Service Program Manager Job Sherwood Oregon USA,Management

Olympus Controls () is a fast-paced Automation Company that has an opportunity for a Service Program Manager to join our growing company. We offer a dynamic environment with competitive salary and health benefits for the right type of highly motivated individuals. Olympus Controls is part of the Automation Group of Applied Industrial Technologies (NYSE: AIT).

Olympus Controls and its sister companies in the Automation Group design, integrate and support advanced automation systems across North America, and we are now establishing a formal service business around that installed base. Today we deliver preventive maintenance and field support on a limited basis. The Service Program Manager will define what our service offering is, how it is priced and sold, how it is delivered, and what systems and people are required to run it - and then stand it up.

The Service Program Manager is a process-oriented leader who serves as the primary link between customers, field technicians and company leadership. The role combines commercial design - building the service offering, pricing model and contract structure - with operational delivery, including resourcing, technical escalation and customer satisfaction. Success requires the ability to manage multiple work streams at once, to influence teams that do not report directly to this role, and to thrive in an environment with quickly changing priorities.

The Service Program Manager will be a champion of Service across the organization.

Duties/Responsibilities:

Define and launch our service offering, including preventive maintenance packages, service levels and standard quote formats
Develop the pricing and margin model for service contracts, and establish the contract structures and terms used across the business
Design and implement the processes and systems needed to run a service operation, including customer call tracking, dispatch, resource allocation and scheduling
Establish service KPIs - including technician utilization, response and completion performance, contract bookings and margin - and report against them to leadership
Build and maintain the installed base register
Supervise, mentor and evaluate field service technicians and engineers, including shared and regionally based resources
Ensure timely completion of maintenance, repair, installation and service calls
Define and coordinate the technical training and certification path for service technicians on priority product lines
Partner with Sales to build the service sales process and supporting collateral, and to enable sales teams to sell service to maintenance and operations buyers
Work with sister companies across the Automation Group to extend the service program nationally, aligning standards, resourcing and commercial rules across regions
Maintain high standards of safety, quality and productivity
Develop and sustain strong customer relationships by working proactively to meet expectations
Ensure compliance with company policies, safety regulations and industry standards
Assist in budgeting, resource planning and continuous process improvement

Collaborate with sales, operations and engineering teams to support customer needs
Additional duties as assigned

Qualifications/

Experience:

High school degree or equivalent required
Associate's or bachelor's degree in engineering, business or a related field preferred
5+ years of field service experience required, in industrial automation, robotics, capital equipment or a comparable technical environment
3+ years of supervisory or management experience required
Direct experience building, launching or substantially scaling a service program or field service business required - candidates should be able to describe a service offering they helped create and take to…