Service Manager

Title:                           Services Manager - Industrial (Global)

Reports to:               Global General Manager - Industrial

Imagine working at the forefront of innovation in fluid-flow technology, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.

As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we’re creating a legacy that goes beyond business—one that’s changing the world for the better.

The Services Manager - Industrial (Global) is responsible for leading and supporting global operational and service activities across the Industrial business. Ensuring alignment between regional teams, customer requirements and business objectives. This role drives operational efficiency, resource planning, service execution, and continuous improvement initiatives across global markets. The position collaborates cross-functionally with Engineering, Supply Chain, Finance, Sales and regional leadership teams to drive operational excellence and deliver high levels of customer satisfaction. The Services Manager - Industrial (Global) also provides leadership and direction to Service Coordinators and Service Engineering groups across the global regions, ensuring standardised processes, effective communication, and delivery in line with Armstrong standards.

Key Accountabilities:

Team Leadership & Service Coordination Global Services & Team Leadership.

- Lead the Global Industrial Services activities across the EMEA, APAC, China, India and the North American regions.

- Lead and support Service Coordinators and Service Engineering group(s) across global markets, ensuring consistent operational execution and alignment regional business requirements.

- Drive consistency and standardisation of Operational processes as well as workflows by applying the core principles of Lean Six Sigma and PRINCE2.

- Encourage cross-collaboration across the Global regions and departments to drive continuous improvements and quality of outputs within the Industrial group.

- Collaborate with global leaders to support operational performance across the industrial group, ensuring alignment between customer demand, resource planning, service execution and business objectives.

- Monitor operational trends and market requirements across global regions to identify risks, capacity restrictions, and opportunities for operational growth.

- Partner with the leadership team to develop Operational KPI’s focused on service delivery, resource utilisation, operation efficiency and customer satisfaction.

Client Communication & Issue Resolution

- Act as the key operational contact for global industrial customers, ensuring effective communication, alignment on operational priorities and delivery expectations across regional markets.

- Collaborate with customers and internal stakeholders to coordinate project scopes, operational requirements, execution timelines and service deliverables.

- Lead the resolution of escalated operational and service-related issues ensuring timely corrective actions and high standard of customer satisfaction.

- Support proactive customer engagement by identifying operational risks, communicating updates and driving continuous improvement initiatives to enhance the customer experience.

Logistics & Resource Management

- Partner with Supply Chain to ensure the timely availability and effective logistics coordination of parts, equipment and operational resources to support customer requirements.

- Ensure operational documentation, service reports, corrective action plans and project records are accurately reviewed, maintained and distributed in accordance with company standards and customer requirements.

- Monitor resource allocation and operational capacity to support customer requirements, project timelines and business priorities.

- Manage warranty claims, supplier chargebacks and cost recovery processes, holding the plant including suppliers accountable to reduce defects and improve operational performance.

Financial Oversight .

- Owner of the Service groups financial performance across global services functions by monitoring operational costs, resource utilisation and service delivery efficiency to align with profitability targets.

- Partner with Finance and regional teams to support accurate invoicing, forecasting, budgeting and the financial reporting processes to meet Armstrong’s requirements.

- Monitor project, service, and sales performance metrics to identify risks, cost-saving opportunities and areas for operational improvement.

Data & Systems Management

- Maintain accurate operational records and ensure timely updates within ERP, CRM and service management systems to support global operational reporting.

- Support the development of standardised operational reporting and performance dashboards across global markets.

- Analyse operational data and system metrics to identify trends, improve decision-making and support continuous improvement initiatives.

- Maintain accurate operational records and ensure timely updates within ERP, CRM and service management systems to support global operational visibility and reporting.

- Support the development of standardised operational reporting and performance dashboards across global markets.

- Analyse operational data and system metrics to identify trends, improve decision-making and support continuous improvement initiatives.

What We’re Looking For

To thrive in this role, you should bring:

Education and Experience

- Minimum of BA degree in administration or equiv.

- Minimum certifications in Services excellence (Prince II, Lean Six Sigma, Scrum Master)

- Minimum 5 years opex or service leadership in relative industry

- Experience working in a team lead or supervisory position, preferably in a technical service or engineering environment.

- Experience in managing field Services, customer communication, and cross-department collaboration.

Technical Skills

- Advanced in MS Office and service scheduling/ERP systems, with preference to LN systems.

- Ability to work across external systems to coordinate and measure operational efficiency. Focused on looking for adaptive improvements.

- Analytical mindset with the ability to monitor budgets, schedules, and team performance.

- High attention to detail and commitment to process improvement.

Soft Skills

- Strong people management skills.

- Excellent organisational and multitasking abilities.

- Effective communication and interpersonal skills.

- Proactive, solution-focused, and accountable.

- Able to remain calm under pressure and manage multiple priorities.

- Collaborative team player with a customer-first approach.

- Commitment to safety, quality, and continuous improvement.

- Ability to travel regionally and internationally up to 50% of the time

Why Armstrong Fluid Technology?

By joining us, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology. You’ll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow’s solutions today.