NA, After Sales Service Manager

Anaergia•Carlsbad, CA

1d•$120,000 - $150,000

About The Position

The North America After-Sales Service Manager leads aftermarket activities from new equipment installation through service-contract implementation and ongoing customer support. The role oversees service delivery, field service coordination, technician management, customer satisfaction, and the revenue and margin performance of the parts and service business across North America. The manager is responsible for growing the North American after-sales business year over year. The position manages the service portfolio, budgets, workloads, quotations, proposals, contract negotiations, invoicing, parts sales, and spare-parts availability. It also develops and leads Service Technicians, serves as the primary service contact for customers and internal and external partners, resolves escalated customer issues, and ensures compliance with safety policies, quality standards, contractual obligations, and customer site requirements. The manager maintains service procedures and records, tracks performance indicators, and drives continuous improvement. The role requires work in office and field environments, including industrial, construction, manufacturing, and customer sites, and domestic travel throughout North America as needed, up to 50%. Physical requirements include occasionally lifting and carrying up to 25 pounds, accessing customer sites and equipment areas, using standard office equipment, wearing required PPE, working in varied indoor and outdoor conditions, and maintaining a valid driver's license and acceptable driving record.

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 will be 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 pounds and access customer sites and equipment areas as required.
Ability to use standard office equipment, including computers, keyboards, and communication devices.
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 environmental conditions, including indoor and outdoor settings, 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 and oversee 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 and coordinate technical requirements and commercial exceptions with internal teams.
Ensure timely, accurate invoicing after work completion or contractual billing milestones, working with Finance to resolve billing issues.
Manage spare-parts sales, including RFQ reviews, order coordination, and customer follow-up.
Coordinate critical spare-parts and service-material requirements and availability with Supply Chain, vendors, and technical teams.
Develop 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 service performance indicators and drive continuous improvement in service delivery, resource utilization, process efficiency, and customer satisfaction.