NA, After Sales Service Manager

Anaergia•Carlsbad, CA

About The Position

The North America After-Sales Service Manager leads Anaergia’s aftermarket activities, from installation of new equipment and implementation of service contracts through ongoing customer engagement. The role oversees service delivery, field coordination, technician management, customer satisfaction, and the revenue and margin performance of the North American parts and service business. The manager is responsible for growing the business year over year while ensuring consistent, safe, and effective service operations. The position works with customers, technicians, vendors, contractors, Finance, Supply Chain, Engineering, and other internal teams to coordinate service work, commercial activity, and issue resolution. It also develops service procedures and reporting processes, monitors performance, and drives continuous improvement. The role involves working in office and field environments and domestic travel throughout North America as needed, up to 50%.

Requirements

At least 5 years of experience in field service, maintenance, project execution, or service operations in industrial, energy, or manufacturing settings.
At least 2 years of supervisory or team leadership experience managing field technicians or service personnel.
Experience managing service activities from quotation and resource planning through execution, reporting, and invoicing.
Experience with service scheduling, resource planning, customer support, and field service coordination.
Experience managing service revenue, budgets, pricing, or gross margin performance.
Experience developing service agreements, supporting commercial negotiations, and resolving customer escalations.
Experience working with customers, contractors, vendors, and cross-functional technical and commercial teams.
Skills in service operations management, leadership and team development, resource planning and scheduling, customer relationship management, communication, problem solving, workforce management, proposal and quotation preparation, KPI tracking and reporting, continuous improvement, ERP/CRM systems, and cost and profitability management.
Associate’s or bachelor’s degree in engineering, Engineering Technology, Business Administration, Operations Management, Industrial Technology, or a related field; an equivalent combination of education, technical training, and relevant field service or operations experience is considered.
Ability to work in office and field environments, including industrial, construction, manufacturing, and customer sites.
Ability to travel domestically throughout North America as needed, up to 50%.
Ability to occasionally lift and carry up to 25 lbs.
Ability to use standard office equipment, including computers, keyboards, and communication devices, and access customer sites and equipment areas as required for service oversight.
Ability to wear required PPE, including hard hat, safety glasses, steel-toed boots, hearing protection, and fall protection when required.
Ability to work in varying indoor and outdoor conditions, including heat, cold, dust, and noise.
Must be able to drive and maintain a valid driver's license and acceptable driving record.

Responsibilities

Lead the North American service portfolio, with accountability for service delivery, customer satisfaction, revenue, and margin performance across emergency repairs, preventive maintenance, scheduled work, upgrades, installations, replacement parts, and service agreements.
Manage service expense budgets and monitor revenue, margins, and operating costs; identify opportunities to improve profitability and cash flow.
Oversee service workloads, technician assignments, resource utilization, and schedule commitments, resolving conflicts and resource constraints.
Prepare and oversee quotations and proposals for service agreements, preventive maintenance programs, inspections, repairs, spare parts, and technical support.
Lead service contract negotiations within established approval limits, coordinating technical requirements and commercial exceptions with internal teams.
Ensure timely and accurate invoicing after work completion or contractual billing milestones, working with Finance to resolve billing issues.
Manage spare parts sales activities, including RFQ reviews, order coordination, and customer follow-up.
Coordinate critical spare parts and service-material inventory requirements and availability with Supply Chain, vendors, and technical teams.
Identify opportunities to grow aftermarket revenue through maintenance agreements, contract renewals, equipment upgrades, and spare parts sales.
Lead and develop Service Technicians by setting priorities and performance expectations, conducting performance discussions, and providing coaching and mentoring.
Assess technician training needs and ensure skills and qualifications align with assigned work, equipment requirements, and customer needs.
Serve as the primary service contact among customers, field personnel, vendors, contractors, and internal stakeholders; communicate service updates, scheduling changes, and operational risks.
Own escalated customer service issues and coordinate timely resolution with Engineering, field personnel, vendors, and other relevant teams.
Ensure service activities comply with company safety policies, quality standards, contractual obligations, and customer site requirements.
Develop, document, and maintain departmental SOPs, work instructions, and service records to support consistent execution, accurate reporting, and billing.
Track and report key service performance indicators and drive continuous improvement in service delivery, resource utilization, process efficiency, and customer satisfaction.