Service Manager

M. G. Newell•Greensboro, NC

83d•Hybrid

About The Position

The primary responsibility of this position is to lead the profitable growth and overall performance of the Service department. The Service Manager develops and executes Service strategy, strengthens customer relationships, partners with divisional Sales, develops team, and ensures work is completed safely, efficiently, on time, and to established quality and profitability standards.

Requirements

Bachelor’s degree in business, administration, engineering, or related field.
Ability to travel to customer and vendor facilities; approximately 40% travel required.
Three years of shop, service, or mechanical repair experience required; certified or certifiable skills in major equipment maintenance are a plus.
Five years of management experience required; industrial or equipment service management experience preferred.
Ability to understand engineering drawings and schematics and apply strong creative thinking and problem-solving skills.
Proficiency with Microsoft Office and experience with ERP, project management, CRM, dashboard, and data-analysis tools; ability to leverage technology to improve processes.
Ability to build strong customer and vendor relationships with effective written and verbal communication and organizational skills.
Must be a good fit culturally for a family-owned enterprise.

Nice To Haves

Certified or certifiable skills in major equipment maintenance are a plus.
Industrial or equipment service management experience preferred.
Demonstrated experience growing service revenue and profitability through service sales, estimating, account development, recurring service agreements, or similar commercial strategies preferred.
Strong sales-minded attitude, financial acumen, leadership skills, and experience managing departmental KPIs, gross margin, utilization, estimating accuracy, and continuous improvement.

Responsibilities

Build lasting customer and vendor relationships; provide a high level of customer service and resolve complaints or concerns quickly and professionally.
Own Service department financial performance. Develop and execute the Service strategy to drive profitable growth and future expansion.
Partner with Sales team to evaluate opportunities, develop estimates and proposals, conduct joint customer visits, identify installed-base opportunities, maintain the Service pipeline, and attach appropriate Service offerings to qualifying projects.
Plan, prioritize, and coordinate Service work across internal departments to meet customer needs, resolve issues promptly, and ensure safe, timely, high-quality execution.
Develop and implement service strategies, standards, and procedures to meet customers’ needs with efficiency and high quality. Establish quality standards and ensure performed work meets or exceeds those standards.
Establish and improve estimating, quoting, time-tracking, and job-costing standards; analyze quote-to-actual performance and take corrective action to improve estimating accuracy and profitability.
Hire, train, and manage Service team performance; maintain required certifications and develop training, cross-training, competency, capacity, and succession plans.
Ensure effective management of Service inventory, tooling, equipment, purchasing, invoicing, order processing, and logistics; assess capital needs and develop ROI-based investment recommendations.
Promote an engaging, accountable work environment, model company values, support the broader organization as needed, and perform other duties as assigned.
Demonstrate the ability and business-process knowledge to step into Service functions as needed, provide support, and close gaps.
Develop and manage qualified service partners to expand capabilities and geographic coverage while ensuring required standards for quality, safety, responsiveness, and customer service.