Service Team Manager

SUMMARY Concept Systems is creating a Service Team. The Service Team Manager is responsible for leading the Service Team and will report to the Project Execution Director. The Service Team Manager will be the primary customer contact for service work. The Service Team Manager is responsible for qualifying service opportunities, developing service quotes, ensuring effective service delivery, ensuring customer satisfaction, and enforcing financial stability. As the Service Team is being formed, the Service Team Manager will occasionally be hands-on performing service. The Service Team Manager will also be responsible for developing core service processes and documentation. As the Service Team grows, the Service Team Manager will transition to a leadership role responsible for team development and continuous improvement. The Service Team Manager will also contribute to the larger business service strategy and pricing through operational insight. ESSENTIAL DUTIES AND RESPONSIBILITIES Build the service function from the ground up Personally handle service calls and service engineering work in the early stages Serve as the primary point of contact for service customers and escalations Support quoting for service work, contracts, and small projects Track and report service performance including revenue, utilization, and margin trends JOB DUTIES Define and document how service work is requested, scheduled, delivered, and closed Establish service metrics and provide visibility into performance Hire, onboard, and develop service technicians and engineers Transition from hands-on team member to team leader as the team grows Coordinate closely with Engineering, Sales, and Project Management Ensure service work is performed safely and professionally Identify improvement opportunities and influence service offerings and pricing through operational insight Establish and enforce standard service workflows and documentation SUPERVISORY RESPONSIBILITIES Directly supervises Service Department employees and carries out supervisory responsibilities in accordance with organizational policies and applicable laws. Responsibilities include interviewing, hiring, and training staff; planning, assigning, and directing work; evaluating performance; administering rewards and discipline; addressing employee concerns; and resolving issues. SKILLS REQUIRED Proven field service; hands on Electro-Mechanical experience Familiarity with multiple PLC platforms including A-B, Siemens, Mitsubishi, GE, Omron and others Ability to troubleshoot, repair and service equipment with various control platforms Ability to troubleshoot motor control systems, including VFD controllers Ability to work with multiple robotic platforms to perform preventative maintenance activities Ability to read and understand electrical schematics in various formats Ability to manage multiple tasks and prioritize appropriately EDUCATION AND/OR EXPERIENCE Associates of Science or Applied Science or technical degree in electronics or mechatronics Additional technical certifications preferred but not mandatory Over 5 years of field service experience required QUALIFICATIONS Ability to perform the essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of the employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. SAFETY Understand and adhere to safety requirements Carry and maintain required personal protective equipment Participate in safety training and champion safety best practices Knowledge of machine safety best practices Knowledge of and adhere to OSHA requirements TRAVEL Valid Driver’s License Valid Passport (not required, but preferred) PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 50 pounds, frequently lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand and walk. The employee is often required to reach with hands and arms and stoop, kneel, crouch, or crawl. Project work in the shop and customer start-ups may require moderate physical demands. Applicant Privacy Notice Concept Systems collects personal information from applicants for employment for the purpose of evaluating qualifications, communicating with candidates, and conducting the hiring process. Information collected during the application process may include contact information, employment and education history, professional qualifications, references, and other information voluntarily provided by the applicant. In some cases, additional information may be collected as part of background checks or other pre-employment screenings, where permitted by law. Applicant information will be used solely for legitimate business purposes related to recruitment, hiring, and compliance with applicable laws and regulations. Access to this information is limited to authorized personnel involved in the hiring process and trusted service providers that support our recruiting systems, including our applicant tracking system. Concept Systems takes reasonable administrative, technical, and physical measures to protect applicant information from unauthorized access, disclosure, or misuse. Applicant information may be retained for a period of time consistent with applicable legal requirements and business needs, including consideration for future employment opportunities. By submitting an application, you acknowledge that you have read and understand this Applicant Privacy Notice and consent to the collection and use of your information for employment consideration.