Butler Automatic - Service Manager – Job Opportunity
Reports to: Director of Operations/VP of Sales/ CFO
Job Summary
The Service Manager is responsible for leading and growing the service department, ensuring high levels of customer satisfaction, operational efficiency, and profitability. This role oversees field service technicians, service coordinators and related resources while driving continuous improvement in service delivery, response times, and revenue generation.
Key Responsibilities
Leadership and Team Management
-Lead, coach and develop service personnel, including technicians
-Strong technical background and the ability to learn new systems under competency
-Set clear performance expectations and conduct regular performance reviews
-Manage staffing levels, scheduling, training, and certificate requirements
-Foster a culture of safety, accountability and customer focus
Service Operations
-Oversee daily service operations including dispatching, scheduling and field execution.
-Ensure service jobs are completed on time, within scope, and to quality standards.
-Implement and improve standard operating procedures (SOPs)
-Monitor KPIs such as response time, first-time fix rate, utilization, and backlog
Customer Experience
-Act as escalation point for the customer issues and service-related concerns.
-Build strong relationships with key customers and internal stakeholders
-Ensure consistent, professional communication before, during, and after service calls
Financial & Commercial Responsibility
-Manage service department budget, labor efficiency, and expenses
-Drive service revenue growth through maintenance agreements, upgrades and repairs
-Review and approve service quotes, contracts and invoices
-Analyze profitability by customer contract, and service type
-Process Improvement & Strategy
-Identify opportunities to improve service efficiency and scalability
-Create a comprehensive training program for all service technicians
-Collaborate with sales, engineering and operations to support installed base growth
-Support development of service offerings such as preventative maintenance and service agreements
-Leverage data and reporting to guide decisions and improvements
Safety & Compliance
-Ensure compliance with safety policies, regulation and customer site requirements
-Promote and enforce safe work practices at all times
Qualifications
Required
-5+ years of experience in service operations, field service or technical support
-2+ years of people management or supervisory experience
-Strong organizational, leadership, and communication skills
-Ability to analyze operational and financial data
-Customer-focused mindset with strong problem-solving skills
Preferred
-Experience in manufacturing, industrial equipment, or capital machinery environments
-Technical background or hands-on service experience
-Experience with service management software /ERP/CRM systems
-Bachelor’s degree in business, engineering or related field (or equivalent experience)
Key Competencies
-Leadership and team development
-Operational excellence
-Customer relationship management
-Financial acumen
-Continuous improvement mindset
-Strong communication and decision-making skills
Physical & Travel Requirements
-Ability to travel to customer sites as needed
-Ability to work in industrial or field environments
-Responsibility for the after-hours service line
Compensation and Benefits
-Base salary of $90,000-$115,000 with performance-based incentives based upon experience
-Benefits package including health, dental, 401k, and paid time off
