Head of Client Support Services

The Service Manager is responsible for leading FIMER's warranty service operations and managing the Company's in-house Field Service Engineer (FSE) team. This role oversees warranty case execution from intake through closure, ensuring timely service delivery, cost control, quality performance, and customer satisfaction.

The Service Manager works closely with Service Coordinators, Technical Support, Operations, Engineering, Supply Chain, and external service providers to ensure warranty activities are executed efficiently and consistently. This position is responsible for assigning Field Service Engineers, managing warranty-related costs and parts, improving service quality metrics, and supporting continuous improvement initiatives across the service organization.

Warranty Operations Management

Own warranty case management from intake through closure within company ERP and service management systems

Ensure timely execution and resolution of warranty service requests while maintaining customer satisfaction

Establish and monitor service-level expectations for warranty response, dispatch, and closure activities

Drive process improvements to increase efficiency, consistency, and quality within warranty operations

Field Service Team Leadership

Lead, coach, develop, and manage the Company's in-house Field Service Engineer team

Assign Field Service Engineers to warranty site visits based on geography, technical expertise, customer priority, and workload capacity

Conduct workforce planning to optimize utilization, productivity, and service coverage

Monitor technician performance, training needs, certifications, and development plans

Support recruitment, onboarding, and retention of Field Service Engineers as business needs evolve

Warranty Cost and Parts Management

Manage warranty service costs, labor expenses, travel expenses, and warranty-related expenditures

Escalate costs exceeding approval thresholds to the Director of Service Operations

Partner with Supply Chain, Logistics, and Service teams to manage warranty parts allocation and utilization

Service Coordination and Resource Planning

Provide direction and support to Service Coordinators regarding scheduling, parts coordination, service documentation and case management activities

Coordinate Field Service Engineer travel arrangements and service scheduling activities

Ensure warranty work orders, service reports, and customer documentation are completed accurately and timely

Collaborate with the Vendor Manager to allocate overflow warranty work when internal resources are at capacity

Quality and Continuous Improvement

Monitor service quality metrics including first-time-fix rate, repeat visits, response time, closure time, and customer satisfaction

Analyze warranty trends, recurring product issues, and service performance data

Partner with Engineering, Quality, Technical Support teams to drive corrective actions and root-cause resolution

Support implementation of best practices and continuous improvement initiatives across service operations

Develop and maintain service performance dashboards, reports, and KPI metrics

Track warranty costs, labor utilization, technician productivity, service throughput, and quality metricsProvide regular operational reporting to leadership

Utilize data and analytics to support resource planning and business decision-making

Work closely with Technical Support, Engineering, Operations, Supply Chain, Logistics, Finance, and Sales teams to support customer service objectives

Support communication and coordination between field service personnel and internal stakeholders

Assist with escalation management for critical customer situations

Partner with global service teams and leadership as required

Administrative and Operational Responsibilities

Ensure compliance with company policies, safety requirements, and service procedures

Maintain service records, warranty documentation, and audit readiness

Support budget planning, forecasting, and expense management activities

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