AREA SERVICE MANAGER JOB DESCRIPTION

A field-based management role with P&L exposure. The Area Service Manager owns the after-sales function for an assigned geographic territory, balancing contractual service-level commitments against technician productivity and area margin targets. In industrial equipment and machinery, where warranty claim management, service dealer networks, and OSHA-regulated site safety form the operating backdrop, the decisions made at this level directly shape whether customer assets stay productive. Getting it wrong means missed contractual availability guarantees, unresolved warranty disputes, and technician teams without the coaching or scheduling discipline to close the gap.

As the Area Service Manager, you lead a team of field service technicians across an assigned territory, owning service revenue, after-sales KPIs, and the customer relationships that determine contract renewal outcomes. You report to a Regional Director or Area General Manager and work cross-functionally with sales, parts, and corporate service support to grow the service business and maintain compliance with applicable safety and regulatory standards.

Career Impact: Managing a territory-level P&L in industrial services, including service contract sales and margin accountability, is among the fastest paths to a Regional Service Manager or Service Operations Director role in this sector.

Business Impact: The technicians you schedule, develop, and hold accountable determine whether contracted equipment uptime commitments are met or result in penalty exposure for the business.

Growth Opportunity: Sustained ownership of warranty claim management, dealer network development, and service contract negotiation builds a competency set that transfers to broader general management roles in capital equipment and aftermarket businesses.

• Lead a team of field service technicians across the assigned territory, ensuring scheduling, training, and performance accountability meet area service-level targets.
• Manage the area service P&L, including revenue forecasting, expense control, gross margin, and pre-tax profit against the annual budget.
• Oversee preventive and corrective maintenance execution across contracted customer assets to meet availability and uptime commitments.
• Direct warranty claim processing and non-conformity reporting in coordination with the Quality and Parts departments.
• Develop and maintain service dealer and distribution network relationships, including appointing, evaluating, and updating service agreements based on local market conditions.
• Conduct regular customer review meetings to resolve complaints, agree on chargeable work, and identify new after-sales business opportunities within the existing base.
• Enforce OSHA and applicable safety standards across all field operations, including scheduled safety meetings and unannounced site audits.
• Coach and develop team members through performance reviews, corrective action, and technical training programmes aligned to area growth objectives.

• Bachelor's degree in Engineering, Engineering Technology, or Business, or equivalent work experience.
• 3 or more years of experience managing field service teams, with accountability for service revenue and area operational metrics.
• Demonstrated ability to manage territory-level budgets, including forecasting, expense control, and P&L analysis.
• Proven record of building and maintaining customer relationships in a B2B industrial or capital equipment environment.
• Experience reviewing and interpreting service contracts, warranty terms, and regulatory compliance requirements.
• Strong communication and influencing skills, with the ability to operate effectively across technician, customer, and executive levels.
• Valid driver's license and willingness to travel regularly within the assigned territory.

• Prior experience managing a service dealer or distributor network within construction, agricultural, or industrial machinery sectors.
• Familiarity with procure-to-pay workflows and financial reporting platforms used in service operations environments.
• Demonstrated track record of growing service contract revenue within an assigned territory.
• Proficiency with field service management or CRM platforms used for scheduling, work order management, and customer reporting.

• Service contract renewal rate, reflecting retained revenue from the managed customer base.
• Contractual asset availability percentage, measuring uptime delivered against guaranteed thresholds.
• Area service gross margin versus budget, tracking cost control, and revenue mix across the territory.
• Mean time to close warranty claims, indicating resolution speed and coordination with parts and quality teams.
• Technician utilization rate, measuring productive billable hours as a percentage of available capacity.
• Safety audit compliance score, reflecting adherence to OSHA standards across field sites and technician practices.
• Typical tools: field service management platforms (commonly ServiceMax or ClickSoftware); ERP and financial reporting systems (commonly SAP or NetSuite)

• Base Salary Range: $85,000 to $115,000 annually, depending on territory size and experience
• Bonus: Annual performance bonus typically 10% to 15% of base, tied to area margin and service revenue targets
• Equity: Uncommon at this level; occasionally offered at larger publicly traded OEMs
• Health Benefits: Medical, dental, and vision coverage; employer contribution to the premium standard in this sector
• PTO: 15 to 20 days annually, plus standard US federal holidays
• Common Perks: Company vehicle or vehicle allowance, fuel card, laptop, mobile phone, and field expense reimbursement

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law. Candidates requiring a reasonable accommodation to participate in the application or interview process should notify the hiring team in writing. Employment in this role is contingent on satisfactory completion of a background check. Applicants must be authorized to work in the United States.

