Service Manager - Team Lead USA

Description Overview

The Service Manager will lead a team of field service professionals who maintain and support UT and Immersion systems at customer facilities where uptime, quality, and safety are non‑negotiable. This position is ideal for a selfless, hands‑on leader who puts technicians and customers first, understands complex multidisciplinary systems including mechanics, electronics, and applications, and takes pride in building disciplined service programs that perform day in and day out. Partnering with upper management and the corporate service department in Israel, you will balance people leadership, operational execution, and customer trust in an environment where details matter and teamwork is everything.

• Willingness to travel up to 30-40% annually - visiting domestic customers and technicians.
• Greenville area preferred – Not mandatory.
• Office-based location – Greenville, SC
• Zero out-of-pocket health insurance.
• 401k.

Key Responsibilities:

People & Safety Leadership:

• Build and sustain a safety‑first, zero‑incident culture across all field activities.
• Lead, coach, and develop a team of field technicians supporting complex UT systems.
• Actively engage in employee development, workforce planning, and succession readiness.
• Address employee relations with humility, fairness, and accountability.

Service Execution & Operations:

• Ensure high‑quality technical daily execution of preventive maintenance, corrective service, annual calibrations (Metrology), and on‑site support.
• Mitigate and support escalations for system performance, technical issues, and customer concerns.
• Translate customer requirements and SLAs into executable service plans and schedules.
• Drive operational discipline through KPIs, visual management, and continuous improvement.
• Plan and lead the installation, commissioning, and training schedules for new systems and upgrades after delivery.

Customer & Program Management:

• Maintain strong, trust‑based relationships with customers operating mission‑critical facilities.
• Collaborate with commercial and technical teams to retain and grow long‑term service contracts
• Represent ScanMaster (IRT) Systems as a dependable, knowledgeable service partner — not just a vendor

Business & Financial Management:

• Handle price quotes, promoting spare parts packages and advance maintenance services with the customer.
• Collaborate with our corporate Service, Engineering, and Technical departments in Israel on a daily and weekly basis.
• Protect company assets and ensure responsible stewardship of resources.

Experience & Background:

• 3-5 years of technical experience in Mechanics, Electronics, UT, multidisciplinary systems, or equivalent industry experience.
• 3 years of people leadership or service management (small/medium department) experience.
• Proven experience working with corporate customers.
• Proven ability to lead teams supporting complex, high‑reliability systems.
• Comfortable working in regulated, high‑expectation customer environments.

Leadership Traits:

• Servant‑leader mindset - puts team success before personal recognition.
• Calm and effective during escalations or system issues.
• Technically curious and capable of guiding advanced troubleshooting.
• Strong communicator who can lead up, down, and across the organization.
• Customer-facing attitude – Commitment, Presentability, Courtesy, and Professionalism.

Education & Tools:

• Bachelor’s degree strongly preferred (technical degree or equivalent experience acceptable).
• Proficient with business systems and tools (Microsoft Office, Priority, Monday).
• Ability to pass required background and credit checks.