Service Manager

The Service Manager will oversee all aspects of field service operations, including technician management, customer support, installation, maintenance, and troubleshooting of die casting machines.

Responsibilities

• Manage daily service activities including installation, commissioning, maintenance, and emergency repairs.
• Develop and optimize service processes to improve efficiency, response time, and customer satisfaction.
• Ensure adherence to safety standards and regulatory requirements.

• Work closely with engineering, technical support, and product teams at our parent company in Italy to resolve complex technical issues.

• Lead, train, and develop a team of field service technicians and support staff.
• Coordinate technician schedules, assignments, travel logistics, and on-call rotations.
• Ensure appropriate staffing and readiness for after-hours, weekend, and emergency service coverage.
• Conduct performance reviews, coaching, and skill development planning.

• Serve as the primary escalation point for complex service issues.
• Maintain strong relationships with customers and ensure timely issue resolution.
• Ensure high-quality support during both standard business hours and after-hours service calls.
• Support customers with technical guidance, preventive maintenance strategies, and upgrades.

• Provide expertise in die casting equipment including hydraulic systems, PLC controls, robotics, and automation.
• Assist with diagnostics and advanced troubleshooting when needed, including remote coordination with global engineering teams.

• Manage service budgets, cost control, and revenue opportunities (spare parts, service contracts).
• Prepare service reports, KPIs, and performance metrics.
• Support sales team with service-related proposals and aftermarket offerings.

Qualifications

• Bachelor’s degree in mechanical engineering, Electrical Engineering, or related field (or at least 5 years equivalent experience).
• 5+ years of experience in industrial equipment service, preferably in die casting or metal forming.
• 2+ years in a supervisory or management role.
• Strong familiarization of hydraulics, electrical systems, PLCs, and automation.
• Experience working with global teams or international technical support.
• Willingness to travel (20–40%) and be available for occasional after-hours support as needed.