Head of Client Support Services

Epiroc is a global productivity partner for mining & construction customers and accelerates the transformation toward a sustainable society. With ground-breaking technology, we develop and provide innovative and safe equipment, such as drill rigs, rock excavation and construction equipment and tools for surface and underground applications. We also offer world-class service and other aftermarket support as well as solutions for automation, digitalization and electrification. Our global headquarters is based in Stockholm, Sweden and we have around 18,000 passionate employees supporting and collaborating with customers in over 150 countries around the world. With collaboration and mutual confidence, teams and individuals trust and support each other's abilities to offer solutions. Epiroc offers rewarding experiences and professional growth opportunities. Health care eligibility - including medical, dental, vision, prescription and telemedicine

Short and long-term disability insurance

Life and AD&D insurance

Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)

Employee Assistance Program

Direct deposit

Tuition reimbursement program

Join Our Team as a Service Manager at Epiroc!

At Epiroc USA LLC, our Parts and Service (PSD) Division provides a broad range of services with the aim of maximizing customers' productivity. We focus on spare parts supply, professional service, support solutions and training.

The Service Manager is a critical leadership role that is responsible for all service activities including Work in Progress, Recruiting, Financials, and provides solutions for customer issues occurring on any piece of Epiroc equipment in the assigned territory. This role also requires partnering in the development of our company's service structure and providing excellent communication, technical support and service presence to customers.

The work environment includes being regularly exposed to work near moving mechanical parts, fumes or airborne particles and outdoor weather conditions. Service Managers are occasionally exposed to high, precarious places, toxic or caustic chemicals and the risk of electrical shock. Develop and promote service business to generate profitable revenue, maintain customer satisfaction, and expand service offerings including component rebuilds, welding, service contracts, and rental machine maintenance.

Lead and manage competency center employees, including hiring, training, coaching, and evaluating performance, while ensuring alignment with company policies, culture and management philosophy.

Implement and organize service procedures to ensure structured, efficient service activities, including warranty handling, failure analysis, and safety compliance.

Supervise and support technicians both in the field and at the service center, ensuring high performance and understanding of expectations.

Provide leadership and coordination for all aftermarket employees, directing and evaluating their activities to achieve service center goals and objectives.

Ensure competency development for technicians and subcontractors in product, technical, and administrative areas, while maintaining a proactive, resourceful organization.

Manage and maintain service resources and facilities following company policies, Regional 5S guidelines, and safety and environmental standards, while fostering professional communication with customers and internal staff.

Bachelor of Science degree in a related discipline is preferred, and/or a minimum of 5 years of practical related experience in the mining or construction equipment field.

Effective communication skills, including presenting information and responding to questions from groups of managers, clients, customers, and the general public.

Strong mechanical/technical background is required for issue resolution & reasoning/discussing "root cause analysis" back to customers.

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, blueprints, hydraulic schematics, electrical and circuit drawings and diagrams, and governmental regulations.

Advanced training in computer aided maintenance systems, reporting, databases, and spreadsheets are preferred qualifications.

Maintain current US Department of Labor, Mine Safety & Health Administration required training certificates, and keep up to date with all customer specific site safety requirements.

Compliant with Department of Transportation policies regarding service vehicles and trailers.

Uphold a courteous and professional demeanor in all communications with customers and internal staff.

Travel is required in this position.

Any background check conducted will be evaluated through an individualized assessment, taking into account the job's specific requirements and the candidate's circumstances.

No supervisor, manager or executive of the company, other than the General Manager in a signed writing, has any authority to alter the foregoing. Signature of this document serves as acknowledgment of receipt and does not create a contract of employment.

All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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