The Area Service Manager leads a regional field service team to deliver contractual engine fleet availability and performance, including planned and corrective maintenance activities across customer sites. Working directly with customers as the primary regional contact, this role enables continuous operational improvement and commercial accountability across the service function.

Key Responsibilities

• Ensure team members are competent to perform designated tasks, providing support, training, and supervision as required.
• Review the performance of each individual on a regular and ongoing basis, taking appropriate action as needed.
• Monitor hours of work, timesheets, and other expense-related activities.
• Ensure company policies and procedures relating to the employment of staff are observed at all times.
• Ensure the regional engine fleet achieves above-contractual guarantees.
• Plan and prioritise scheduled, preventive, and corrective maintenance activities in accordance with customer requirements, taking into account the risk of contractual penalties.
• Ensure contractual availability and performance standards are maintained across the contracted maintenance fleet in the region.
• Ensure oil and coolant sampling is carried out in accordance with the relevant code of practice, working with the Service Engineering Analyst to monitor quality and status, and action prompt changes or replacement when required.
• Forecast and inform the Parts and Overhaul Manager of engine decoke and overhaul requirements.
• Liaise with the project department about area commissioning requirements.
• Monitor and control engineering practices to minimise costs and wastage.
• Analyse performance data for continuous improvement of site operations and the field service team.
• Conduct unannounced auditing of the field service team for safe working practices, and audit sites and engineers to ensure equipment, vehicles, and sites are maintained in a clean and orderly manner.
• Serve as the first point of contact for customers in the region, ensuring regular meetings take place and that technical and performance updates, issues, and concerns are reported promptly.
• Liaise over the scheduling of activities on site, ensuring compliance with customer procedures and protocols with respect to all works, including call-outs.
• Discuss, reconcile, and agree on chargeable work with regional customers on a monthly basis.

Required Qualifications

• Excellent relationship-building skills, with the ability to work effectively at all levels and across functions.
• Strong commercial acumen and the ability to persuade and influence.
• Strong organisational and planning skills, with a good level of attention to detail.
• Effective communication skills at all levels and across disciplines, keeping others informed and conveying messages clearly.
• Confident in own expertise, taking responsibility and standing firm when it is in the interest of the business to do so.
• Balanced decision-making, considering potential advantages against possible risks.
• Resilience, tenacity, and effectiveness under pressure.
• Willingness to take a flexible approach, adapting to changing requirements and reprioritising without complaint.

Embedded within the diagnostics field service organisation, the Area Service Manager delivers installation, troubleshooting, and maintenance of GeneXpert products across a regional customer base while growing the installed base year on year. Working closely with commercial, field application, and technical support teams, this role advances customer satisfaction outcomes and regional service revenue.

Core Functions

• Complete field-based activities to support the product portfolio.
• Install and troubleshoot instruments in a timely and cost-effective manner.
• Drive customer satisfaction for the region with an increasing installed base year on year.
• Generate revenue by selling service contracts in the region.
• Conduct user and operator training at customer sites.
• Solve complex customer issues and prevent negative service trends.
• Educate customers on the technology, connectivity, and science behind applications.
• Maximise system performance and minimise downtime to enhance customer support.
• Interpret customer needs and take responsibility for problem resolution, liaising with the customer on administrative and technical matters.
• Demonstrate instrumentation, software, and reagents to customers.
• Follow standard operating procedures and CRM-based tools for channelling service flow in the region and within the team.
• Maintain regular communication with supervisors and coordinators for scheduling.
• Assist in the creation of service organisation plans, schedules, quality initiatives, process change initiatives, and continuous improvement activities.
• Organise the timely return of spare parts.
• Oversee, mentor, and support field service engineers in the region, including collaborative working with channel partner field service teams.
• Integrate instruments into customer laboratories and provide customer support during the evaluation and validation process.
• Engage with commercial, field application, technical support, and repair centre teams to improve overall customer experience.
• Follow compliance and regulatory guidelines strictly.
• Ensure associates attend and complete all required training satisfactorily and on time.

