Service Center Manager, US

Job Responsibilities

• Manage the overall operations of multiple service centers within the US, including staffing, budgeting, performance, and strategic planning.
• Develop and implement operational policies and procedures to enhance efficiency, safety, and customer service standards.
• Oversee the scheduling, dispatching, and execution of field service activities, preventive maintenance, and emergency repairs.
• Recruit, train, mentor, and evaluate service center personnel, fostering a high-performance and customer-centric culture.
• Ensure compliance with all FLSmidth safety regulations, environmental standards, and quality control procedures.
• Monitor key performance indicators (KPIs) for service delivery, customer satisfaction, and financial performance, implementing corrective actions as needed.
• Collaborate with sales, engineering, and parts departments to provide integrated solutions and maximize customer value.
• Manage customer relationships, including handling escalated inquiries, resolving complaints, and identifying opportunities for service expansion.
• Prepare and present regular reports on service center performance, financial results, and market trends to senior management.
• Identify and implement continuous improvement initiatives to optimize service delivery processes and technology utilization.

Job Qualifications

• Bachelor's degree in Engineering, Business Administration, or a related field.
• Minimum of 7 years of progressive experience in service operations management, preferably within the heavy industrial, mining, or cement sectors.
• Proven track record of managing multi-site operations and leading diverse teams.
• Strong understanding of field service management software and enterprise resource planning (ERP) systems.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to manage budgets, analyze financial data, and drive profitability.
• Solid knowledge of safety regulations and best practices in industrial environments.
• Strong customer focus with a commitment to delivering exceptional service.
• Ability to travel frequently within the US to various service centers and customer sites.