Senior Service Manager

Why Sentry?
At Sentry Equipment, you are more than an employee. You are an

employee-owner

whose work directly contributes to our customers' success and our company's future.

You will join a collaborative team that values reliable service, technical expertise, personal accountability, and continuous improvement. If you enjoy solving problems, working with your hands, and delivering a great customer experience, we would like to hear from you.

Sentry Equipment is an Equal Opportunity Employer

FUNCTION: Responsible for driving service business development, revenue growth, customer retention, and service execution within assigned area of responsibility. Lead the identification, pursuit, proposal development, and capture of service opportunities, maintenance agreements, upgrades, repairs, preventive maintenance, startup, installation and training. Manage a team of service personnel, support strategic growth segments, strengthen customer relationships, and foster knowledge sharing through internal and external channels.

ESSENTIAL RESPONSIBILITIES:

Lead business development activities for assigned business unit.

Build and maintain strong corporate, regional, and plant-level customer relationships to improve account penetration.

Develop and execute strategic and tactical service growth plans, including account planning, target customer prioritization, revenue goals, margin expectations, and actions required to expand service offerings within assigned markets.

Perform customer site walkdowns to assess installed equipment, identify service, repair, retrofit, training, and lifecycle support opportunities, and provide recommendations based on industry and product expertise.

Provide general supervision of assigned Service Managers and Technicians.

Simultaneously manage multiple service projects and contracts.

Assure safety standards are being met to deliver a safe work environment for both employees and customers. Manage compliance requirements.

Review customer operation procedures to confirm that proper design parameters are being observed.

Track key performance indicators for service growth, proposal activity, win rate, backlog, revenue, margin, customer satisfaction, and execution performance. Use company CRM and service reporting tools to document customer interactions, opportunities, quotes, activities, and completed work within expected timeframes.

Manage internal and external resources to ensure correct and complete customer projects in accordance with customer requirements.

Develop policies and procedures for the service team.

Manage P&L within assigned area of the business, with accountability for revenue growth, margin performance, cost control, forecasting accuracy, and achievement of annual service business objectives.

Prepare training materials and give formal instruction to customers and employees.

Identify customer needs, competitive gaps, and field challenges that may lead to new service offerings, product improvements, market opportunities, or recurring revenue programs, and present recommendations to management for consideration.

Identify and implement new technologies that can be used to improve delivery of service.

Coordinate with customers and other Sentry Employees to complete product support activities and resolve challenges in the field.

Estimate, compose, present, and follow up on project proposals utilizing the Sentry quoting tool, ensuring proposals clearly communicate customer value, scope, pricing, schedule, and commercial terms.

Other duties, as assigned by supervisor.

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