Service Manager

We're working with a specialist machinery business - the US arm of a well-established European manufacturer of conveyor systems, pile turners and aerators serving the folding carton and printing industry across North America. They're growing, and they need a Service Manager to lead their field service operation. The role This isn't a desk job. You'll be the technical backbone of the US service business - scheduling and leading a team of field service engineers, owning customer relationships, running the 24/7 support hotline, and travelling to customer sites to commission equipment and troubleshoot when it matters most. You'll work closely with the engineering and service teams at the European headquarters, acting as the bridge between North American customers and the factory. When something goes wrong, you're the person people call. Current team of 3 direct reports, growing to 6 by 2028. Responsibilities Coordinating and leading field service activities, ensuring timely commissioning, maintenance and issue resolution. Manage customer relationships and act as the primary point of contact for service-related needs. Own and operate the 24/7 support hotline and coordinate escalation as required. Travel to customer sites to install, commission and troubleshoot equipment as needed, with up to 25% travel domestically and some international travel. Collaborate with European HQ teams to align service delivery and relay field feedback to product improvement efforts. Qualifications Strong mechanical and electrical background — hands-on, not just theoretical Experience managing or coordinating field service teams in an industrial machinery environment Comfortable owning multiple open service calls simultaneously and driving them to closure Strong communicator — customer-facing daily via phone, email and on site ERP and MS Office proficiency Up to 25% travel domestically, with some international Benefits Holiday and vacation programmes Flexible working arrangements Professional development and training Real autonomy in a small, specialist team with direct line to senior leadership If you've been a senior FSE for a few years and you're ready to take the next step - or you're already in a service management role and want to own something more meaningful, please apply here or email View email address on click.appcast.io #J-18808-Ljbffr Hyrra