Service Manager - Multi-Applications

Raith • Troy, MI

33d

About The Position

About us We are a world-leading high-tech company developing maskless nanofabrication systems and characterization solutions. Defined by a dynamic environment that is at the forefront of tomorrow’s technological advances on a global scale, we are seeking challengers ready to shape the future with us. We are looking for individuals who thrive in visionary and collaborative environments, bringing their unique strengths and their passion to make RAITH the innovative force it is. Interested to write the next chapters of our success story together with our 450-strong team? The MA Service Manager is responsible for regional service excellence, customer satisfaction, and operational leadership of the Multi-Application Field Service Engineer team. This role blends customer relationship management, technical operations oversight, people leadership, financial stewardship, and process ownership. Success requires strong leadership, structured performance management, operational discipline, financial acumen, and proactive communication.

Requirements

• Bachelors degree or higher or Associate degree with a minimum of 3 additional years of relevant work experience.
• 5+ years of experience in field service, technical operations, project management, or service management within a high-tech or industrial environment.
• 3+ years of direct people leadership experience, including performance management and coaching.
• Demonstrated experience managing customer escalations and resolving complex technical issues.
• Proven ability to recruit, onboard, and develop technical professionals.
• Strong communication skills with the ability to engage customers, executives, and cross-functional teams.
• Highly organized with strong follow-through & attention to detail.
• Willingness to travel regionally as required.

Responsibilities

• Ensure exceptional customer satisfaction through proactive customer engagement, regular feedback loops, and timely issue resolution.
• Lead and develop a high-performing team of Field Service Engineers (FSEs), driving engagement, accountability, and continuous improvement.
• Strategically deploy FSE resources in alignment with contract commitment, escalation priorities and company objectives.
• Own and monitor regional service KPIs and OKRs, present results regularly and implement corrective actions as needed.
• Ensure operational discipline, including timely completion of service orders, preventive maintenance reports, ERP KPI reporting, and escalation documentation.
• Drive continuous improvement initiatives using service feedback, survey data, financial reports, and operational metrics.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager