Service Manager Job Willoughby area,Ohio USA,Language/Bilingual

Service Manager

WEISS North America, Inc – Willoughby, OH (Cleveland, OH)

Salary/Exempt

Job Description

We are seeking a hands-on, customer-focused Service Manager to lead our field service operations and ensure exceptional customer experience. This role is responsible for overseeing service activities from installation and maintenance to troubleshooting and technical support, while also managing and mentoring the service team. The ideal candidate will have a strong technical background, proven leadership experience, and the ability to effectively plan, coordinate, and execute service schedules and travel.

This position requires excellent problem-solving skills, clear communication with customers and cross-functional teams, and a commitment to delivering quality results under pressure. If you thrive in a dynamic environment, excel at building long-term customer relationships, and enjoy leading a team toward continuous improvement, we invite you to apply.

Benefits

Full-time position

Medical, dental, vision, and life insurance on the 31st day of employment

401K eligibility begins after the 60th day of employment

Pay is bi-weekly

Generous PTO policy

Pay Range: $65,000 - $85,0000

Job Responsibilities
- Service Manager

Provide exceptional service and customer support during field visits by addressing technical issues, ensuring proper equipment function, and delivering a positive customer experience

Plan, coordinate, and organize all field service travel for yourself and the service team, including scheduling, logistics, and resource allocation to optimize efficiency

Install new products and systems, conduct testing, and perform quality checks to confirm that equipment is functioning correctly and meets customer expectations

Train and educate customers on proper use, care, and maintenance of equipment, ensuring they feel confident operating and troubleshooting basic issues independently

Clearly explain technical issues, equipment malfunctions, and required repairs to customers in an approachable and professional manner, setting accurate expectations for resolution

Coordinate and align service workflow with established schedules and deadlines, adapting to changing priorities to meet customer needs

Oversee and manage all on-site repairs and preventive maintenance activities, ensuring tasks are completed efficiently and to the highest quality standards

Diagnose errors, malfunctions, or system failures, analyze root causes, and determine appropriate corrective actions to restore equipment functionality

Assess customer requirements and provide tailored recommendations for solutions, upgrades, or services that enhance equipment performance and customer satisfaction

Generate accurate, timely, and detailed service reports that document work performed, issues identified, and recommendations for future maintenance

Collaborate with cross-functional teams—including sales, engineering, logistics, and operations—to ensure seamless communication and alignment on customer needs

Build and maintain strong, long-term relationships with customers, serving as a trusted advisor and point of contact for technical and service-related concerns

Assist in upholding the highest standards of product quality at WEISS NA by providing feedback on recurring issues and recommending process improvements

Supervise, mentor, and support the Service team, assigning tasks, monitoring performance, and fostering a culture of accountability and continuous improvement

Perform other job-related duties and functions as assigned

Desired Skills & Experience
- Service Manager

Associate degree in Mechanical Engineering, Electrical Engineering, Mechatronics, Industrial Technology, or a related technical field or equivalent hands-on experience in field service/technical support

Minimum 3+ years in service technician or similar role
Prior experience in leadership, management, or mentorship role within a service or manufacturing environment
Ability to manage multiple priorities and tasks with a sense of urgency
Well organized with an aptitude for details

Effective verbal and written communication skills

Have the ability to multi-task and produce quality results under pressure

Proficie…