Service Manager

Xylem•Shakopee, MN

2d•Onsite

About The Position

The Service Manager for high-purity water treatment, deionized water, reverse osmosis, and filtration systems is responsible for providing tactical and strategic leadership to field service professionals across a large site and/or multiple locations. This role oversees talent acquisition, retention, employee engagement, performance management, and professional development to ensure operational excellence and high-quality service delivery. This role is responsible for establishing departmental budgets, managing operating expenses, and leading workforce planning initiatives. The position also addresses and resolves employee relations matters while translating customer requirements into actionable workforce plans and operational objectives. The role provides onsite visibility into key performance indicators (KPIs) and operational metrics, while delivering data-driven insights and recommendations to management. Demonstrating second-level leadership capabilities, the position effectively applies technical and operational expertise and leverages regional resources in partnership with key stakeholders to drive successful customer and business outcomes. Additionally, this role ensures product, system, and water quality standards are consistently maintained and is responsible for monitoring and managing appropriate inventory levels across complex and/or multiple sites. 7 direct reports

Requirements

Ability to obtain all required customer clearances (TWIC, DISA, etc.)
Industrial or commercial process water experience required
Clean driving record
5 to 7 years of technical work experience or 3 years of industry specific experience
Combined with 3 years of leadership/management experience
Proficiency with computers and business software, such as Microsoft Office, Skype, Oracle/SAP, cloud-based solutions
People management
Ability to communicate up/down/across
Ability to lead and motivate teams
Demonstrates critical thinking and complex troubleshooting in order to guide and advise team members and customers
Ability to defuse situations at a customer or internal issue.

Nice To Haves

Bachelor’s degree preferred; or equivalent military experience; or applicable industry equivalent experience in lieu of degree

Responsibilities

Create and maintain safe working environment and culture within the organization
Defines and drives (proactive) customer management, employee management, safety management, interpersonal relationship and leadership skills
Demonstrates high impact culture through innovation, accountability and empowerment
Is agile in responding quickly to customer issues
Operational and strategic management
Autonomy to make decisions that impact divisional and cross-functional / commercial span of control
Ensures cost/revenue support the financial goals of the P&L
Provides proactive direction to commercial teams to ensure service center objectives are achieved
May provide direct supervisor to sales and other commercial colleagues
Demonstrates leadership behaviors across organizational boundaries of candid communication, collaboration, developing people, embracing DEI and innovation