Qualifications & Experience

• A bachelor's or Master's degree in Biomedical Engineering, Electronics, or Biotechnology is desirable.
• Minimum 8 years of experience in a technical services role within the diagnostics industry, including more than 5 years leading and managing a team in the same domain.
• Knowledge of diagnostic testing products and the relevant market.
• Experience successfully leading service revenue sales for a region with significant growth.
• Ability to build relationships within the scientific community to support business development.
• Advanced proficiency in Microsoft Office applications.
• Knowledge of CRM-based software.
• Excellent communication skills, both written and verbal, including technical presentation skills for group and one-on-one presentations.
• Project management, customer-facing ability, and conflict resolution skills.
• Willingness and ability to travel within the region and, where required, internationally for training opportunities.
• Strong written and spoken English communication skills.

Reporting to the Service Manager, the Area Service Manager shapes the distribution network across an assigned territory by managing service agreements, warranty claims, and distributor training for engines and industrial machinery. Partnering with the Engine Sales Department and Quality teams, this role reduces repair costs and builds network capability in support of regional service excellence.

Primary Duties

• Provide direct technical support from the office and in the field to the distribution network and major customers in the area.
• Appoint and cancel service dealers in the area, in agreement with the Service Manager and in coordination with the Engine Sales Department.
• Update service agreements with the network in the area following evaluation of local market characteristics.
• Manage warranty claim requests for the area.
• Transmit information about non-conformities received outside the warranty claim system to the Quality Department.
• Meet local requests for training sessions to be performed at the company or distributor, and customer facilities, to provide correct technical knowledge to reduce repair difficulties and costs.
• Organise trips in the countries of the area for network identification and development, training, urgent matters, and critical situations.

Skills & Qualifications

• Technical diploma required.
• A three-year degree in Engineering is preferred.
• Three to eight years of previous work experience, preferably in the service of engines, construction, or agricultural machinery.
• Good knowledge of English or Italian is mandatory.
• Good interpersonal skills and the ability to work in a team.
• Ability to manage unforeseen critical situations quickly and rationally, identifying appropriate solutions.
• Good orientation toward service activity and customer needs satisfaction.
• Availability for frequent national and occasional international travel.

Sitting at the intersection of technical service delivery and customer relationship management, the Area Service Manager reports to the Director of Service, Diagnostic Imaging, and schedules Field Service Engineers to meet preventative and corrective maintenance needs across imaging equipment, including NM, SPECT, CT, and MRI. Operating across sales, operations, and compliance functions, this role builds customer loyalty and grows service revenue for the assigned area.

Duties

• Schedule field service engineer resources, priorities, and assignments to ensure appropriate responses to customer needs, and ensure area overtime budget commitments are met.
• Support the identification and execution of service business engagements within the area to play a significant role in growing revenue.
• Identify and participate in sales opportunities such as new contracts, contract renewals, and system sales.
• Collaborate with the sales team to help drive company strategy around supporting both strategic partnerships and direct-to-customer engagements.
• Ensure all field service engineers are appropriately trained to support the equipment in the area.
• Maintain and increase customer loyalty scores by providing world-class response times and service delivery.
• Interface with area customers as a management representative, ensuring resolution and follow-up on any customer concerns.
• Ensure acceptable technical support within the area based on OEM and modality requirements.
• Oversee the timely completion of preventative maintenance, inspections, pre-existing condition surveys, field modifications, and repair parts cycle times, including staff inventory control and monitoring.
• Monitor and control the area service team's administrative responsibilities, including maintaining customer service logs and internal service records promptly.
• Monitor team tools and test equipment to ensure they are properly and timely calibrated.
• Perform troubleshooting, installation, maintenance, and repair service work on designated systems as needed.
• Utilise the escalation process to resolve customer service delivery issues.
• Ensure adherence to Environmental Health and Safety, OSHA, FDA, HIPAA, and all other applicable regulatory requirements.

