US National Service Manager - EDAX Products

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Location:

Virtual, US, 99999

Business Unit:
Gatan

Job Description:

The National Service Manager is responsible for leading and developing the EDAX field service organization to deliver exceptional customer support, operational excellence, and profitable growth. This role provides both strategic and operational leadership, driving performance against key business objectives while serving as the primary escalation point for complex customer and distributor issues.

Key Responsibilities

Service Operations

• Lead and coordinate all field service activities to ensure high levels of customer satisfaction, operational efficiency, and service profitability.
• Direct and prioritize field service resources to optimize response times, resource utilization, and support coverage.
• Provide leadership, guidance, and escalation support for complex service situations and customer concerns.
• Foster a culture of accountability and empower team members to make informed decisions within their areas of responsibility.
• Own regional service performance metrics, including financial results, budgeting, cost management, and operational targets.
• Serve as the primary point of contact for customers and distributors regarding critical service-related matters.
• Identify, assess, and evaluate potential business, quality, or customer risks in a timely manner.
• Ensure accurate and timely completion of service documentation, expense reporting, and CRM data management.
• Oversee service scheduling and resource allocation, adapting plans to changing business needs and priorities.
• Manage warranty and repair activities with a focus on reducing turnaround times and enhancing customer experience.
• Drive the identification, documentation, and reporting of product quality issues.
• Oversee service inventory and spare parts management, balancing product availability with inventory optimization and cost control.

Business Operations & Process Improvement

• Collaborate closely with administrative teams to support efficient service operations and customer support processes.
• Act as a key point of contact for service-related CRM processes and system utilization.
• Lead continuous improvement initiatives across service administration, reporting, and operational workflows.

Leadership & Team Development

• Lead, coach, and develop a high-performing team of field service engineers.
• Establish individual and team development plans aligned with business objectives and growth opportunities.
• Oversee technical and professional training programs, including cross-training and factory-based training.
• Monitor performance and provide ongoing coaching, mentoring, and constructive feedback.
• Support workforce planning activities, including recruitment, interviewing, onboarding, and succession planning.
• Foster a culture of safety, collaboration, continuous improvement, and customer focus.

General Responsibilities

• Demonstrate company values, leadership principles, and a commitment to excellence.
• Maintain flexibility and adaptability in a dynamic, fast-paced environment.
• Communicate effectively with customers, distributors, team members, and senior leadership.
• Support organizational transformation initiatives and drive change management activities as required.

Requirements

Education & Experience

• Bachelor's degree in Engineering, Physics, Business Administration, or a related technical discipline preferred.

• Minimum of 5 years of leadership experience within a field service, technical support, engineering, or customer service organization.
• Proven success managing technical service organizations and multidisciplinary teams.
• Experience leading skilled technical professionals and administrative teams.
• Experience managing budgets, financial performance, and operational metrics.
• Experience supporting scientific instrumentation, analytical equipment, or other high-technology products is highly desirable.

Knowledge & Skills

• Strong background in change management, organizational development, and continuous improvement.
• Excellent communication and interpersonal skills, with the ability to engage effectively at all levels of the organization.
• Strong analytical, problem-solving, and decision-making capabilities.
• Proficiency with CRM systems, Microsoft Office applications, and executive-level presentations.

Working Environment

• Operates in a dynamic, fast-paced environment requiring adaptability, collaboration, and effective stakeholder management.
• Works closely with…