Job Description
Service is not a department at X-Series - it is the strategic backbone of how we compete and how we retain customers. The Service Manager is a critical leadership hire in that commitment.
Job Summary
The Service Manager oversees all service operations for X-Series products across the United States. This role ensures that equipment installations, commissioning, maintenance, and customer support activities are completed safely, efficiently, and in alignment with X-Series quality and performance standards.
The Service Manager leads a team of service technicians and coordinates closely with Project Management, Engineering, and Logistics to deliver an exceptional post-sales customer experience. This role requires a blend of technical expertise, leadership ability, and strong communication skills to drive service excellence and continuous improvement.
Requirements
Key Responsibilities
Team Leadership & Development
• Lead, train, and mentor the U.S. service team, fostering a culture of professionalism, accountability, and continuous learning.
• Schedule and assign service technicians for installations, repairs, and preventive maintenance tasks.
• Ensure compliance with safety procedures, customer site policies, and company service standards.
• Develop and implement standard operating procedures (SOPs) for consistent service execution.
Service Operations
• Oversee all aspects of machine installation, commissioning, and customer training.
• Manage service requests, preventive maintenance schedules, and warranty claims.
• Ensure timely documentation of service activities, parts usage, and customer feedback.
• Serve as the primary point of contact for post-installation customer support.
• Address and resolve escalated service issues promptly to ensure customer satisfaction.
• Build and maintain strong relationships with customers to promote service contracts and repeat business.
Cross-Functional Collaboration
• Collaborate with Engineering and Project Management to ensure technical issues are escalated and resolved effectively.
• Provide feedback to Product and Engineering teams based on field performance and recurring issues.
• Coordinate with Logistics to ensure spare parts availability and timely shipment of replacement components.
• Support leadership with special projects and strategic service initiatives as required.
Reporting & Continuous Improvement
• Track and report service metrics including response time, resolution rate, and customer satisfaction.
• Analyze service data to identify trends and opportunities for process improvement.
• Recommend service training, tools, and technology enhancements to improve efficiency and quality.
Qualifications
• Bachelor's degree in Engineering, Technical Management, or a related field; equivalent experience considered.
• 5+ years of experience in industrial equipment service management or technical field service.
• Proven leadership experience managing service teams in a field-based environment.
• Strong mechanical, electrical, and troubleshooting knowledge related to machinery or automation systems.
• Proficiency in CRM or service management software; Zoho preferred.
• Excellent communication, organization, and problem-solving skills.
Skills & Competencies
• Customer-focused mindset with strong interpersonal skills.
• Ability to manage multiple service projects simultaneously.
• Technical proficiency in machinery installation, diagnostics, and repair.
• Strategic thinking and data-driven decision-making.
• Strong documentation and reporting discipline.
• Leadership presence with a hands-on, team-oriented approach.
Work Environment / Schedule
• U.S.-based with regular travel to customer sites.
• Standard business hours with flexibility required for emergency service requests.
• Combination of office, field, and remote coordination work.
Benefits
Compensation Range
$80,000 - $90,000 annually, commensurate with experience and qualifications.
Benefits
• Major medical, vision, and dental insurance.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Travel reimbursement and per diem for field service work.
• Professional development and technical training opportunities.
• Performance-based annual bonus.
