Join Our Team as a Service Manager at Epiroc!At Epiroc USA LLC, our Parts and Service (PSD) Division provides a broad range of services with the aim of maximizing customers' productivity. We focus on spare parts supply, professional service, support solutions and training.
The Service Manager is a critical leadership role that's responsible for all service activities including Work in Progress, Recruiting, Financials, and provides solutions for customer issues occurring on any piece of Epiroc equipment in the assigned territory. This role also requires partnering in the development of our company's service structure and providing excellent communication, technical support and service presence to customers.
The work environment includes being regularly exposed to work near moving mechanical parts, fumes or airborne particles and outdoor weather conditions. Noise protection is required in this role. Service Managers are occasionally exposed to high, precarious places, toxic or caustic chemicals and the risk of electrical shock. This position is considered Safety Sensitive.
Work Type: OnsiteResponsibilities:- Develop and promote service business to generate profitable revenue, maintain customer satisfaction, and expand service offerings including component rebuilds, welding, service contracts, and rental machine maintenance.
- Lead and manage competency center employees, including hiring, training, coaching, and evaluating performance, while ensuring alignment with company policies, culture and management philosophy.
- Implement and organize service procedures to ensure structured, efficient service activities, including warranty handling, failure analysis, and safety compliance.
- Supervise and support technicians both in the field and at the service center, ensuring high performance and understanding of expectations.
- Provide leadership and coordination for all aftermarket employees, directing and evaluating their activities to achieve service center goals and objectives.
- Ensure competency development for technicians and subcontractors in product, technical, and administrative areas, while maintaining a proactive, resourceful organization.
- Manage and maintain service resources and facilities following company policies, Regional 5S guidelines, and safety and environmental standards, while fostering professional communication with customers and internal staff.
Requirements:- Bachelor of Science degree in a related discipline is preferred, and/or a minimum of 5 years of practical related experience in the mining or construction equipment field.
- Prior demonstrated experience successfully leading teams of employees required.
- Effective communication skills, including presenting information and responding to questions from groups of managers, clients, customers, and the general public.
- Strong mechanical/technical background is required for issue resolution & reasoning/discussing "root cause analysis" back to customers.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, blueprints, hydraulic schematics, electrical and circuit drawings and diagrams, and governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Advanced training in computer aided maintenance systems, reporting, databases, and spreadsheets are preferred qualifications.
- Possess a valid/active driver's license.
- Maintain current US Department of Labor, Mine Safety & Health Administration required training certificates, and keep up to date with all customer specific site safety requirements.
- Compliant with Department of Transportation policies regarding service vehicles and trailers.
- Uphold a courteous and professional demeanor in all communications with customers and internal staff.
- Travel is required in this position.
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.
