Service Manager

Job Description

Job Description

About Heidelberg USA

Heidelberg USA is a reliable and highly innovative partner to the printing industry. Our brand has been synonymous with quality and future viability for more than 170 years. This means that we are a company with a long tradition, but at the same time we help define the future trends in our industry thanks to state-of-the-art technologies and innovative business ideas. We are dedicated to our equipment, our technology, our associates, and our customers. Come join the team!

Service Manager

Position Overview:

The Service Manager is responsible for leading the service department to deliver exceptional customer experiences, drive revenue growth, and ensure high‑quality project execution. This role oversees customer development, technician performance, service operations, and financial outcomes. The ideal candidate is a strong communicator, an effective leader, and a strategic thinker who can balance customer needs with operational efficiency and business goals.

Customer Service is the cornerstone of our business, and the Service Manager is expected to deliver personalized, consistent, competent, and proactive service support; the Service Manager must always exhibit professionalism.

What You Will Do

Key Responsibilities

Customer Development & Service Delivery

• Build and maintain strong customer relationships to support long‑term business growth.
• Oversee customer service activities to ensure timely, professional, and effective resolution of needs.
• Manage customer service disputes by facilitating fair, prompt, and solutions‑oriented outcomes.
• Ensure service projects are executed accurately, efficiently, and in alignment with customer expectations.

Technician Leadership & Development

• Recruit, train, mentor, and develop service technicians to ensure high performance and continuous improvement.
• Establish and enforce service standards, procedures, and best practices for all technicians.
• Conduct regular performance evaluations and provide coaching to support skill development and accountability.

Service Operations & Revenue Growth

• Generate new service work through proactive customer engagement, service recommendations, and contract opportunities.
• Manage service contracts, including renewals, compliance, and performance tracking.
• Monitor and manage service department financial targets, including revenue, profitability, and cost control.
• Implement operational improvements to enhance efficiency, productivity, and customer satisfaction.

Financial & Administrative Management

• Track and report on key performance indicators (KPIs) related to service delivery, technician performance, and financial outcomes.
• Develop and manage service budgets, forecasts, and resource planning.
• Ensure compliance with company policies, safety standards, and regulatory requirements.

Qualifications

• 3-5 years of job related experience
• Self-starter and able to take on difficult problems and work them through to resolution
• A comfortable and confident speaker able to communicate effectively to a wide audience from all levels within and outside the organization
• Able to manage multiple high-priority action items
• Basic computer skills, Microsoft Office 365
• Proven experience in service management, field service operations, or a related leadership role.
• Strong customer service and conflict resolution skills.
• Demonstrated ability to lead, train, and develop technical teams.
• Solid understanding of service operations, project execution, and contract management.
• Financial acumen with experience meeting revenue and profitability targets.
• Excellent communication, organizational, and problem solving abilities.

Travel:

• 60% travel to meet with Service technicians and customers

Salary: $135,000.00

Location: Atlanta Metro – Marietta office

Benefits:

• Medical, dental, and vision coverage eligibility from day 1
• Short- and long-term disability coverage offered
• 401 (K) plan with employer match
• Life insurance coverage offered
• Vacation, Sick and Personal Time Off offered
• 12 company holidays
• 4 floating holidays

ADA: Heidelberg will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

OSHA: Heidelberg provides a workplace free from serious recognized hazards and complies with standards, rules and regulations issued under the OSH Act. Heidelberg examines workplace conditions to make sure they conform to applicable OSHA standards. Heidelberg ensures employees have and use safe tools and equipment; and properly maintain such equipment.

EEO/AA Statement: Heidelberg is committed to the principle of equal employment opportunity for all employees and applicants for employment, and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Heidelberg are based on business needs, job requirements and individual qualifications, without regard to race, creed, color, religion or belief, national, social or ethnic origin, citizenship status, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, protected veteran, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Heidelberg will not tolerate discrimination or harassment based on any of these characteristics.

Pay Transparency Nondiscrimination Provision: Heidelberg will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.