Senior Service Manager

SummaryInfintium Fuel Cell Systems, Inc. is developing next-generation hydrogen fuel cell systems for industrial vehicles. We are currently looking for a Senior Service Manager leads a distributed team of field technicians supporting installation, commissioning, preventive and corrective maintenance, and reliability improvements for hydrogen fuel cell systems . This candidate will be responsible for maintaining customer relationships and directing & training the field maintenance and service processes. As we are a small team, the candidate must be capable of setting and meeting goals reliably, with limited oversight.Responsibilities / Duties Strategic Leadership & Department DirectionSet the overall vision, goals, and long-term strategy for the service organization.Translate company objectives into service department initiatives and measurable outcomes.Serve as the escalation point for complex operational, customer, or performance issues.Coach and mentor the Service Manager, ensuring leadership consistency and accountability. Oversight of Processes & ProceduresOwn the design, standardization, and continuous improvement of service processes across the department.Ensure SOPs are documented, updated, and aligned with best practices and company standards.Evaluate process efficiency and effectiveness using KPIs, audits, and workflow analysis.Drive cross-functional process alignment with Sales, Operations, Finance, and Engineering.Lead change management efforts for new systems, tools, or procedural updates. Service Department Reporting & AnalyticsDefine service performance metrics (KPIs) and reporting standards.Oversee the accuracy, consistency, and timeliness of service reporting.Analyze trends in: Revenue and marginService utilization and capacitySLA performanceCustomer satisfaction and retentionPresent executive-level reports with insights, risks, and improvement recommendations.Ensure reporting supports data-driven decision-making, not just activity tracking. Growth, Scalability & Revenue EnablementIdentify opportunities for service revenue growth, upsell, and renewal optimization.Partner with Sales and Leadership on pricing models, service offerings, and contract structures.Ensure service delivery scales effectively with company growth.Forecast staffing, tools, and infrastructure needs based on demand.Support expansion into new markets, products, or service lines. People & Organizational DevelopmentOversee workforce planning, including headcount strategy and succession planning.Set expectations and performance standards for service leadership.Support hiring, onboarding, and leadership development initiatives.Promote a culture of accountability, continuous improvement, and customer focus.Review and approve training strategies and skill development plans. Financial Oversight & Budget ManagementOwn or co-own the service department budget.Monitor costs, profitability, and operational efficiency.Review financial performance with the Service Manager and identify corrective actions.Ensure service operations align with margin and profitability targets. Quality, Compliance & Risk ManagementEnsure service operations meet regulatory, contractual, and quality standards.Oversee customer escalation management and root cause analysis.Identify operational risks and implement mitigation strategies.Champion customer experience and service excellence. Relationship Management & Executive InterfaceAct as the senior point of contact for key customers or strategic accounts.Communicate service performance and initiatives to executive leadership.Represent the service organization in leadership and planning forums.Align service priorities with broader business strategyDesired Knowledge / Skills Have a self-starter mentality with strong attention to detail and commitment to quality work Ability to handle multiple tasks simultaneously and ability to manage project timelines Strong interpersonal skills and the ability to effectively communicate cross functionally with all levels of management and external customers Excellent planning, organizational, and project management skills using a variety of technological platforms Prior experience working with material handling equipment from a service standpoint Knowledge of hydrogen or battery-powered vehicle system Experience using SAP B1, Netsuite or a similar ERP program