National Service Manager - EDAX Products

United StatesRemoteFull-timemid

Other

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Quick Summary

Requirements Summary

Ensure accurate and timely service documentation, expense reporting, and CRM data management. Process Improvement: Collaborate with administrative teams to improve service administration, reporting,

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The National Service Manager will lead and develop a nationwide field service organization, ensuring exceptional customer support, operational excellence, and sustainable business growth. This role combines strategic direction with hands-on operational leadership, overseeing service delivery, financial performance, and resource planning. You will serve as the primary escalation point for complex customer and distributor concerns while strengthening service processes and customer relationships. The position also involves coaching and developing technical professionals, improving operational workflows, and ensuring effective warranty, repair, and inventory management. Working across customer-facing, administrative, and leadership teams, you will help build a high-performing service organization in a dynamic, technology-driven environment. This is a full-time, remote opportunity within the United States.

Service Operations Leadership: Lead and coordinate nationwide field service activities to deliver high customer satisfaction, operational efficiency, and service profitability.
Resource Planning and Allocation: Direct field service resources, manage scheduling and coverage, and prioritize assignments to optimize response times and utilization while adapting to changing business needs.
Customer and Distributor Support: Act as the primary escalation contact for critical service matters, providing guidance and resolution for complex technical situations and customer concerns.
Performance and Financial Management: Own service performance metrics, including budgets, financial results, cost management, operational targets, and overall service effectiveness.
Service Quality and Risk Management: Identify, assess, document, and escalate potential business, product quality, and customer risks in a timely manner.
Warranty and Repair Management: Oversee warranty and repair activities, focusing on shorter turnaround times, efficient processes, and an improved customer experience.
Inventory and Spare Parts Management: Manage service inventory and spare parts availability while balancing customer requirements, stock optimization, and cost control.
Documentation and Reporting: Ensure accurate and timely service documentation, expense reporting, and CRM data management.
Process Improvement: Collaborate with administrative teams to improve service administration, reporting, CRM utilization, and operational workflows.
Team Leadership and Development: Lead, coach, and mentor field service engineers, fostering accountability, collaboration, customer focus, and continuous improvement.
Training and Career Development: Establish individual and team development plans and oversee technical and professional training, including cross-training and factory-based programs.
Workforce Planning: Support recruitment, interviewing, onboarding, succession planning, and resource development to meet organizational needs.
Performance Management: Monitor individual and team performance, provide constructive feedback, and encourage informed decision-making and ownership.
Change Management: Support organizational transformation initiatives, lead change activities, and promote adaptability in a fast-paced environment.
Stakeholder Communication: Maintain effective communication with customers, distributors, technical teams, administrative functions, and senior leadership.
Safety and Professional Standards: Promote a culture of safety and demonstrate strong leadership, flexibility, and commitment to operational excellence.

Requirements

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Education: Bachelor's degree in Engineering, Physics, Business Administration, or a related technical discipline is preferred.
Leadership Experience: At least 5 years of leadership experience within field service, technical support, engineering, or customer service organizations.
Service Management: Demonstrated success managing technical service operations and multidisciplinary teams.
Team Leadership: Experience leading skilled technical professionals and administrative teams, including coaching, performance management, and professional development.
Financial and Operational Management: Proven ability to manage budgets, financial performance, service metrics, and operational objectives.
Technical Industry Experience: Experience supporting scientific instrumentation, analytical equipment, or other high-technology products is highly desirable.
Change and Process Improvement: Strong understanding of change management, organizational development, and continuous improvement methodologies.
Communication Skills: Excellent verbal and written communication and interpersonal skills, with the ability to engage effectively with stakeholders at all organizational levels.
Analytical Capabilities: Strong problem-solving, analytical, and decision-making skills, particularly when addressing complex service challenges.
Technical and Digital Proficiency: Proficiency with CRM systems, Microsoft Office applications, and the preparation and delivery of executive-level presentations.
Adaptability: Ability to operate effectively in a dynamic, fast-paced environment while balancing competing priorities and maintaining a customer-focused approach.
Collaboration: Ability to build productive relationships across customers, distributors, field service teams, administrative departments, and senior leadership.