Senior Service Manager

About the role

As our Senior Service Manager for TMF product lines, based in Birmingham, AL, you will lead service excellence across a diverse portfolio of equipment throughout North America. In this leadership role, you will serve as the senior escalation point for complex service and technical issues while driving consistent service standards, dealer performance, and customer satisfaction. Working cross functionally with Engineering, Warranty, Parts, Training, and Sales teams, you will champion continuous improvement initiatives and support service readiness for new product introductions. This position combines strategic leadership, technical expertise, and operational oversight to strengthen PALFINGER's aftermarket service capabilities and customer experience.

Responsibilities

• Serve as the senior service and technical escalation point for TMF product lines, supporting dealers, service partners, and internal service teams across North America.
• Lead and develop a team of Service Managers, establishing clear expectations, escalation processes, and accountability for service performance and customer outcomes.
• Coordinate the resolution of complex service, quality, and warranty issues while partnering with Engineering, Parts, Warranty, Training, and Sales teams to deliver effective solutions.
• Drive consistent execution of PALFINGER service standards across dealer and service partner networks by promoting best practices, operational excellence, and scalable service processes.
• Analyze service data and field feedback to identify trends, implement corrective actions, support continuous improvement initiatives, and enhance service readiness for new products.

Qualifications

• Bachelor's degree in Business Administration or a related field, or 8-10 years of equivalent experience managing service operations within a structured service environment.
• Proven experience leading managers and service teams while driving accountability, performance, and customer-focused results.
• Strong technical knowledge of hydraulic, electrical, and mechanical systems used in industrial or mobile equipment applications.
• Demonstrated analytical, organizational, problem-solving, and cross-functional collaboration skills, with the ability to influence stakeholders and manage competing priorities.
• Ability to travel extensively (30-70%) throughout North America, with occasional international travel.

Benefits

• Competitive compensation of $100-150K
• 401(k) with Company match
• Medical, dental, vision, life, accidental death and dismemberment insurance, and short- and long-term disability (depending upon state)
• Wellness program offered
• Paid Company holidays and paid Personal Time Off (PTO)
• Opportunity for continuous learning and career growth