Service Program Manager

FCX Performance•Sherwood, OR

13d•Hybrid

About The Position

Olympus Controls is seeking a highly motivated Service Program Manager to join their fast-paced Automation Company. This role is crucial for establishing and growing a formal service business around the company's installed base of advanced automation systems. The Service Program Manager will be responsible for defining the service offering, its pricing, sales strategy, delivery processes, and the necessary systems and personnel. This position acts as a key liaison between customers, field technicians, and company leadership, blending commercial strategy with operational execution. Success hinges on managing multiple workstreams, influencing cross-functional teams, and adapting to changing priorities in a dynamic environment. The Service Program Manager will champion the service function throughout the organization.

Requirements

High school degree or equivalent required.
5+ years of field service experience 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.
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 operate with limited precedent.
Valid driver’s license and 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.
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.

Responsibilities

Define and launch the service offering, including preventive maintenance packages, service levels, and standard quote formats.
Develop the pricing and margin model for service contracts, and establish contract structures and terms.
Design and implement processes and systems for service operations, including customer call tracking, dispatch, resource allocation, and scheduling.
Establish service KPIs (technician utilization, response/completion performance, contract bookings, margin) and report on them to leadership.
Build and maintain the installed base register.
Supervise, mentor, and evaluate field service technicians and engineers.
Ensure timely completion of maintenance, repair, installation, and service calls.
Define and coordinate technical training and certification paths for service technicians.
Partner with Sales to build the service sales process, supporting collateral, and enable sales teams.
Collaborate with sister companies across the Automation Group to extend the service program nationally.
Maintain high standards of safety, quality, and productivity.
Develop and sustain strong customer relationships.
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.
Perform additional duties as assigned.