Experience & Qualifications

• Associate degree or military experience with a minimum of three years of experience servicing diagnostic imaging equipment.
• Bachelor's degree in Electrical Engineering, Biomedical Engineering, Electrical Engineering Technology, or a comparable programme preferred.
• Minimum three years of experience diagnosing, repairing, installing, and servicing diagnostic imaging equipment, including NM, SPECT, SPECT/CT, PET, PET/CT, CT, and MRI in a field service engineer capacity.
• Previous leadership, managerial, or supervisory experience, preferably with diagnostic imaging professionals.
• Experience with Power BI.
• Proficient in Microsoft Word, PowerPoint, Excel, and Outlook.
• Excellent analytical, interpersonal, and communication skills, with the ability to convey complex technical issues in an accessible manner.
• Strong time management skills with the ability to multi-task and adapt to shifting priorities.
• Able to work productively in a fast-paced, pressurised environment with resourcefulness and independence.
• Ethical and trustworthy, with a proven record of reliability and accountability.

A key member of the operations and maintenance leadership team, the Area Service Manager owns the safety culture and service relationship with the customer across contracted energy projects, including Battery Energy Storage Array operations. Collaborating across global OEM suppliers, third-party vendors, and internal stakeholders, this role delivers financial performance against area income targets and enables sustained asset reliability for power generation customers.

Strategic Responsibilities

• Own the safety culture, building on the established safety management system.
• Drive and own operations and maintenance service business performance across key business metrics, including safety and finance.
• Own the service relationship with the customer through maintaining clear lines of communication and execution of the contract.
• Instigate and deliver new service product offerings to fulfil the customers' changing requirements.
• Own the area income performance, including budget development in consultation with all relevant stakeholders.
• Drive proactive and reactive maintenance execution in managed projects, incorporating a continuous improvement approach.
• Manage multiple third-party service vendors in the safe execution of operations and maintenance services across contracted projects.
• Identify new issues affecting product and business performance, develop plans for resolution, execute resolution, and follow up to ensure sustainability.
• Support, lead, and facilitate internal and external root cause analysis and management of change activities.
• Facilitate site support by managing global services and OEM suppliers.
• Assist in the development and deployment of asset management strategies for customer assets.
• Lead Battery Energy Storage Array operations and maintenance training for new owners and third-party service providers.

Technical Qualifications

• Undergraduate degree required, with strong preference for a technical degree in Electrical Engineering, Mechanical Engineering, Civil Engineering, Chemistry, Physics, or Mathematics.
• Minimum seven years of related experience in electric utility or independent power producer operations, including generation and technical teams across coal, gas, solar, hydro, or wind.
• Experience with income statement responsibility, including budget development.
• Proven track record of technical problem-solving using a structured approach and complex analytics.
• Experience negotiating and managing contracts with third-party service providers.
• Successful track record of business process management, including project reporting, work execution, procure-to-pay, change management, workforce development, and planning.
• NetSuite or equivalent financial reporting platform experience required; SAP or equivalent a plus.
• Excellent Microsoft Office capabilities; SCADA and MODBUS experience required.
• Must have experience leading safety efforts in an operational setting.
• Highly developed interpersonal skills with the ability to interface with multiple levels of a customer organisation.
• Deep planning, organising, and coordination experience among multiple stakeholders to achieve common goals.
• Project management, meeting leadership, and facilitation experience.
• Must be willing and able to travel up to 50% of the time.
• Fluent in written and spoken English; proficiency in other European languages is a positive.

Sustained growth in service centre performance depends on the Area Service Manager, who directs territory operations encompassing staffing, financial management, customer relationship development, and training programme delivery across a multi-state footprint. Based within the senior service management team and reporting upward through business leadership, this role shapes annual budget outcomes and drives continuous improvement in service workflows and customer satisfaction.

