Senior Service Manager

Sentry Equipment•Beaumont, TX

About The Position

The Senior Service Manager drives service business development, revenue growth, customer retention, and service execution within an assigned area of responsibility. The role leads the identification, pursuit, proposal development, and capture of opportunities involving maintenance agreements, upgrades, repairs, preventive maintenance, startup, installation, and training. It manages service personnel, supports strategic growth segments, strengthens customer relationships, and encourages knowledge sharing through internal and external channels. The position oversees service growth plans and customer accounts, assesses equipment and service opportunities at customer sites, and manages multiple projects and contracts. It is accountable for safety and compliance, project delivery, customer satisfaction, service-team policies and procedures, and the financial performance of the assigned business area. The manager also prepares and delivers training, identifies opportunities for new services and product improvements, and coordinates field support and proposal activity.

Responsibilities

Lead business development activities for the assigned business unit.
Build and maintain corporate, regional, and plant-level customer relationships to improve account penetration.
Develop and execute strategic and tactical service growth plans, including account planning, target-customer prioritization, revenue goals, margin expectations, and actions to expand service offerings.
Conduct customer site walkdowns to assess installed equipment, identify service, repair, retrofit, training, and lifecycle-support opportunities, and provide recommendations.
Provide general supervision of assigned Service Managers and Technicians.
Manage multiple service projects and contracts simultaneously.
Ensure safety standards and compliance requirements are met for employees and customers.
Review customer operating procedures to confirm proper design parameters are observed.
Track service performance indicators, including growth, proposal activity, win rate, backlog, revenue, margin, customer satisfaction, and execution performance.
Use company CRM and service reporting tools to document customer interactions, opportunities, quotes, activities, and completed work within expected timeframes.
Manage internal and external resources to deliver complete customer projects in accordance with customer requirements.
Develop policies and procedures for the service team.
Manage the assigned area's P&L, including revenue growth, margin performance, cost control, forecast accuracy, and annual service business objectives.
Prepare training materials and provide formal instruction to customers and employees.
Identify customer needs, competitive gaps, and field challenges that may lead to new service offerings, product improvements, market opportunities, or recurring-revenue programs; present recommendations to management.
Identify and implement technologies that can improve service delivery.
Coordinate with customers and Sentry employees to complete product-support activities and resolve field challenges.
Estimate, compose, present, and follow up on project proposals using the Sentry quoting tool, ensuring proposals communicate customer value, scope, pricing, schedule, and commercial terms.
Perform other duties as assigned by the supervisor.