Service Manager
About The Position
The Service Manager oversees resources and logistics required to perform customer-site services and maintenance activities. The work contributes to maintaining, repairing, and refurbishing sold or existing products, including preventive and remedial maintenance. The role also involves managing maintenance facilities and field services engineering, and is responsible for planning and executing activities that affect departmental operations. It operates with some autonomy within standard functional practices and procedures, with judgment generally exercised under guidance. The Service Manager serves as the primary customer contact for timely and satisfactory resolution of concerns across support services in an assigned region, product, or coverage area. The role requires knowledge of the assigned region or product lines and their configurations, and coordination with appropriate internal functions to support customers. It also provides ongoing technical and business support to assigned customers. The position applies technical expertise and prior experience to execute policy and strategy, understand business drivers, and coordinate work across teams. It uses judgment to propose solutions beyond set parameters with guidance, and draws on internal resources to solve problems. This role is likely to be an individual contributor with established interpersonal skills or an early people leader who may hire and develop talent and provide informal guidance to new team members.
Requirements
- For roles outside the United States, advanced experience in Services and Customer Service Management; knowledge comparable to a bachelor's degree, or a high school diploma with relevant experience.
- For U.S.-based roles, a bachelor's degree from an accredited university or college, or a high school diploma/GED with at least 6 years of experience in the relevant job family or function.
- Strong oral and written communication skills.
- Demonstrated ability to analyze and resolve problems.
- Ability to document, plan, market, and execute programs.
- Established project management skills.
- Must be legally authorized to work in the United States; employment visa sponsorship is not available.
- Successful completion of a drug screen, as applicable.
Responsibilities
- Serve as the single point of contact for customers and resolve concerns promptly and satisfactorily across assigned support services.
- Maintain knowledge of the assigned region, coverage area, product lines, and associated configurations and installations.
- Connect customers with appropriate internal functions to support their needs.
- Establish and maintain contact with assigned customers to provide ongoing technical and business support.
- Plan and execute service and maintenance activities, including preventive and remedial maintenance, and support the maintenance of customer products.
- Coordinate resources and logistics for customer-site services and maintenance.
- Apply technical expertise and business understanding to execute policies and strategies and contribute to team and departmental operations.
- Use judgment and internal resources to analyze problems and propose solutions, with guidance as needed.
- Provide informal guidance to new team members; the role may include hiring and developing talent if serving as an early people leader.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Paid time off
- 401(k) plan with employee and company contribution opportunities
- Life insurance
- Disability insurance
- Accident insurance
- Tuition reimbursement
- Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives
- Relocation assistance
- Professional development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