Accountabilities

• Plan, direct, and coordinate activities for the assigned territory, ensuring excellence in customer service and growth of new customers.
• Serve as a member of the senior service management team by participating in business planning, goal setting, and leading or performing project work.
• Recommend or manage the staffing process, including scheduling and hiring, to ensure sufficient levels; hold associates and managers accountable for work quality and performance.
• Direct compliance of staff with administrative policies and procedures, and direct training programmes to ensure understanding and compliance.
• Lead and coach the shop service team and develop associates for their current and future positions.
• Establish and maintain positive customer relationships, and lead managers in promoting all aspects of the service offering with new and existing customers.
• Manage all financial aspects of the service centre, including annual budgets, inventory management, gross margin, expense management, and pre-tax profit, as well as capital projects within budget.
• Track key performance indicators and manage performance to the objectives provided by senior management.
• Support and establish effective workflow processes and systems to ensure continued improvement, growth, and customer satisfaction, including service request management, scheduling, purchasing, standard work instructions, and relevant policies.

Education & Experience

• Bachelor's degree required.
• Five or more years of experience as a service manager, or ten or more years of supervisory experience in a mechanical or service industry.
• Ability to manage direct reports across multi-state areas, with willingness to travel 50–75%.
• Current valid driver's licence.
• Mechanical aptitude with relevant product or industry knowledge.
• Proficient in PC skills, including spreadsheets, word processing, and other office management applications.
• Proven account management skills with the ability to create, maintain, and enhance customer relationships.
• Excellent written and verbal communication skills, with the ability to work independently and within a team.
• Extremely detail-oriented, motivated, goal-oriented, and persistent; handles stress and deadlines well.
• Demonstrated record of responsibility, including maintaining company confidentiality and participating in continuous improvement initiatives.

As the Area Service Manager, this role builds relationships with technicians in the field and aligns service strategy with sales teams to grow key accounts, develop new service territories, and deliver customer satisfaction across the assigned area. The service organisation relies on this work to achieve planned results through optimised resources, a high-performing culture, and effective technician development at the area level.

Ownership Areas

• Collaborate with all sales teams on projects involving growth opportunities for machine sales and service.
• Provide accurate forecasting reflecting industry and business trends and potential business in the area.
• Grow key accounts and ensure customer satisfaction through continuous customer interaction in the field.
• Communicate and recommend service offerings that align with customer needs, and recommend and develop new service territories.
• Effectively align with and communicate the service vision and strategy in tactical terms to direct reports and customers.
• Promote a high-performing culture that engages in change, supported by an atmosphere of optimism and passion.
• Spend time in the field regularly to build relationships with technicians and support their growth and development.
• Partner with appropriate support functions and with sales to address technician development needs and conduct business reviews to retain and grow large customers.
• Optimise resources for plan achievement at the area level to assure area results.

Position Requirements

• High school diploma or equivalent required.
• Bachelor's degree strongly preferred.
• Minimum five years of business experience with customer interface, preferably in a sales or service role, including at least three years of experience leading others, ideally in a remote employee environment.
• Demonstrated ability to build a strong team, including identifying, developing, and retaining talent.
• Proficient in computer and application skills.
• Ability to examine issues from multiple perspectives to develop well-reasoned and sustainable solutions.
• Ability to concentrate on tasks, make decisions, and work calmly and effectively in a high-pressure, deadline-oriented environment.
• Ability to build and maintain positive relationships, both internally and externally, while maintaining a customer service orientation.
• Demonstrated ability to work independently, organise and accurately prioritise work, be detail-oriented, and exercise good judgement in varied situations.
• Reflects on and learns from own mistakes and helps others to do the same.

Area Service Manager delivers strong financial management of service operations within an assigned state, partnering with the Area General Manager to grow the service business through revenue and margin forecasting, technician development, and oversight of emergency repair, maintenance contracts, and long-term service agreements. The work directly supports client satisfaction, cash flow optimisation, and environmental health and safety compliance across the service team.

