Service Manager
About The Position
The Service Manager oversees all service operations for X-Series products across the United States, ensuring installations, commissioning, maintenance, and customer support are completed safely, efficiently, and in alignment with company quality and performance standards. The role leads the U.S. service technician team and works closely with Project Management, Engineering, and Logistics to deliver a strong post-sales customer experience and promote continuous improvement. The position combines technical expertise, team leadership, and customer communication. It oversees service operations, customer support, service metrics, and process improvements, while supporting strategic service initiatives. Work is based in the United States and includes regular travel to customer sites, with a mix of office, field, and remote coordination work. The schedule follows standard business hours, with flexibility required for emergency service requests.
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 leadership experience managing 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.
Nice To Haves
- Experience with Zoho CRM or service management software is preferred.
Responsibilities
- Lead, train, and mentor the U.S. service team, fostering professionalism, accountability, and continuous learning.
- Schedule and assign service 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.
- Resolve escalated service issues promptly and build 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 to ensure 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.
Benefits
- Major medical insurance.
- Vision insurance.
- Dental insurance.
- 401(k) retirement plan with company match.
- Paid time off, holidays, and sick leave.
- Travel reimbursement and per diem for field service work.
- Professional development and technical training opportunities.
- Performance-based annual bonus.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
