Safe Business Practices.
- All employees follow the safety rules.
- All employees have "the right and duty to intervene" in the event a safety concern becomes evident. In addition, acceptance of an intervention should be accepted in a positive manner as it could have prevented an accident.
All employees are required to comply with all work instructions, policies, and posted signs or instructions regarding safety, including but not limited to proper use of required PPE at all times.What we offer you- Competitive Paid Time Off (3 weeks to start)
- 12 Company Paid Holidays per year
- Full Medical, Dental, and Vision benefits
- Company Paid Short Term and Long Term Disability, Company Paid Life Insurance
- 6% 401K or Roth Company Match with Immediate Vesting
- Company Paid Retirement Security Contributions following 1 year of employment
- Tuition Reimbursement/Educational Assistance
- Quarterly Gym Reimbursement
