Automation Service Manager

We’re looking for a Field Service Manager to lead and grow a high‑performing service organization supporting complex industrial equipment across North America and globally.

This role owns service strategy, execution, customer experience, and financial performance, with responsibility for leading internal teams, managing third‑party service partners, and delivering fast, reliable service at market‑competitive cost.

If you’re a hands‑on service leader who thrives on people leadership, technical problem‑solving, and customer impact, this is a high‑visibility opportunity.

Why This Role

✅ Lead a global service organization (~10 team members)

✅ Own service KPIs, SLAs, and P&L performance

✅ Be the senior escalation point for key customers

✅ Build scalable service coverage using internal teams partners

✅ Drive customer satisfaction, retention, and growth

What You’ll Do

Service Leadership & Strategy

• Lead, mentor, and develop a distributed field service team with a strong culture of accountability
• Recruit, onboard, and support remote employees and third‑party service providers
• Develop and execute a global field service strategy balancing responsiveness, quality, and cost

Customer Experience

• Act as the primary contact for key customers during onboarding, audits, installs, and new program rollouts
• Serve as the customer escalation point—resolving issues quickly and professionally
• Build strong customer relationships that support partnerships, NPD testing, and long‑term contracts

3rd‑Party & Partner Management

• Identify, qualify, train, and maintain certification of third‑party service partners in NA and ROW regions
• Capture VOC feedback and audit service performance
• Partner with Sales to support service program development and customer coverage

Operations, KPIs & Continuous Improvement

• Define and implement KPIs to measure performance, utilization, response time, and customer satisfaction
• Drive RCCM based continuous improvement from KPI results
• Improve scheduling efficiency, technical support workflows, and speed‑of‑service metrics
• Develop risk mitigation plans through cross‑training and succession planning

Commercial & Contract Support

• Develop and manage SLAs, blanket service agreements, and quoting processes
• Partner with Sales on long‑term service contracts and customer strategies
• Build and manage contractor relationships (rigging, electrical, SEM installations) and close coverage gaps

Safety, Process & Documentation

• Partner with the Safety Manager to develop and enforce field service safety programs
• Develop SOPs, SOW templates, service disclaimers, and standardized documentation
• Establish scalable processes and business strategies supporting service growth

Hands‑On Leadership

• Travel to work directly with field teams and key customers
• Invest in team development, coaching, and career progression

What We’re Looking For

🎓 Bachelor’s degree in Business, Engineering, Operations, or related field (experience may substitute)

🧭 5 years leading an equipment service organization with P&L responsibility

🛠 Prior experience as a Field Service Technician strongly preferred

⚙ Hands‑on experience with industrial equipment, 3‑phase power, motors, gears, and AC motor controls

🏛 Experience supporting commercial and/or government customers

📈 Strong business acumen and continuous improvement mindset

Nice to Have

• Experience in a growing or entrepreneurial business
• Global or cross‑cultural service leadership experience

Key Skills for Success

• Customer‑first, solutions‑driven mindset
• Strong mechanical & electrical aptitude (meters, schematics, hand tools)
• Ability to influence across all levels—internal and external
• Confident conflict and escalation management
• Hands‑on, results‑oriented
• Excellent verbal and written communication skills
• Flexible and comfortable driving change