Service Program Manager

About the role

Olympus Controls, part of the Automation Group of Applied Industrial Technologies (NYSE: AIT), is establishing a formal service business around its installed base of automation systems. The Service Program Manager will define, price, sell, and deliver the service offering, then stand it up. This role bridges customers, field technicians, and company leadership, combining commercial design with operational delivery. Success requires managing multiple workstreams, influencing cross-functional teams, and thriving amid changing priorities.

Responsibilities

• Define and launch the service offering, including preventive maintenance packages, service levels, and standard quote formats
• Develop pricing and margin models for service contracts and establish contract structures and terms
• Design and implement processes and systems for service operations, including customer call tracking, dispatch, resource allocation, and scheduling
• Establish and report on service KPIs (e.g., technician utilization, response and completion performance, contract bookings, and margin)
• Build and maintain the installed base register
• Supervise, mentor, and evaluate field service technicians and engineers, including shared and regionally based resources
• Ensure timely completion of maintenance, repair, installation, and service calls
• Define and coordinate technical training and certification paths for service technicians on priority product lines
• Partner with Sales to build the service sales process, supporting collateral, and enable sales teams to sell service to maintenance and operations buyers
• Work with sister companies across the Automation Group to extend the service program nationally, aligning standards, resourcing, and commercial rules
• Maintain high standards of safety, quality, and productivity
• Develop and sustain strong customer relationships by proactively meeting expectations
• Ensure compliance with company policies, safety regulations, and industry standards
• Assist in budgeting, resource planning, and continuous process improvement
• Collaborate with sales, operations, and engineering teams to support customer needs

Qualifications

• High school diploma or equivalent required
• Associate’s or bachelor’s degree in engineering, business, or a related field preferred
• 5+ years of field service experience required, preferably in industrial automation, robotics, capital equipment, or a comparable technical environment
• 3+ years of supervisory or management experience required
• Direct experience building, launching, or substantially scaling a service program or field service business required
• Experience with service contract structures and pricing, including preventive maintenance agreements, strongly preferred
• Experience selecting or implementing field service management, dispatch, or scheduling software preferred
• Demonstrated ability to work across multiple sites, regions, or business units and lead through influence where resources are shared and do not report directly
• Strong leadership and team management skills
• Excellent problem-solving and customer service skills
• Proficient with Microsoft Office suite
• Strong sense of urgency, attention to detail, and excellent organization, written/verbal communication, and follow-up skills
• Ability to self-direct and operate with limited precedent

Position reports to the VP of Operations, Olympus Controls. Travel: 10% to 25%, including customer sites and sister company locations across North America. Valid driver’s license and ability to travel by air required.