Service Manager

Xylem•Lowell, MA

13d

About The Position

The Service Manager provides tactical and strategic management and leadership to field service professionals at a larger site and/or across multiple locations. The role is responsible for attracting, retaining, engaging, evaluating, and developing employees, and for translating customer requirements into workforce plans and objectives. It also involves workforce planning, setting departmental budgets, managing expenses, addressing employee relations issues, and supporting financial goals for the P&L. The Service Manager creates onsite visibility into KPIs and metrics and may provide input on metrics to management. The position requires second-level leadership capability, application of technical and operational requirements, and coordination with region-wide resources and stakeholders to achieve customer and business outcomes. The role ensures product, system, and water quality and maintains appropriate inventory levels for complex or multiple sites. Electrical and mechanical equipment experience is relevant to the position.

Requirements

Working experience with electrical and mechanical equipment.
Ability to provide second-level leadership and manage field service professionals.
Ability to perform operational and strategic management and apply technical and operational requirements.
Ability to participate in workforce planning, budgeting, expense management, and employee relations.
Ability to translate customer requirements into workforce plans and objectives.
Ability to manage customer, employee, and safety matters and respond to customer issues.
Ability to support P&L financial goals and service center objectives.
Some travel is required; the posting specifies less than 5% depending on division and location.
Driving-related application and forms are listed: Driver Application for Employment, Motor Vehicle Report (MVR), Driver Disclosure and Release, Employee Applicant Drug and Alcohol Statement, FMCSA Certificate of Awareness, Driver Certificate of Violations, Driver Statement of On Duty Hours, and Road Test.

Responsibilities

Provide tactical and strategic leadership to field service professionals at a larger site and/or multiple locations.
Attract, retain, engage, evaluate, and develop employees.
Set departmental budgets and manage expenses.
Participate in workforce planning and address or resolve employee relations issues.
Translate customer requirements into workforce plans and objectives.
Create onsite visibility into KPIs and metrics and provide input on metrics to management.
Apply technical and operational requirements and coordinate region-wide resources and stakeholders to achieve customer and business outcomes.
Ensure product, system, and water quality and maintain appropriate inventory levels for complex or multiple sites.
Create and maintain a safe working environment and culture.
Take care of company property.
Drive customer, employee, and safety management, interpersonal relationships, and leadership practices.
Respond quickly to customer issues.
Make decisions that impact divisional and cross-functional or commercial areas of responsibility.
Ensure cost and revenue support the financial goals of the P&L.
Provide proactive direction to commercial teams to achieve service center objectives.
May directly supervise sales and other commercial colleagues.
Demonstrate candid communication, collaboration, people development, inclusion, and innovation across organizational boundaries.
Travel as required; the posting indicates less than 5% travel depending on division and location, including possible overnight stays away from home.