Service Manager

X Series Usa•Vista, CA

11d

About The Position

The Service Manager oversees service operations for X-Series products across the United States, ensuring installations, commissioning, maintenance, and customer support are completed safely, efficiently, and in accordance with company quality and performance standards. The role leads the U.S. service technician team and coordinates with Project Management, Engineering, and Logistics to deliver a strong post-sales customer experience. It combines technical expertise, team leadership, communication, and continuous improvement. The position is U.S.-based and includes regular travel to customer sites. Work combines office, field, and remote coordination, with standard business hours and flexibility for emergency service requests. Compensation is $80,000–$90,000 annually, commensurate with experience and qualifications.

Requirements

Bachelor’s degree in Engineering, Technical Management, or a related field; equivalent experience is considered.
At least 5 years of experience in industrial equipment service management or technical field service.
Proven experience leading service teams in a field-based environment.
Strong mechanical, electrical, and troubleshooting knowledge related to machinery or automation systems.
Proficiency in CRM or service management software.
Excellent communication, organization, and problem-solving skills.
Customer-focused mindset and strong interpersonal skills.
Ability to manage multiple service projects simultaneously.
Technical proficiency in machinery installation, diagnostics, and repair.
Strategic thinking and data-driven decision-making.
Strong documentation and reporting discipline.
Leadership presence with a hands-on, team-oriented approach.
Regular travel to customer sites and flexibility for emergency service requests.

Nice To Haves

Experience with Zoho CRM or service management software; Zoho is preferred.

Responsibilities

Lead, train, and mentor the U.S. service team, fostering professionalism, accountability, and continuous learning.
Schedule and assign technicians for installations, repairs, and preventive maintenance.
Ensure compliance with safety procedures, customer site policies, and company service standards.
Develop and implement standard operating procedures for consistent service execution.
Oversee machine installation, commissioning, and customer training.
Manage service requests, preventive maintenance schedules, and warranty claims.
Ensure timely documentation of service activities, parts usage, and customer feedback.
Serve as the primary point of contact for post-installation customer support and resolve escalated service issues promptly.
Build and maintain customer relationships to promote service contracts and repeat business.
Collaborate with Engineering and Project Management to escalate and resolve technical issues.
Provide Product and Engineering teams with field performance feedback and information about recurring issues.
Coordinate with Logistics on spare-parts availability and timely shipment of replacement components.
Support leadership with special projects and strategic service initiatives.
Track and report service metrics, including response time, resolution rate, and customer satisfaction.
Analyze service data to identify trends and process-improvement opportunities.
Recommend service training, tools, and technology enhancements to improve efficiency and quality.