Service Manager – Production Machinery Job Rochester area,City of Rochester New York USA,Management

Location: City of Rochester

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Our client is a leading manufacturer of specialist machinery.

Due to ongoing growth, they are currently seeking an experienced Service Manager responsible for developing and growing the customer service department. The role involves being a key member of the senior management team.

Responsibilities will include:

Taking ownership of the Aftersales/Service department, leading a team of Service Engineers and Spares Team members.

Holding full profit and loss responsibility for the Service department.

Collaborating with the sales team on new orders and installations, providing logistics estimates, and allocating engineering resources.

Occasional visits to customer sites.

Conducting regular service meetings with engineers to monitor current service visits or breakdowns.

Providing over-the-phone technical support and logging all service and breakdown requests received via phone, email, or Whats App.

Preparing and sending quotes for service calls as needed.

Scheduling work for engineers considering job urgency, location, travel time, skills, and parts required.

Contacting engineers daily for updates on ongoing jobs, outstanding works, and completed jobs.

Providing follow-up quotes for additional work after initial service visits.

Processing invoices upon job completion.

Ensuring all records are accurately maintained in the database.

Managing maintenance contract costings, ensuring contracts are up-to-date, sending renewals, and invoicing upon agreement.

The ideal candidate will demonstrate:

Experience in the manufacturing industry with a proven track record of managing budgets within a Service function.
A mechanically biased engineering background with experience in managing, mentoring, supporting, and leading a service and maintenance team.
Good understanding of industrial processes, manufacturing, and automated production within the food industry.
A passion for service and customer care.
A proactive approach and problem-solving skills.
Strong people management skills.

This is a fantastic opportunity with a growing business offering ongoing training and development. The working hours are Monday to Friday, 8 am to 5 pm.

At KHR, we advise candidates to review their CVs for layout, spelling, and grammar, and to ensure they are up-to-date before submitting. If you wish to highlight specific qualifications or experience, please include a cover letter or a preface page. For CVs with heavy graphics, please submit a clean Word version as well.

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We understand the importance of finding the right person for the role, considering team fit, work ethic, and skill set.

Feedback from candidates:

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