Job Type
Full-time
Description
Position Summary: We are seeking an experienced Service Manager to lead service operations for our industrial equipment business. This role oversees the Service Department's teams and processes, including Installation Preparation and Follow-up, Remote Support, repairs, preventive maintenance, and service execution for large projects. The Service Manager is accountable for service quality, customer satisfaction, employee development, and efficient use of resources.
Objectives of this role- Lead and develop the Service Department team.
- Ensure service work is planned, staffed, and completed safely and on schedule.
- Deliver consistent service across installations, Remote Support, repairs, and preventive maintenance.
- Manage service resources and costs across department activities.
- Oversee service execution for large service agreements and relocation projects.
- Use performance data and customer feedback to address issues and improve service delivery
Your tasks- Lead, coach, and develop Service Department employees; set priorities and performance expectations and review results, staffing, workload, and development needs.
- Ensure service technicians are properly assigned, scheduled, trained, and supported.
- Oversee installation readiness, scheduling, progress follow-up, and closeout.
- Monitor labor, travel, parts, and other service costs; identify variances and coordinate corrective actions.
- Oversee Remote Support response, case ownership, escalation, customer communication, and service quality.
- Oversee repair and preventive maintenance planning and execution, including dispatch, parts readiness, documentation, safety, and customer communication.
- Lead service execution for large service agreements and relocation projects, coordinating scope, resources, schedules, costs, risks, and customer commitments with Service Sales, Sales, Operations, and other stakeholders.
- Monitor service performance, costs, workload, quality, and customer outcomes; report results, risks, and corrective actions to the Director of Service.
- Coordinate recurring technical issues and process improvements with Engineering, Quality, and other functions.
- Maintain, develop, and adhere to established department and company standards, procedures, and policies
- Perform other duties as assigned.
Requirements
- Bachelor's degree in engineering, Business, Operations Management, or a related field preferred; equivalent education and relevant experience may be considered.
- Five or more years of experience in service operations, field service, technical support, or a related industrial environment.
- At least two years of supervisory or people-management experience.
- Strong technical aptitude and ability to resolve operational and customer issues.
- Strong leadership, communication, organization, and problem-solving skills.
- Analytical and reporting skills, including the ability to interpret service and cost data and recommend corrective actions.
- Ability to manage competing priorities, staffing, resources, schedules, and project commitments.
- Proficiency with Microsoft Office and service-management or CRM systems.
- Ability to travel up to 25% as business needs require.
Work Environment:- Travel within the US and Canada required 25%
Physical Demands:- Lifting of computer and office equipment: 0-25 lbs.
- Frequency of lifting: infrequent
- Walking and sitting throughout workday
- Ability to bend, stoop, kneel, or crawl: infrequent
- Ability to speak and listen on the telephone
- Ability to type, and view a computer screen
- Visual, Hearing, Dexterity & Mental Demands
- Adequate to perform the essential functions of the job such as using a telephone, operating a computer, and other office equipment.
Must be able to pass a background check and drug screening.
Disclaimer: Where a specific pay range is noted, it is a good faith estimate at the time of this posting. The actual salary offered will be based on experience, skills, qualifications, market/business considerations, and geographic location.
