Service Team Manager

Summary

Concept Systems is forming a Service Team and seeks a Service Team Manager. The Manager will lead the team, report to the Project Execution Director, and serve as the primary customer contact for service work. Key responsibilities include qualifying service opportunities, developing quotes, ensuring effective delivery, maintaining customer satisfaction, enforcing financial stability, and occasionally performing hands‑on service. The role will evolve from hands‑on engagement to focused leadership as the team expands, and will contribute to broader business service strategy and pricing through operational insight.

• Build the service function from the ground up.
• Personally handle service calls and service engineering work in the early stages.
• Serve as the primary point of contact for service customers and escalations.
• Support quoting for service work, contracts, and small projects.
• Track and report service performance, including revenue, utilization, and margin trends.

• Define and document how service work is requested, scheduled, delivered, and closed.
• Establish service metrics and provide visibility into performance.
• Hire, onboard, and develop service technicians and engineers.
• Transition from hands‑on team member to team leader as the team grows.
• Coordinate closely with Engineering, Sales, and Project Management.
• Ensure service work is performed safely and professionally.
• Identify improvement opportunities and influence service offerings and pricing through operational insight.
• Establish and enforce standard service workflows and documentation.

Directly supervises Service Department employees and carries out supervisory responsibilities in accordance with organizational policies and applicable laws. Responsibilities include interviewing, hiring, and training staff; planning, assigning, and directing work; evaluating performance; administering rewards and discipline; addressing employee concerns; and resolving issues.

• Proven field service experience with hands‑on electro‑mechanical work.
• Familiarity with multiple PLC platforms, including A‑B, Siemens, Mitsubishi, GE, Omron, and others.
• Ability to troubleshoot, repair, and service equipment with various control platforms.
• Ability to troubleshoot motor control systems, including VFD controllers.
• Ability to work with multiple robotic platforms to perform preventative maintenance activities.
• Ability to read and understand electrical schematics in various formats.
• Ability to manage multiple tasks and prioritize appropriately.

• Associate's of Science or Applied Science or a technical degree in electronics or mechatronics.
• Additional technical certifications preferred but not mandatory.
• Over 5 years of field service experience required.

Ability to perform the essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of the employee or others. Reasonable accommodation may be made to enable individuals with disabilities to perform this job successfully.

• Understand and adhere to safety requirements.
• Carry and maintain required personal protective equipment.
• Participate in safety training and champion safety best practices.
• Knowledge of machine safety best practices.
• Knowledge of and adherence to OSHA requirements.

• Valid Driver’s License.
• Valid Passport (preferred).

The employee must occasionally lift and/or move up to 50 pounds, frequently lift and/or move up to 25 pounds, and perform duties that require standing, walking, reaching, stooping, kneeling, crouching, or crawling. Project work in the shop and customer start‑ups may require moderate physical demands.

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