National Service Manager

Overview

Manage all aspects of field service support in the U.S. and Canada. Drive service to customers that promotes maximum satisfaction and excellent customer experience while ensuring profitability that meets established corporate goals and objectives. Present service strategy and performance to senior management. Manage the Technical Support Department, including leadership, coaching, performance management, conflict resolution, and employee relations support. Lead field safety initiatives, champion accident investigations, and report on safety metrics. Manage the service van fleet and the STEER program. Lead the escalation resolution process with a strong focus on customer support, timely issue resolution, and cross-functional alignment.

Responsibilities

• Deliver metrics and processes to improve quality and customer experience.
• Partner with customers, technicians, and internal teams to resolve problems on a "win-win" basis for both the customer and the company.
• Establish technician territories to ensure maximum productivity and provide the best possible response times to customer service requests.
• Meet and communicate with sales and training personnel to exchange information, review problems, and coordinate customer service efforts.
• Ensure efficient use of company assets in the area, including parts inventories, accounts receivable, technician vehicles, and operating expenses.
• Evaluate technician performance through ride-withs, productivity reports, and sales activity; provide timely coaching, counseling, training, and follow-up to support performance improvement.
• Manage P&L to maximize profits while ensuring customer performance is always maintained.
• Interface effectively with internal and external customers to support service performance, issue resolution, and customer satisfaction.
• Handle employee relations matters associated with hiring, training, coaching, disciplining, conflict resolution, and termination in partnership with Human Resources.
• Demonstrate strong people management skills by setting clear expectations, addressing performance concerns promptly, resolving conflict professionally, and promoting accountability across the field service team.

• Support escalated customer concerns with professionalism, urgency, and sound judgment while balancing customer needs, technician capabilities, and business objectives.
• Conduct service meetings to cover technical, business, and customer relations issues.
• Follow company policies and procedures.
• Other duties as necessary and/or assigned.

Qualifications

• Bachelor's degree in Business Administration or equivalent.
• Technical background desired.
• Ability to understand and process service performance, P&L's, and balance sheets, analyze and report on inventory as well as the ability to investigate and trace inventory variances.
• Strong business and systems experience, including computer skills and the ability to prepare MS Excel and access spreadsheets, including complex formulas, reports, and graphs.
• Excellent written and oral communication, interpersonal, people management, conflict resolution, planning, and prioritization skills.
• The following individual characteristics: Flexibility, Integrity, Customer Focus, Results Orientation, and Professional Judgment.