Activities

• Manage service operations within the assigned state, providing strong financial management of the business, including revenue and margin forecasting, expense control, overhead cost, and absorption.
• Partner with the Area General Manager to develop and execute strategies to grow the service business, and support sales teams as needed to ensure client satisfaction levels are maintained.
• Oversee the service coordination function to respond efficiently to customers, ensure technicians' training and skill level are appropriately balanced, and leverage resources across the district, covering emergency repair, maintenance contracts, scheduled work, upgrades, installations, replacement components, and long-term service agreements.
• Attract, coach, counsel, train, and develop all service employees, driving continuous improvement through performance management and technical product training programmes.
• Maximise cash flow by ensuring invoices are generated immediately upon completion of work, managing expense budgets, increasing utilisation of the service team, and ensuring standard service work processes are followed.
• Ensure environmental, health, and safety compliance within the service team, and provide training to all employees to ensure a safe and productive work environment both in the shop and at customer sites.

Knowledge, Skills & Abilities

• Bachelor's degree in engineering, engineering technology, business, or equivalent preferred, or an equivalent combination of education and experience.
• Minimum four years of experience in an industrial sales business setting.
• Minimum three years of experience managing teams, processes, and budgets.
• Knowledge of Salesforce is preferred.
• Valid driver's licence with a clean driving record, meeting defined policy requirements.

The Area Service Manager owns a regional after-sales function, maintaining optimal infrastructure of service engineers and tools to deliver contractual customer service levels, financial targets, and operational KPIs while driving continuous improvement in service contract management. Reporting into the regional area service manager structure and working closely with service support functions, this role generates after-sales business growth and maximises customer satisfaction and profitability across the territory.

Operational Focus

• Maintain an optimal infrastructure of human resources, skills, and tools to deliver agreed customer service levels, financial after-sales targets, and defined operational after-sales KPIs.
• Ensure high financial turnover and optimise the productivity of service engineers through standard procedures, controlling instruments, and meeting routines.
• Report on agreed financial and operational targets in regular regional area service manager meetings.
• Continuously improve service contract management in a close relationship with service support functions.
• Conduct scheduled review meetings with customers and proactively deal with and resolve any issues, including customer complaints and invoice queries.
• Ensure adherence to defined after-sales processes and procedures.
• Ensure optimal team motivation and well-being through regular one-to-ones, yearly appraisals, and delivery of all identified training.
• Ensure engineers work within agreed health and safety guidelines.
• Continuously seek and help implement best-practice processes to achieve maximum customer satisfaction, efficiency, and profitability.
• Help grow the after-sales business by identifying business opportunities within the existing customer base.

Professional Experience

• Management experience with a demonstrated ability to manage and coach people at all levels and remotely.
• Engineering knowledge with exposure to the customer service sector.
• Exposure to SAP operating systems.
• Full, valid driving licence required; role is field-based with travel across the region as required.
• Strong numeracy and analytical skills, with the ability to work under pressure and a customer-first orientation.
• IT literate, with particular proficiency in Microsoft Office.
• Strong interpersonal skills with the ability to influence and negotiate effectively.
• A sales-led focus with drive, determination, and a strong sense of accountability.

Embedded within the retail store leadership structure, the Area Service Manager leads recruitment, coaching, and performance management of team members while driving the customer experience across fulfilment, floor engagement, and stockroom operations. Working closely with associates across all customer-facing support functions, this role produces a culture of proactive engagement and ensures operational standards are met to support brand performance.

Job Functions

• Foster a positive and uplifting work environment that generates a high level of morale, and promote an inclusive team approach based on teamwork and shared objectives.
• Lead recruitment, teaching, and coaching of team members, and lead performance management or corrective action as required.
• Develop operations team members and teach them to use available tools to maximise productivity and achieve brand benchmarks.
• Drive results by leading the customer experience, addressing and resolving customer complaints, and creating a culture of proactive customer engagement to exceed expectations.
• Share information on products, promotions, and loyalty programmes.
• Lead the processing of fulfilment transactions quickly and accurately to ensure customer satisfaction.
• Ensure operational standards in stockroom organisation are followed, and lead maintenance of a clean and organised stockroom to ensure safe and efficient merchandise processing.
• Engage with customers on the sales floor to assist with locating products and online orders.
• Lead all customer-facing support functions, including check-out, buy-online-pick-up-in-store, and product search.
• Process shipping and receiving orders according to time and efficiency standards.
• Lead replenishment of product utilising the replenishment application.
• Process freight and sensor product.
• Lead product pricing and markdowns.

