Service Manager

Description:

At Steven Douglas Corp (SDC), we specialize in designing and building custom automated machines that serve a wide variety of applications and industries. As a family-owned and growing business, we are committed to delivering innovative solutions by blending proven engineering principles with creative approaches to automation.

The Service Manager at SDC will lead SDC’s service department while acting as a working manager that will facilitate and execute warranty and service-related tasks. The working/managerial split will likely be around 50/50. The service manager will be responsible for overseeing field service operations and managing Service Technicians and Service Engineers. The service manager combines strong technical expertise in industrial automation with disciplined operational leadership and a proactive, customer-focused approach to ensure high customer satisfaction. 

Why Join SDC?

• Innovative Concepts: At SDC, your primary focus will be leading field service operations for our innovative automation machines. 
• Collaborative Environment: Work closely with our sales, project management, and engineering teams to ensure seamless service support for our customers.
• Family-Owned Culture: Experience a supportive and agile environment that values technical excellence and personal growth.

What You’ll Do:

Lead the Service Team

• Manage, coach, and develop Service Technicians and Service Engineers.
• Establish clear performance expectations, service standards, and accountability metrics.
• Support hiring, onboarding, and technical development of service personnel.
• Foster a culture of responsiveness, professionalism, and integrity.
• Lead a Sales effort to grow the department by a minimum of 20% each year.

Oversee Service Operations

• Direct scheduling and coordination of field service visits, troubleshooting, installations, and preventative maintenance.
• Work proactively with customers in high-level situations to assist in machine improvements and machine down situations for both SDC and non SDC machines.
• Ensure timely response to customer issues and proper prioritization of service calls while building relationships and with manufacturing partners around the world. 
• Review and approve service reports for technical accuracy and invoicing.
• Track and improve KPIs including response time, utilization, customer satisfaction, and service profitability.
• Standardize documentation, service procedures, and reporting practices.

Provide Technical Leadership

• Serve as escalation point for complex mechanical, electrical, robotics, vision, and controls issues.
• Support troubleshooting of PLC/HMI systems, robotics, motion control, and device-level programming. 
• Collaborate with Engineering and Project Management to resolve systemic issues and improve future machine designs.
• Ensure root cause analysis is performed and documented.

Support Customer Relationships & Revenue Growth

• Act as primary contact for escalated service concerns.
• Develop preventative maintenance programs and service contract offerings.
• Identify opportunities for upgrades, retrofits, spare parts, and future service work.
• Work closely with the SDC sales team to define scope and quote service-related projects and grow the customer base and opportunities. 

Drive Continuous Improvement

• Monitor service margins and recommend operational or pricing improvements.
• Implement systems to track service history, recurring issues, and machine performance trends.
• Establish scalable processes to support department growth.

Requirements:

What We’re Looking For:

• 8+ years of experience in troubleshooting, maintaining, or engineering automated machinery or industrial equipment.
• 3+ years of leadership or supervisory experience in field service, automation, or manufacturing environments.
• Strong technical knowledge of robotics, vision systems, motion control, PLC/HMI systems, and industrial automation hardware.
• Proven ability to manage team schedules, customer expectations, and multiple priorities.
• Strong organizational, communication, and problem-solving skills.
• Willingness to travel up to 20% as needed.
• Valid driver’s license and ability to meet travel requirements.

What We Offer:

• Competitive salary and performance-based incentives.
• 100% employer-covered medical, dental, and vision insurance with supplemental insurance options.
• 3 weeks’ vacation, accrued sick leave, and 10 company-paid holidays.
• 401(k) plan with a 4% employer match per pay period.
• Company-sponsored Health Savings Account (HSA) and Employee Assistance Program (EAP).
• A supportive, family-owned culture focused on integrity, respect, learning, and innovation. 

Steven Douglas Corp is an equal-opportunity employer committed to fostering an inclusive and innovative workplace

Compensation details: 80000-115000 Yearly Salary

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