Customer Service Manager

Job Description

Job Description

About MineARC Systems

MineARC Systems is a global leader in controlled environments for the mining, tunneling, chemical processing, disaster relief, and biotechnology industries. We manufacture emergency refuge chambers, safe havens, disaster shelters, and grow chambers, supported by remote monitoring, tracking, and communications technologies.

The Opportunity

We are seeking an experienced Service Manager to lead our Dallas-based Service Department and coordinate Service Technicians across the United States and Canada. The role is responsible for team performance, customer support, repairs, reporting, and after-market sales growth. Success requires strong technical judgment, close coordination with Operations, excellent customer service, and prompt attention to detail. MineARC offers a challenging and rewarding environment that recognizes strong performance and continual improvement.

Key Responsibilities:

Commercial Performance

• Plan, track, and achieve after-market sales and budget targets while protecting margins.

• Grow existing accounts through service, upgrades, spare parts, and ancillary products, while identifying new opportunities at MineARC and competitor sites.

• Maintain strong customer relationships, monitor competitor activity, and ensure customer debriefs and market feedback are shared with Sales.

• Provide management with regular financial and performance reports covering sales, margins, strategic-plan actions, and new business.

Leadership & Team Management

• Lead the Service Coordinator and Service Technicians across the United States and Canada through clear goals, delegation, coaching, training, and constructive feedback.

• Monitor performance and productivity, recognize development needs, and take appropriate corrective or disciplinary action when required.

• Plan ahead for staffing, tools, parts, training, and travel requirements so the team is equipped to deliver.

• Lead by example and maintain a practical understanding of the Service Department’s commercial performance.

Technical Service & Customer Support

• Maintain working knowledge of MineARC’s product range across the different industries it serves.

• Provide effective troubleshooting and technical direction, using root cause analysis to resolve issues and prevent repeat failures or costly rework.

• Oversee inspections, commissioning, reports, repairs, and field quality issues, stepping in personally when required.

• Ensure all customers receive professional, consistent service and that concerns, warranty claims, and complaints are resolved promptly.

• Schedule regular technician debriefs, assign follow-up actions, and confirm completion.

Procedures & Training

• Maintain and improve Service Department SOPs, Quality Management System requirements, commissioning documents, service documentation, and the Service School.

• Ensure service calls are logged, managed, and closed within acceptable timeframes.

• Maintain accurate SAP Equipment Cards, product records, and third-party contractor compliance systems.

• Coordinate customer training across the United States and Canada, both remotely and onsite.

Operations & Safety

• Work closely with Operations to support order fulfillment, quality, and on-time shipment.

• Promote and continually improve workplace and customer-site safety standards.

• Travel as required, including on short notice, to support customers and the service team.

Required Experience & Technical Skills

• Five or more years of management experience.

• Experience with an OEM or technical product.

• Confident presentation skills.

• Strong Microsoft Office skills, including Outlook, Word, Excel, and PowerPoint.

• Working knowledge of Quality Management Systems, ISO 9001:2015, and root cause analysis.

• Current driver’s license.

• Ability and willingness to travel throughout the United States and Canada, including at short notice.

Personal Attributes

• Exceptional organizational and scheduling skills.

• Ability to manage competing priorities and turn complex issues into clear, actionable direction.

• Calm and efficient under pressure.

• Strong verbal and written communication skills.

• Excellent problem-solving and decision-making skills.

• Excellent attention to detail.

Advantageous Skills

• Spanish-language skills.

• SAP Business One experience.

• Previous experience in a manufacturing company.

MineARC Systems provides safety solutions to the mining, tunneling, and petrochemical industries. MineARC is the global leader in the manufacture and supply of emergency safe refuge systems for the protection of workers exposed to hazardous industrial environments.

Company Description

MineARC Systems provides safety solutions to the mining, tunneling, and petrochemical industries. MineARC is the global leader in the manufacture and supply of emergency safe refuge systems for the protection of workers exposed to hazardous industrial environments.