Head of Client Support Services

Service Manager
We are seeking a hands-on, customer-focused Service Manager to lead our field service operations and ensure exceptional customer experience. This role is responsible for overseeing service activities from installation and maintenance to troubleshooting and technical support, while also managing and mentoring the service team. The ideal candidate will have a strong technical background, proven leadership experience, and the ability to effectively plan, coordinate, and execute service schedules and travel. This position requires excellent problem-solving skills, clear communication with customers and cross-functional teams, and a commitment to delivering quality results under pressure. If you thrive in a dynamic environment, excel at building long-term customer relationships, and enjoy leading a team toward continuous improvement, we invite you to apply.
Full-time position

• Medical, dental, vision, and life insurance on the 31st day of employment
• Pay is bi-weekly
• Generous PTO policy

Job Responsibilities - Service Manager
Provide exceptional service and customer support during field visits by addressing technical issues, ensuring proper equipment function, and delivering a positive customer experience
Plan, coordinate, and organize all field service travel for yourself and the service team, including scheduling, logistics, and resource allocation to optimize efficiency
Install new products and systems, conduct testing, and perform quality checks to confirm that equipment is functioning correctly and meets customer expectations
Train and educate customers on proper use, care, and maintenance of equipment, ensuring they feel confident operating and troubleshooting basic issues independently
Clearly explain technical issues, equipment malfunctions, and required repairs to customers in an approachable and professional manner, setting accurate expectations for resolution
Coordinate and align service workflow with established schedules and deadlines, adapting to changing priorities to meet customer needs
Oversee and manage all on-site repairs and preventive maintenance activities, ensuring tasks are completed efficiently and to the highest quality standards
Diagnose errors, malfunctions, or system failures, analyze root causes, and determine appropriate corrective actions to restore equipment functionality
Assess customer requirements and provide tailored recommendations for solutions, upgrades, or services that enhance equipment performance and customer satisfaction
Generate accurate, timely, and detailed service reports that document work performed, issues identified, and recommendations for future maintenance
Collaborate with cross-functional teamsincluding sales, engineering, logistics, and operationsto ensure seamless communication and alignment on customer needs
Build and maintain strong, long-term relationships with customers, serving as a trusted advisor and point of contact for technical and service-related concerns
Assist in upholding the highest standards of product quality at WEISS NA by providing feedback on recurring issues and recommending process improvements
Supervise, mentor, and support the Service team, assigning tasks, monitoring performance, and fostering a culture of accountability and continuous improvement
Desired Skills & Experience - Service Manager
~ Associate degree in Mechanical Engineering, Electrical Engineering, Mechatronics, Industrial Technology, or a related technical field or equivalent hands-on experience in field service/technical support

Minimum 3+ years in service technician or similar role
Prior experience in leadership, management, or mentorship role within a service or manufacturing environment
Ability to manage multiple priorities and tasks with a sense of urgency
Have the ability to multi-task and produce quality results under pressure
Proficient in Microsoft Suite (Word, Excel, PowerPoint, Outlook, etc.)
Must be self-started and able to work independently with little supervision
Software and electrical experiences a plus, but not required
Knowledge of Microsoft Dynamics NAV ERP is a plus, but not required
Travel up 25% - 50% depending on customer needs
WEISS is a high-quality manufacturer of cam, servo, and linear motor driven automation components. We supply the world with rotary index tables, palletized conveyors, linear motor driven pick and place units, cam and servo driven assembly chassis, ring index tables, and machine bases and tool plates. WEISS was founded over 55 years ago and is now the world leader in rotary indexing tables for assembly, welding, packaging, medical devices, and many other industries. We specialize in the highest quality craftsmanship and offer an industry leading four-year warranty.