What are the responsibilities and job description for the Service Program Manager position at Applied Industrial Technologies?
Olympus Controls (www.olympus-controls.com) is a fast-paced Automation Company that has an opportunity for a Service Program Manager to join our growing company. We offer a dynamic environment with competitive salary and health benefits for the right type of highly motivated individuals. Olympus Controls is part of the Automation Group of Applied Industrial Technologies (NYSE: AIT).
Olympus Controls and its sister companies in the Automation Group design, integrate and support advanced automation systems across North America, and we are now establishing a formal service business around that installed base. Today we deliver preventive maintenance and field support on a limited basis. The Service Program Manager will define what our service offering is, how it is priced and sold, how it is delivered, and what systems and people are required to run it — and then stand it up.
The Service Program Manager is a process-oriented leader who serves as the primary link between customers, field technicians and company leadership. The role combines commercial design — building the service offering, pricing model and contract structure — with operational delivery, including resourcing, technical escalation and customer satisfaction. Success requires the ability to manage multiple workstreams at once, to influence teams that do not report directly to this role, and to thrive in an environment with quickly changing priorities. The Service Program Manager will be a champion of Service across the organization.
Duties/Responsibilities
Applied Industrial Technologies is built on a philosophy that puts people first. We are an equal opportunity employer, and we are committed to a workforce in which we enforce fair treatment and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.
Olympus Controls and its sister companies in the Automation Group design, integrate and support advanced automation systems across North America, and we are now establishing a formal service business around that installed base. Today we deliver preventive maintenance and field support on a limited basis. The Service Program Manager will define what our service offering is, how it is priced and sold, how it is delivered, and what systems and people are required to run it — and then stand it up.
The Service Program Manager is a process-oriented leader who serves as the primary link between customers, field technicians and company leadership. The role combines commercial design — building the service offering, pricing model and contract structure — with operational delivery, including resourcing, technical escalation and customer satisfaction. Success requires the ability to manage multiple workstreams at once, to influence teams that do not report directly to this role, and to thrive in an environment with quickly changing priorities. The Service Program Manager will be a champion of Service across the organization.
Duties/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
- High school degree or equivalent required
- Associate’s or bachelor’s degree in engineering, business or a related field preferred
- 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
- 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
- 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
- Location: Sherwood, Oregon, with consideration for other Olympus Controls locations
- Reports to: VP of Operations, Olympus Controls.
- Travel: 10% to 25%, including customer sites and sister company locations across North America
- Valid driver’s license and the ability to travel by air required
Applied Industrial Technologies is built on a philosophy that puts people first. We are an equal opportunity employer, and we are committed to a workforce in which we enforce fair treatment and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.