Service Manager

About the RoleThe Service Manager is responsible for leading the company's Internal Service Operations and driving the strategic development of the service business unit. This role combines operational leadership, commercial responsibility, and contract governance.ResponsibilitiesOperational Leadership – Internal Service TeamLead and develop the Internal Service team (Dispatch, Travel Coordination, Service Administration)Establish efficient dispatching processes for field technicians nationwideOptimize technician utilization, travel planning, and cost controlImplement KPI tracking (response time, margin per job, technician utilization rate)Ensure service documentation and reporting standards are metKey Account Management – Service DivisionServe as primary commercial contact for assigned service key accountsBuild long-term strategic relationships with OEM partners and industrial customersConduct regular account reviews and performance meetingsIdentify upselling and cross-selling opportunities within service scopeService Contract Development & NegotiationDevelop, structure, and negotiate:Master Service Agreements (MSAs)Frame agreementsPreventive maintenance contractsDefine pricing structures (hourly rates, retainers, response-time tiers)Coordinate with executive leadership on contract approval and risk exposureContract Compliance & Execution OversightSupervise execution of service projects within contractual boundariesEnsure billing accuracy and margin complianceMonitor adherence to scope, response time commitments, and SLA termsSupport escalation management and dispute resolutionEnsure OSHA and internal safety compliance in service executionRevenue Growth & Business DevelopmentGrow existing service accounts through structured development plansIdentify opportunities for recurring revenue modelsSupport sales in converting installation projects into long-term service contractsDevelop service-specific value propositions and positioningLeadership & Organizational ImpactDirect leadership of internal service personnelFunctional oversight of field technicians within service scopeClose collaboration with Projects, Accounting, and Executive ManagementQualifications5+ years of experience in industrial service operations or field service managementStrong background in contract negotiation and commercial account managementExperience with dispatching multi-state technical teamsUnderstanding of industrial machinery installation and service environmentStrong financial acumen (margin analysis, pricing strategy, forecasting)Knowledge of OSHA standards and industrial safety requirementsProficiency in ERP / service management systemsPreferred SkillsExperience with OEM partnershipsBackground in mechanical and/or electrical industrial environmentsFamiliarity with multi-state service logisticsBilingual (English + German or Spanish) is a plus