US National Service Manager - EDAX Products

Ametek, Inc.

About The Position

The National Service Manager leads and develops the EDAX field service organization to provide customer support, operational excellence, and profitable growth. The position provides strategic and operational leadership, drives performance against business objectives, and serves as the primary escalation point for complex customer and distributor issues. The manager leads field service operations and resource planning, oversees service performance and financial results, manages warranty, repair, inventory, and spare-parts activities, and drives accurate documentation and CRM use. The position also leads service process improvements and develops a high-performing team of field service engineers through coaching, training, workforce planning, and succession planning. The role collaborates with customers, distributors, administrative teams, field service teams, and senior leadership. It requires adaptability in a fast-paced environment and support for organizational transformation and change management initiatives. EDAX, an AMETEK Materials Analysis Division business unit, provides materials characterization and microanalysis solutions, including EDS, EBSD, WDS, and Micro-XRF technologies. Its products support research and industrial organizations in fields such as materials science, electronics, energy, and aerospace.

Requirements

Minimum of 5 years of leadership experience in field service, technical support, engineering, or customer service.
Proven success managing technical service organizations and multidisciplinary teams.
Experience leading skilled technical professionals and administrative teams.
Experience managing budgets, financial performance, and operational metrics.
Strong background in change management, organizational development, and continuous improvement.
Excellent communication and interpersonal skills, with the ability to engage at all organizational levels.
Strong analytical, problem-solving, and decision-making capabilities.
Proficiency with CRM systems, Microsoft Office applications, and executive-level presentations.

Nice To Haves

Bachelor's degree in Engineering, Physics, Business Administration, or a related technical discipline preferred.
Experience supporting scientific instrumentation, analytical equipment, or other high-technology products is highly desirable.

Responsibilities

Lead and coordinate field service activities to support customer satisfaction, operational efficiency, and service profitability.
Direct and prioritize field service resources to optimize response times, utilization, and coverage.
Provide leadership, guidance, and escalation support for complex service situations and customer concerns.
Promote accountability and empower team members to make informed decisions.
Own regional service performance metrics, including financial results, budgeting, cost management, and operational targets.
Serve as the primary contact for customers and distributors on critical service matters.
Identify, assess, and escalate business, quality, or customer risks.
Ensure timely and accurate service documentation, expense reporting, and CRM data management.
Oversee service scheduling and resource allocation in response to business needs and priorities.
Manage warranty and repair activities to reduce turnaround times and improve customer experience.
Drive identification, documentation, and reporting of product quality issues.
Oversee service inventory and spare-parts management, balancing availability, optimization, and cost control.
Collaborate with administrative teams to improve service operations and customer support processes.
Serve as a key contact for service-related CRM processes and system use.
Lead continuous improvement initiatives in service administration, reporting, and workflows.
Lead, coach, and develop a high-performing team of field service engineers.
Establish individual and team development plans aligned with business objectives and growth opportunities.
Oversee technical and professional training, including cross-training and factory-based training.
Monitor performance and provide coaching, mentoring, and constructive feedback.
Support recruitment, interviewing, onboarding, workforce planning, and succession planning.
Promote safety, collaboration, continuous improvement, and customer focus.
Demonstrate company values and leadership principles and maintain a commitment to excellence.
Communicate effectively with customers, distributors, team members, and senior leadership.
Support organizational transformation and change management initiatives as required.