About the job:

The U.S. Service Manager is responsible for leading, growing, and profitably managing Becker's U.S. Service business. This role owns the day-to-day leadership of service execution while placing stronger emphasis on service revenue growth, margin performance, customer retention, mobile service expansion, and aftermarket opportunity capture (life-cycle sales). The position is accountable for building a scalable service organization that supports Becker's long-term growth strategy across repair, field service, mobile service, spare parts, service agreements, rentals, refurbishment, and management oversight of west coast repair facility (AVS).

This role is intended to be more than a traditional department manager. The U.S. Service Manager should operate as a business leader with ownership of service performance, service numbers, and the commercial growth of the service organization.

Responsibilities:

Service Growth & Financial Performance

• Own and actively manage the U.S. service revenue plan, including repair labor, mobile service, field service, spare parts, preventative maintenance, service agreements, rentals, refurbishment, and aftermarket offerings.
• Drive year-over-year service revenue growth through disciplined execution, customer follow-up, quote conversion, contract penetration, and proactive identification of new service opportunities.
• Manage service gross margin by improving labor recovery, pricing discipline, parts attachment, department productivity/efficiency, and cost control.
• Establish recurring review cadence for service sales pipeline, open quotes, service backlog, labor utilization, margin trends, and revenue performance versus plan.
• Partner with Sales, Customer Experience, Finance, and Operations to turn service activity into measurable revenue and customer retention.

Customer & Market Development

• Identify and develop service opportunities within the existing installed base, including Becker equipment and competitor pump repair opportunities.
• Support customer retention through proactive service reviews, preventative maintenance proposals, follow-up on completed work, and escalation management.
• Promote service agreements, planned maintenance programs, and lifecycle service offerings that increase recurring revenue and reduce customer downtime.
• Work with sales leadership and account managers to position service as a growth lever and customer-loyalty platform.

Mobile Service Leadership & Expansion

• Lead the performance, utilization, profitability, and growth of Becker’s mobile service program.
• Increase mobile service revenue through better van utilization, improved routing, quote follow-up, PM agreement growth, and stronger field execution.
• Track and manage mobile service KPIs, including revenue per van, revenue per technician, billable utilization, quote conversion, invoice speed, and gross margin.
• Support future mobile service expansion, including new vans, new territories, and eventual hub-and-spoke service development.

Service Execution & Process Discipline

• Lead service execution across repair, field service, mobile service, scheduling, coordination, warranty administration, and service administration.
• Manage the complete service lifecycle from customer request through quotation, order entry, work execution, invoicing, and follow-up.
• Improve response time, turnaround time, first-time fix rate, billing speed, backlog visibility, and customer communication.
• Ensure consistent usage of Business Central, Salesforce, Service Module, Service Cloud, and other service-related tools.

Aftermarket & Lifecycle Service Development

• Drive growth initiatives tied to spare parts, service agreements, preventative maintenance, rentals, refurbishment, and competitor pump repair.
• Collaborate with commercial teams to convert service activity into parts sales, repeat work, equipment replacement opportunities, and long-term customer relationships.
• Build processes that support lifecycle service selling and strengthen Becker’s position as a service-first partner.

Team Leadership & Talent Development

• Lead, coach, develop, and retain a high-performing service team, including technicians, service coordinators, supervisors, and support personnel.
• Create clear expectations tied to accountability, customer responsiveness, productivity, safety, and revenue contribution.
• Partner with HR and leadership on recruiting, onboarding, training, performance reviews, succession planning, and technician career development.
• Build a culture that balances execution discipline with customer focus and growth mindset.

Qualifications:

• Bachelor’s degree in business, operations management, engineering, technical management, or related field preferred; equivalent experience will be considered.
• 5–10+ years of leadership experience in service management, aftermarket services, field service, industrial equipment, manufacturing, or a related environment.
• Demonstrated success growing service revenue, improving gross margin, and leading customer-facing technical teams.
• Strong understanding of service workflows, labor utilization, quoting, scheduling, backlog management, and customer follow-up.
• Financial acumen with ability to manage revenue, margin, expense, and productivity metrics.
• Experience using ERP, CRM, and service management systems; Business Central and Salesforce experience preferred.
• Experience with mobile service, field service, service contracts, or lifecycle service offerings strongly preferred.

Required Skills:

• Growth-oriented service leadership
• Strong financial and commercial mindset
• Accountability and execution discipline
• Customer-first decision making
• Process improvement and scalable systems thinking
• Ability to lead technicians and customer-facing teams
• Strong communication, coaching, and cross-functional influence
• Comfort managing both daily execution and forward-looking service growth initiatives

Critical Success Factors:

• Increase service revenue and improve margin performance while maintaining strong customer satisfaction.
• Create visibility and accountability around service numbers, open opportunities, utilization, backlog, and quote conversion.
• Strengthen the mobile service program as a scalable growth platform.
• Build a disciplined, customer-focused service team capable of supporting future expansion.
• Position U.S. Service as a strategic growth engine for Becker rather than a reactive repair function.