About SeproSepro America is part of Sepro Group, providing robotic automation for the plastics industry. Our service team helps customers install, operate, and maintain their equipment, with support ranging from startup and training to troubleshooting and ongoing maintenance.
The opportunityWe are looking for a Service Manager to lead service operations across the United States, Canada, and Mexico. Reporting to the Managing Director, you will manage two experienced technical supervisors and the staff responsible for service scheduling, administration, and customer training.
The supervisors provide technical leadership within their territories. Your focus will be leading the team, organizing resources, resolving customer issues, and making sure commitments are met. You will have direct access to leadership and room to improve how the service organization works.
What you will do- Lead and coach the technical supervisors and service support staff. Set clear expectations, review performance, and follow through on development needs and performance concerns.
- Oversee scheduling, dispatch, and technician coverage for installations, repairs, preventive maintenance, technical support, and customer training.
- Balance workloads across territories and coordinate with local service teams to meet customer commitments.
- Take ownership of customer escalations. Bring the right people together, communicate the plan, and follow the issue through resolution.
- Work with Parts, Sales, Engineering, and Sepro technical teams to resolve service issues and address recurring problems.
- Monitor response times, open service issues, technician utilization, repeat visits, service costs, and customer feedback. Turn findings into practical improvements.
- Keep service documentation, time reporting, expenses, and information needed for billing accurate and timely. Maintain expectations for safe work.
- Support hiring, onboarding, and training. Recommend staffing and resource needs to the Managing Director and coordinate after-hours support coverage through the team.
What you bring- At least five years of experience in field service, technical support, or service operations involving industrial automation, robotics, or related equipment.
- At least two years leading technical employees or teams, with demonstrated ability to coach experienced staff and hold people accountable.
- Experience managing customer escalations, coordinating service schedules, and balancing competing priorities.
- Working knowledge of mechanical and electrical systems, industrial controls, and equipment installation sufficient to understand service needs and coordinate technical specialists.
- Clear communication, sound judgment, and the ability to work effectively with employees and customers across locations.
- Comfort using service management or ERP systems and operating data to organize work and track results.
- A technical degree or equivalent practical experience. Experience with plastics processing equipment or Sepro products is a plus.
- Ability to work on-site in Warrendale and travel to Mexico approximately once per quarter.
What we offer- Annual base salary of $130,000 to $150,000, based on relevant experience.
- Medical, dental, and vision coverage.
- Paid vacation and holidays.
- 401(k) retirement plan with company match.
- Short-term and long-term disability coverage and life insurance.
- Flexible spending account options.
- An established technical team, direct partnership with the Managing Director, and the opportunity to improve service operations across North America.
Work location and availabilityThis position is based in our Warrendale office. Most team coordination and customer communication will be handled from that location, with approximately quarterly visits to our Mexico office. Availability is needed to coordinate urgent customer escalations outside normal business hours. Visits to industrial facilities require compliance with site safety requirements.
Interested in joining usApply through this posting with your resume. We would like to hear about your experience leading service teams, resolving customer issues, and improving service delivery.
Equal opportunity employmentSepro America LLC is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, national origin, sex, age, disability, genetic information, veteran status, or any other status protected by applicable law.
Compensation details: 00 Yearly Salary
PI62e4d5e7d192-2
