What are the responsibilities and job description for the A&I Service Manager- Americas position at Ascential Technologies?
Ascential Technologies is seeking a dynamic and customer-focused Service Manager to lead service operations across the Americas for our Aerospace & Industrials Business Unit. This role is pivotal in ensuring exceptional service delivery, driving operational excellence, and enhancing customer satisfaction across a diverse and technically demanding client base.
Key Responsibilities
- Service Execution Leadership
- Oversee end-to-end service delivery for customers in North, Central, and South America.
- Ensure timely, high-quality execution of installations, calibrations, repairs, and preventive maintenance.
- Manage escalations and coordinate cross-functional support to resolve complex service issues.
- Customer Engagement
- Build strong relationships with key accounts and regional partners.
- Act as the primary point of contact for service-related inquiries and strategic support.
- Monitor customer satisfaction and implement continuous improvement initiatives.
- Team & Resource Management
- Lead and develop a regional team of field service engineers and technical support staff.
- Optimize resource allocation and scheduling to meet service demand and SLAs.
- Support training and certification programs to maintain technical excellence.
- Plan and develop service personnel with product and technology cross training
- Operational Excellence
- Track service metrics, KPIs, and performance trends to drive efficiency.
- Collaborate with global service teams to align processes and share best practices.
- Ensure compliance with safety, quality, and regulatory standards.
- Strategic Initiatives
- Contribute to service strategy development for the Americas region.
- Support new product introductions and service readiness planning.
- Identify opportunities for service innovation and revenue growth.
Qualifications
- Bachelor’s degree in Engineering, Business, or related field (Master’s preferred).
- 5 years of experience in service management, preferably in test & measurement or high-tech industries.
- Proven leadership in managing regional service teams and customer-facing operations.
- Strong analytical, communication, and project management skills.
- Fluent in English and bilingual in Spanish preferred
What We Offer
- Competitive compensation and benefits
- Opportunity to shape service strategy in a global organization
- Collaborative culture focused on innovation and customer success
- Career development and international growth opportunities