Job: Service Manager

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Job Number


Company Type



Bohemia, NY

Job Description

Manage day to day real time operation of a worldwide Service operation to include
scheduling and oversight of system installations, repairs, preventative
maintenance and remote support of a 24/7/365 global service organization.
Job Description:
• Primary point of contact for customer and fully responsible for the management of
customer expectations, communication and satisfaction for all preventative
maintenance, service, spare part and system installation related activities,
• Coordinate effort of Field Engineers and other Technical Specialists responsible for
the installation/commissioning, maintenance, testing, troubleshooting, and
repairing of industrial x-ray inspection systems, components, and other related
• Schedule installations, repairs and maintenance services by prioritizing numerous
issues of varying severity.
• Manage all customer support calls and requests for service starting with provision
of first level of technical support and following through until request is satisfied.
• Responsible for the sale of preventative maintenance and service contracts, spare
parts and system and software upgrades to new and existing customers
• Thoroughly review all customer commercial terms and conditions against
Company norms and mange deviations to ensure all terms are acceptable to both
parties and ultimately satisfied.
• Ensures all service orders, repairs, and preventive maintenance visits are
completed on time and within budget.
• Manage all project subcontractors and vendors hired on to assist with system
installations. Ensure adherence to project SOW, schedules, budgets, customer
requirements, VJT standard operating guidelines and requirements of all
applicable local, state and Federal regulatory authorities.
• Effectively and efficiently handle problems, conflicts, delays or other issues that
may potentially affect customer satisfaction.
• Travel to customer sites worldwide to participate in technical sales discussions,
oversee installations, or manage customer relationships and expectations. Global
travel up to 30% of the time
• Analyze call trends and provide recommendations, documentation and quick fixes
to most commonly reported problems.
• Provide innovative process improvement recommendations to reduce costs,
complexity, and/or improve customer satisfaction.
• Continuously improve all customer service-related processes, including help desk,
RMA, and personnel dispatching and scheduling.
• Ensure quality and safety are of the highest priority in day to day operations
Industrial Systems Service Manager
Essential Skills:
• Degree in Mechanical or Electrical Engineering or other STEM discipline
• Minimum five (5) years of directly related service support experience with at least
two (2) years in a management role.
• Experience working with an ERP or MRP system
• Proficiency in establishing, negotiating and monitoring commercial terms and
• Must be able to thrive in a fast paced, demanding environment and able to quickly
assess customer needs and take appropriate action to provide exemplary
customer service and support while properly managing customer expectations,
schedules, and costs.
• Capable of effectively communicating both internally and externally using all
available methods of communication.
• Strong mechanical and electrical aptitude and problem-solving abilities
• Skilled in the use of MS Office Suite and CRM platforms (or equivalent)
• Well defined organizational, leadership and time management skills coupled with
the ability to operate independently in a self-directed highly dynamic and
demanding environment
• Prior experience in a QA controlled design environment. (ISO 9000, NQA-1, or
Non-Essential Skills:
• MBA, or equivalent advanced Degree
• Familiarity with MS AX ERP systems
• Experience with Solidworks
• Understanding or prior experience working in the x-ray or non-destructive testing
(NDT) market
• Fluency in multiple languages
Physical & Mental Demands:
• Regularly required to sit, walk, bend and stand in an industrial environment
• Expected to effectively communicate in person, on phone, and via email and other
electronic devices on a continual and repetitive basis.
• Will need to repeatedly use hands to finger, handle, feel and operate standard office
• Day to day responsibilities may require lifting, moving, carrying and maneuvering
materials up to 25 pounds alone; heavier with assistance.
• Specific vision abilities required include close vision, distance vision and the ability
to adjust focus.
• Must be able to fulfill essential job function in a consistent state of alertness and
safe manner

  • Contract Specialties Group is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information,  or membership in any other group protected by federal, state or local law.

Job ID: 17932


Manager, Northeast