Senior Manager, Commercial Service to lead McCrometer's DDS and commercial service function with direct ownership of service contract revenue, customer retention, and delivery performance. This is an opportunity to shape a high-visibility commercial function - at a company whose flow instrumentation solutions directly support critical water, agricultural, and industrial infrastructure - while expanding your leadership impact across a complex, cross-functional environment.
Reporting to the VP, Marketing & Strategy, this role will be hybrid at Loveland, CO.
- In this role, you'll build scalable processes for contract renewals and rental fleet management, convert recurring service opportunities into captured revenue, and establish the operational foundation for software-enabled service growth.
- You'll work closely with Sales, Service Administration, Finance, Product Management, Software, Operations, and Field Service Partners to align recurring service execution with measurable revenue outcomes and a differentiated customer experience. You'll also partner with the Loveland facility to maintain inventory visibility, align service demand planning, and resolve operational escalations tied to the open channel manufacturing cell and DDS rental fleet.
- Success in this role means achieving contract renewal targets on time, reducing DDS customer downtime through proactive service delivery, and launching at least one scalable process improvement across renewals or fleet management within the first 12-18 months.
WHAT YOU'LL DO:
In this role, you will:- Own DDS and commercial service bookings, revenue, and renewal forecasting; partner with Finance and Sales to deliver accurate monthly results and identify margin improvement opportunities.
- Drive full contract lifecycle execution - new contracts, renewals, expired contract recapture, and cancellations - ensuring accuracy, on-time delivery, and proactive customer communication in partnership with Service Administration.
- Support Sales in developing RFP/RFI responses for new and renewal DDS contracts, with a focus on accretive margin and sustainable revenue growth.
- Lead DDS customer success for strategic accounts, including structured monthly and quarterly business reviews that reinforce retention, renewal health, and instrument uptime performance.
- Establish and manage KPIs across instrument uptime, reporting completion, service responsiveness, issue aging, customer satisfaction, and renewal health; use performance data to drive continuous improvement.
- Manage Field Service Partner (FSP) performance against defined operating expectations, documentation standards, service quality targets, and cost controls to improve uptime and reduce unnecessary repeat visits.
- Lead, coach, and develop DDS and commercial service associates by clarifying roles, decision rights, daily management routines, and measurable performance expectations.
- Build standard work for intake, quoting, contract handoffs, service coordination, customer communication, issue escalation, and project closeout to scale consistent, repeatable service delivery.
- Partner with Finance to establish project-level P&L visibility and consistent cost allocation across headcount, FSP spend, software and data hosting, cross-charges, and rental fleet costs.
- Coordinate with the open channel manufacturing cell, McCrometer Operations, and the Loveland facility to align DDS rental fleet demand planning, inventory levels, return flow, repair priorities, and delivery commitments.
WHAT WE'RE LOOKING FOR:
Minimum Qualifications - Education: Bachelor's degree in Business, Engineering, Operations, or a related field; or equivalent professional experience in service, commercial operations, product management, finance, or technical business leadership.
- Leadership: Progressive experience building team capability, clarifying roles and decision rights, and managing cross-functional priorities through organizational change
- Domain Experience: Experience in field service, service sales, customer success, commercial operations, or recurring revenue business models, with direct accountability for revenue retention, renewal performance, and margin discipline.
- Contract & Commercial Management: Demonstrated experience managing contract lifecycles, renewals, revenue forecasting, and KPI-driven performance management in a customer-facing service environment.
- Operational Discipline: Experience applying continuous improvement tools - including standard work, root cause analysis, problem solving, and daily management - to expose performance gaps and drive countermeasures through completion.
Preferred Qualifications These are nice-to-have skills that will set candidates apart:
- Advanced degree (MBA or equivalent) in Business, Finance, Engineering, or a related discipline.
- Experience with software-enabled service models, data hosting, or SaaS-adjacent recurring revenue structures.
- Background in flow instrumentation, water/wastewater, agriculture, or industrial measurement industries.
- Experience managing Field Service Partner relationships, including performance agreements, service quality reviews, and cost controls.
The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate's position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.
The compensation range for this role is $150000.00 - $180000.00 USD per year. This job is also eligible for Incentive Pay.
We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
