Senior Service Manager

About the Role

At Sentry Equipment, you are more than an employee – you are an employee-owner whose work directly contributes to our customers’ success and our company’s future. You will join a collaborative team that values reliable service, technical expertise, personal accountability, and continuous improvement. If you enjoy solving problems, working with your hands, and delivering a great customer experience, we would like to hear from you.

Responsibilities

• Drive service business development, revenue growth, customer retention, and service execution within the assigned area of responsibility.
• Lead the identification, pursuit, proposal development, and capture of service opportunities, maintenance agreements, upgrades, repairs, preventive maintenance, startup, installation, and training.
• Manage a team of service personnel, support strategic growth segments, strengthen customer relationships, and foster knowledge sharing through internal and external channels.
• Build and maintain strong corporate, regional, and plant-level customer relationships to improve account penetration.
• Develop and execute strategic and tactical service growth plans, including account planning, target customer prioritization, revenue goals, margin expectations, and actions to expand service offerings within assigned markets.
• Perform customer site walkdowns to assess installed equipment, identify service, repair, retrofit, training, and lifecycle support opportunities, and provide recommendations based on industry and product expertise.
• Provide general supervision of assigned Service Managers and Technicians.
• Simultaneously manage multiple service projects and contracts.
• Assure safety standards are met to deliver a safe work environment for both employees and customers.
• Manage compliance requirements and review customer operation procedures to confirm proper design parameters are being observed.
• Track key performance indicators for service growth, proposal activity, win rate, backlog, revenue, margin, customer satisfaction, and execution performance.
• Use company CRM and service reporting tools to document customer interactions, opportunities, quotes, activities, and completed work within expected timeframes.
• Manage internal and external resources to ensure correct and complete customer projects in accordance with customer requirements.
• Develop policies and procedures for the service team.
• Manage P&L within the assigned area, with accountability for revenue growth, margin performance, cost control, forecasting accuracy, and achievement of annual service business objectives.
• Prepare training materials and give formal instruction to customers and employees.
• Identify customer needs, competitive gaps, and field challenges that may lead to new service offerings, product improvements, market opportunities, or recurring revenue programs, and present recommendations to management.
• Identify and implement new technologies to improve service delivery.
• Coordinate with customers and other Sentry Employees to complete product support activities and resolve field challenges.
• Estimate, compose, present, and follow up on project proposals using the Sentry quoting tool, ensuring proposals clearly communicate customer value, scope, pricing, schedule, and commercial terms.
• Perform other duties as assigned by the supervisor.

Qualifications

Not specified in the provided content.

Skills

• Problem-solving and hands-on work experience.
• Strong customer service and relationship-building skills.
• Ability to manage multiple projects and contracts simultaneously.
• Proficiency in using CRM and service reporting tools.
• Knowledge of safety standards and compliance requirements.
• Experience in developing and executing strategic growth plans.
• Ability to identify and implement new technologies for service improvement.

Note: The original content did not provide specific details for Qualifications, Pay, Schedule, or Benefits, so these sections were omitted as per the instructions.