Proactive Service Manager

The Proactive Service Manager owns Stiles’ national proactive service strategy and day‑to‑day execution, with direct leadership of the Proactive Service Team - a specialized team of highly skilled Field Service personnel focused on Preventive Maintenance (PMs), modernization installations, on‑site training, and advanced troubleshooting. This role is accountable for capacity planning, territory deployment, scheduling efficiency, standardized procedures, performance management, and cross‑functional alignment across LCS Advisors, Regional Service Managers (RSMs), Technical Support, Product/Engineering, and factory partners.

• Lead, coach, and develop Proactive Service Team Leads and Service Reps; set expectations for scope, quality, safety, and customer engagement.
• Build a robust talent pipeline (selection, onboarding, mentorship, certification paths) in partnership with Technical Support, Stiles University, and HR.
• Conduct performance reviews, ride-alongs, quality checks, and continuous feedback; recognize excellence and address gaps promptly.

• Translate company objectives into a proactive services roadmap covering PM programs, modernization bundles, on‑site training offerings, and Proactive Service Team deployment plans.
• Use machine‑population heat maps, install base intel, and demand signals to prioritize territories and annual capacity targets.
• Design tiered proactive care programs (e.g., subscription PMs, upgrade packages) that scale nationally and align with LCS pricing and margin goals.

• Own proactive services P&L inputs at the manager level: labor utilization, travel efficiency, attach/cross‑sell rates, and job margins (in coordination with Finance and LCS).
• Establish KPI dashboards and operating cadences; report weekly/monthly performance, risks, and improvement actions.
• Optimize scheduling, routing, and parts readiness to reduce lead time and drive predictable throughput.

• Standardize PMI procedures, checklists, documentation, and modernization install playbooks; ensure consistent quality nationally.
• Partner with Scheduling to maintain a forward‑loaded calendar and rapid response windows for high‑value customers.
• Ensure field readiness (tools, parts kits, firmware/software, documentation) and close‑loop reporting after every visit.
• Help define the Proactive Service Team mission, scope of services, and customer engagement standards; set deployment and backfill policies.
• Select high‑impact opportunities (multimachine PM waves, upgrade campaigns, training intensives, tough troubleshooting) and lead field execution.
• Leverage Proactive Service Team engagements to mentor local Service Reps, spread best practices, and accelerate organizational skill development.

• Partner with Project, Product, Sales, and Service leadership to ensure alignment with company direction.
• Maintain proactive communication with leadership regarding team performance, customer feedback, and strategic initiatives.

• 7–10+ years in Field Service, Technical Operations, or Maintenance Management with progressive leadership responsibility.
• Demonstrated success leading field teams, running multi‑site programs, and delivering on KPI‑driven operational goals.
• Strong grasp of PM principles, reliability/condition‑based maintenance, and upgrade/modernization practices.
• Operational acumen across scheduling, routing, utilization, and cost control; comfortable with dashboards and basic P&L entry.
• Excellent communication and customer‑facing presence; skilled at cross‑functional alignment and change leadership.
• Valid driver’s license; ability and willingness to travel 40–50%.

• Strategic planning translated into executable operating plans.
• Coaching, performance management, and succession development.
• Data‑driven decision making; KPI dashboards (Excel/BI), route and load optimization.
• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint); familiarity with CRM/ERP tools
• Advanced problem solving; calm under pressure; continuous improvement mindset.
• Strong written/verbal communication for internal/external stakeholders.

Office / Customer Site / Field / Warehouse environments as assignments require.

Equal Opportunity Employer
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