Service Manager

Job Responsibilities

• Provide exceptional service and customer support during field visits by addressing technical issues, ensuring proper equipment function, and delivering a positive customer experience.
• Plan, coordinate, and organize all field service travel for yourself and the service team, including scheduling, logistics, and resource allocation to optimize efficiency.
• Install new products and systems, conduct testing, and perform quality checks to confirm that equipment is functioning correctly and meets customer expectations.
• Train and educate customers on proper use, care, and maintenance of equipment, ensuring they feel confident operating and troubleshooting basic issues independently.
• Clearly explain technical issues, equipment malfunctions, and required repairs to customers in an approachable and professional manner, setting accurate expectations for resolution.
• Cookordination and align service workflow with established schedules and deadlines, adapting to changing priorities to meet customer needs.
• Oversee and manage all on-site repairs and preventive maintenance activities, ensuring tasks are completed efficiently and to the highest quality standards.
• Diagnose errors, malfunctions, or system failures, analyze root causes, and determine appropriate corrective actions to restore equipment functionality.
• Assess customer requirements and provide tailored recommendations for solutions, upgrades, or services that enhance equipment performance and customer satisfaction.
• Generate accurate, timely, and detailed service reports that document work performed, issues identified, and recommendations for future maintenance.
• Collaborate with cross-functional teams—including sales, engineering, logistics, and operations—to ensure seamless communication and alignment on customer needs.
• Build and maintain strong, long-term relationships with customers, serving as a trusted advisor and point of contact for technical and service-related concerns.
• Aid in upholding the highest standards of product quality at WEISS NA by providing feedback on recurring issues and recommending process improvements.
• Supervise, mentor, and support the Service team, assigning tasks, monitoring performance, and fostering a culture of accountability and continuous improvement.
• Perform other job-related duties and functions as assigned.

Desired Skills & Experience

• Associate degree in Mechanical Engineering, Electrical Engineering, Mechatronics, Industrial Technology, or a related technical field or equivalent hands-on experience in field service/technical support.
• Minimum 3+ years in service technician or similar role.
• Prior experience in leadership, management, or mentorship role within a service or manufacturing environment.
• Ability to manage multiple priorities and tasks with a sense of urgency.
• Well organized with an aptitude for details.
• Effective verbal and written communication skills.
• Able to multi-task and produce quality results under pressure.
• Proficient in Microsoft Suite (Word, Excel, PowerPoint, Outlook, etc.).
• Must be self-started and able to work independently with little supervision.
• Read drawings and schematics.
• Software and electrical experiences a plus, but not required.
• Knowledge of Microsoft Dynamics NAV ERP is a plus, but not required.
• Trip up to 25% - 50% depending on customer needs.