Service Program Manager

9050 Olympus Controls Corp.•Sherwood, OR

9d•Hybrid

About The Position

Olympus Controls is seeking a Service Program Manager to join their fast-paced Automation Company. This role will define, price, sell, and deliver a new formal service business around the company's installed base of automation systems. The Service Program Manager will be responsible for establishing the service offering, including preventive maintenance packages, service levels, and quote formats, as well as developing the pricing and margin model, and contract structures. This process-oriented leader will serve as the primary link between customers, field technicians, and company leadership, combining commercial design with operational delivery. Success requires managing multiple workstreams, influencing teams without direct reporting lines, and thriving in a dynamic environment with changing priorities. The role will also involve supervising, mentoring, and evaluating field service technicians and engineers, ensuring timely completion of service calls, and defining training paths. Collaboration with Sales, sister companies across the Automation Group, and other internal teams is crucial for building the service sales process, extending the program nationally, and supporting customer needs. The role emphasizes maintaining high standards of safety, quality, productivity, and customer relationships, while assisting with budgeting and continuous process improvement.

Requirements

High school degree or equivalent required
5+ years of field service experience required, in industrial automation, robotics, capital equipment or a comparable technical environment
3+ years of supervisory or management experience required
Direct experience building, launching or substantially scaling a service program or field service business required — candidates should be able to describe a service offering they helped create and take to market
Demonstrated ability to work across multiple sites, regions or business units, and to lead through influence where resources are shared and do not report directly
Strong leadership and team management skills
Excellent problem-solving skills
Exceptional customer service skills
Proficient with Microsoft Office suite
Strong sense of urgency and attention to detail
Excellent organization, written/verbal communication, and follow-up skills
Ability to self-direct and to operate with limited precedent
Valid driver’s license and the ability to travel by air required

Nice To Haves

Associate’s or bachelor’s degree in engineering, business or a related field preferred
Experience with service contract structures and pricing, including preventive maintenance agreements, strongly preferred
Experience selecting or implementing field service management, dispatch or scheduling software preferred

Responsibilities

Define and launch our service offering, including preventive maintenance packages, service levels and standard quote formats
Develop the pricing and margin model for service contracts, and establish the contract structures and terms used across the business
Design and implement the processes and systems needed to run a service operation, including customer call tracking, dispatch, resource allocation and scheduling
Establish service KPIs — including technician utilization, response and completion performance, contract bookings and margin — and report against them to leadership
Build and maintain the installed base register
Supervise, mentor and evaluate field service technicians and engineers, including shared and regionally based resources
Ensure timely completion of maintenance, repair, installation and service calls
Define and coordinate the technical training and certification path for service technicians on priority product lines
Partner with Sales to build the service sales process and supporting collateral, and to enable sales teams to sell service to maintenance and operations buyers
Work with sister companies across the Automation Group to extend the service program nationally, aligning standards, resourcing and commercial rules across regions
Maintain high standards of safety, quality and productivity
Develop and sustain strong customer relationships by working proactively to meet expectations
Ensure compliance with company policies, safety regulations and industry standards
Assist in budgeting, resource planning and continuous process improvement
Collaborate with sales, operations and engineering teams to support customer needs
Additional duties as assigned