Service Manager

Valmet•Houston, TX

About The Position

The Service Manager leads a regional service organization and a team of field service engineers, with responsibility for the organization’s performance, growth, and operational execution. The role combines people leadership, business management, customer engagement, and operational execution to provide strong customer support and grow a profitable service business. The manager helps shift service delivery from reactive repairs toward proactive lifecycle services. The position is responsible for allocating service resources, resolving customer escalations, and ensuring service work meets safety, quality, technical, and regulatory requirements. It also oversees regional revenue, profitability, utilization, costs, forecasting, budgeting, and productivity improvements. The Service Manager develops engineers through coaching, performance expectations, competency assessments, recruiting, onboarding, workforce planning, and succession development. The role builds customer relationships, expands preventive maintenance programs and long-term service agreements, and identifies opportunities for upgrades, modernization, and other value-added services. The manager collaborates with Sales, Order Management, Technical Support, Product Management, and other teams to implement global service processes, maintain accurate installed-base and service data, and drive continuous improvement. Success is assessed through financial and operational performance, customer satisfaction and retention, service reliability, agreement growth, team development and engagement, and safety, quality, and compliance. The role requires travel as business needs require. Applicants must be living in the United States and authorized to work there. International relocation is not available. Employment offers are contingent on a background check, pre-employment physical, and drug screen.

Requirements

At least 5 years of experience in industrial field service, technical operations, or service management.
Demonstrated success leading and developing technical service teams.
Strong understanding of resource planning, workforce management, financial performance, and customer relationship management.
Bachelor's degree in Engineering, Business, Operations Management, or equivalent professional experience.
Ability to collaborate effectively in a global, cross-functional environment.
Willingness to travel as business needs require.
Must be living in and authorized to work in the United States.

Nice To Haves

Experience with industrial analyzers, process instrumentation, automation systems, or related technologies.
Knowledge of lifecycle services, maintenance contracts, and reliability-centered service programs.
Strong business acumen, including experience managing budgets, forecasts, and operational performance metrics.
Excellent communication, leadership, and problem-solving skills.

Responsibilities

Plan and allocate service resources to meet customer demands and business objectives.
Manage customer escalations and ensure timely issue resolution.
Ensure service activities comply with safety, quality, technical, and regulatory requirements.
Drive execution excellence across maintenance, troubleshooting, repair, upgrade, and modernization activities.
Lead, coach, and mentor a team of field service engineers; establish performance expectations and accountability.
Assess technical competencies and identify development opportunities.
Support recruiting, onboarding, workforce planning, and succession development.
Own regional service revenue, profitability, utilization, and cost management.
Track key performance indicators and implement corrective actions when needed.
Support forecasting, budgeting, and financial planning.
Improve productivity, efficiency, and operational execution.
Build relationships with customers and key stakeholders.
Expand preventive maintenance programs and long-term service agreements.
Identify lifecycle service opportunities, including upgrades, modernization projects, and value-added services.
Partner with customers to improve reliability, performance, and operational effectiveness.
Collaborate with Sales, Order Management, Technical Support, Product Management, and other cross-functional teams.
Support implementation of global service processes, standards, and best practices.
Drive continuous improvement and maintain accurate installed-base and service data.
Promote a culture focused on safety, quality, accountability, and customer success.