Service Manager

Saft America, Inc.•Jacksonville, FL

11d•Remote

About The Position

The AMER region Service Manager is responsible for ensuring the safety, reliability, and long‑term satisfaction of customers through the continuous monitoring and operational oversight of Saft equipment installed at customer sites. This role ensures excellence in post‑installation support across the full asset lifecycle. Key responsibilities include managing warranties, performance guarantees, and maintenance agreements, while ensuring contractual service commitments are met or exceeded. The Service Manager works closely with Customer and Marketing teams to identify growth opportunities in aftermarket services, including recurring service contracts and spot service offerings. In parallel, the role collaborates internally to strengthen service delivery capabilities—such as spare parts management, inventory optimization, service processes, and third‑party field service partnerships—to support both operational excellence and financial performance throughout the life of service contracts. The ESS Service Manager has full ownership of all Battery Energy Storage System (BESS) assets under service contract and is accountable for their performance, availability, and compliance with contractual and technical requirements.

Requirements

Bachelor's Degree in Engineering Discipline, MBA is a plus
Minimum of 5 years of engineering experience or equivalent experience in service operations, project execution, or asset lifecycle management within an industrial or energy environment.
Proven experience managing complex, customer‑facing projects across installation, commissioning, and operational phases
Strong track record in technical project execution within contractual and performance‑driven environments.
Solid experience in contract management, including service agreements, warranties, and performance guarantees.
Demonstrated capability in commercial proposal development, including scope definition, costing, and risk assessment.
Experience with financial analysis, budgeting, and project cost control to ensure service profitability.
Proficiency in project management methodologies applied to service delivery and asset operations.
Good understanding of the market for mechanical, thermal, and electrical industrial equipment, including control systems.
Solid knowledge of electric power systems and grids, covering both utility‑scale and microgrid applications.
Strong understanding of the battery and energy storage market, including BESS applications, lifecycle economics, and service‑based business models.
Awareness of industrial and energy market dynamics impacting service, availability, and long‑term asset performance.

Nice To Haves

Familiarity with field service models, spare parts management, and third‑party service partnerships is a plus.

Responsibilities

Based on Customer and LTSA contracts into force, coordinate the activities with Contract manager, Field Services Engineering and/or FS contractors to provide support, preventative maintenance, troubleshooting, repair and other service to previously delivered battery systems.
Develop, record and track KPI to support continuous improvement of battery systems based on return on experience. Strategize the actions in the intsalled base based on data analytics
Work with customers, engineering and production to assure continued operation of installed base. Build strategy to plan O&M and corresponding system availability.
Provide feedback from field experience to quality and battery engineering so trends can be determined and product improvements can be implemented.
Plan resources, knowledge management, trainings and workload plan
Support proposal efforts by defining tasks and estimating costs and duration for Field Service activities. Drive new services CO's
Prepare estimates and submit quotes to customers who request after sales service for deployed systems which are out of warranty.
Customer satisfaction
Prepare in coordination with the region leadership the corresponding Long Term plans, Yearly budget , Workload and Hiring plans and the corresponding tracking and forecasting (Monthly, Quarterly, Yearly)