Background & Experience

• High school diploma or equivalent required.
• Three to five years of experience in a similar or relevant position.
• Proficient in the use of retail technology such as tablets and registers.
• Strong supervisory and communication skills with a hospitality mindset.
• Genuine desire to create positive and memorable customer experiences.
• Organisational skills and a brand ambassador mentality.
• Willingness and ability to meet defined availability criteria, including nights, weekends, and non-business hours.

Reporting to a supervisor within the industrial equipment service organisation, the Area Service Manager shapes the customer journey by promoting spare parts, machine retrofits, and digital service offerings to existing and prospective accounts across assigned territories. Partnering with internal and external sales teams, this role builds collaborative customer relationships and develops a strong service team to drive new business opportunities and sustained market intelligence.

What You'll Do

• Proactively plan the customer journey, enabling new business development in collaboration with relevant teams.
• Promote the sale of spare parts, machine retrofits, and value-added services, including traditional and digital offerings, to existing and potential new customers.
• Actively identify other possible business opportunities to help boost the business, working with internal and external sales teams.
• Build and maintain collaborative relationships with customers and their employees.
• Lead and develop a strong service team.
• Ensure the required marketing intelligence is gathered in the assigned areas, covering market potential, competitor activities, and customer trends, and report feedback to supervisors and relevant roles.
• Identify and resolve client concerns, either directly or by delegating to and sponsoring the most appropriate colleagues.
• Promote digital services as a daily part of the customer service portfolio and activities.

Minimum Qualifications

• Bachelor's degree in Engineering required.
• Minimum four years of experience in a customer service function.
• Experience in business development for sales and service for industrial goods.
• Ability to understand customers' business needs and pain points, translating them into solutions through value-added service offerings.
• Strong sense of ownership, with excellent analytical and problem-solving capabilities.
• Ability to work in a multicultural and diverse environment as a strong team player in a global matrix organisation.
• Willingness to travel.

Sitting at the intersection of technical field operations and commercial service management, the Area Service Manager reports to a Regional Director and leads field service technicians across an assigned geographic area to deliver installation, maintenance, and calibration of weighing products and regulatory compliance with Weights and Measures personnel. Operating across field sales, service consulting, and corporate functions, this role builds effective business relationships and drives revenue growth through direct and telephone customer contact.

Day-to-Day Responsibilities

• Provide leadership and oversight of installations and maintenance of weighing products and related apparatus within an assigned geographic area through direction, supervision, and business management of field service technicians.
• Prepare and implement short- and long-term marketing and operational plans, including monthly, quarterly, and annual forecasts for the annual budget.
• Hire, train, and manage the performance of field service technicians and service administrators.
• Direct programmes to increase service and product sales through direct and telephone contact with potential customers and through utilisation of staff.
• Monitor work performed to assure customer satisfaction, and assure maintenance of accounting, recordkeeping, and reporting functions.
• Control expenditures, work efforts, personnel levels, parts inventory, fleet management, and purchasing in line with business objectives.
• Analyse the service profit and loss statement to determine factors for better managing revenue, profit, and quality of services.
• Assure that all billing and reporting procedures adhere to requirements, and ensure the availability of office and shop service tools, parts, supplies, inventories, and equipment as needed.
• Maintain a safe work environment in compliance with OSHA, MSHA, DOT, and other applicable local, state, and federal regulatory standards, and administer safety standards, policies, and procedures.
• Conduct quarterly safety meetings with all service centre field service technicians.
• Maintain basic knowledge of federal, state, and local regulations affecting the workplace.

Requirements

• Minimum two to four years of direct supervisory experience.
• Strong verbal and written communication skills.
• Experience reviewing and interpreting contractual information.
• Project management experience.
• Previous experience in weights and measures would be highly preferred.
• Previous experience in sales, especially of industrial process products, is helpful.
• Previous negotiation experience is a plus.
• Demonstrating skills in interviewing and selection, counselling and appraising performance, developing staff through informal and formal learning activities, and directing work activities.