About this role
The Technical Service Manager is responsible for managing the activities of the service department, including both in-house and field service personnel throughout the United States and Canada. This role interfaces with customers, vendors, and all levels of Struers personnel while driving service growth, operational efficiency, and customer satisfaction.
Key Responsibilities
Strategic Leadership
- Define and execute a business plan to achieve strategic corporate objectives and KPI targets related to growth, profitability, efficiency, and customer satisfaction.
- Continuously evaluate and develop the service business to meet customer requirements.
- Actively contribute to the development of best practices within the global Struers Service organization.
- Participate in the implementation of a global ERP service solution.
Service Operations Management
- Lead and manage the technical service department, including eight direct reports consisting of both in-house and field service personnel.
- Ensure processes and procedures are in place to support business objectives, deliver excellent customer responsiveness, and drive departmental efficiency.
- Serve as a liaison between customers and the organization for service-related matters.
- Manage applicable equipment standards, including UL, CSA, and other relevant requirements.
- Implement and manage calibration processes for testing equipment in accordance with ISO 17025 requirements.
Team Development
- Develop and implement ongoing technical service training programs.
- Foster a culture of knowledge sharing and continuous learning among service personnel.
- Provide leadership that promotes a positive, dedicated, and high-performing service organization.
Technical and Continuous Improvement
- Compile and analyze product service data to support problem resolution, equipment improvement, future product development, and feedback to manufacturing sites.
- Support continuous improvement initiatives that enhance service quality and operational performance.
Requirements
Education & Experience
- Bachelor's degree preferred.
- Minimum acceptable qualification is an Associate Degree in Electrical Engineering.
- Previous service management experience required.
- Previous hands-on field service engineer experience preferred.
- Experience with ERP or CRM service management systems preferred.
- Experience implementing ISO and/or ASTM standards preferred.
- Ability to travel overnight within the assigned geographic territory and internationally as required.
Leadership & Business Skills
- Strong leadership skills with the ability to create a positive and committed service organization both locally and globally.
- Business-minded approach with an understanding of the strategic importance of technical service.
- Ability to work effectively as a global team player and collaborate with colleagues worldwide.
- Structured and analytical approach to problem solving with strong attention to detail.
- Excellent organizational skills with the ability to prioritize projects and tasks effectively.
- Excellent verbal and written communication skills.
- Ability to effectively communicate with customers, vendors, and internal stakeholders at all levels
Technical Skills
- Technical knowledge of electronics, pneumatics, and hydraulics.
- Strong mechanical aptitude.
- Excellent IT skills.
- Proficiency with ERP systems (BAAN preferred), Microsoft Word, PowerPoint, Excel, and Outlook.
- Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs.
Working Environment & Physical Requirements
- Ability to travel extensively by automobile and airplane, including overnight travel.
- Ability to sit and work at a computer for extended periods.
- Ability to stand for extended periods as required.
- Ability to travel overnight within the assigned geographic territory and internationally as required.
Success Criteria
Success in this role is measured by:
- Increasing service sales
- Achievement of key performance indicators (KPIs) related to efficiency, profitability, and targeted Net Promoter Score (NPS) results
About the Business Unit
Struers is an AMETEK business unit and a global leader in materialographic and metallographic solutions, providing equipment, consumables, software, and services for material testing, sample preparation, and hardness testing. Its technologies help manufacturers, research institutions, and laboratories analyze materials and ensure the highest standards of quality, reliability, and performance across industries such as aerospace, automotive, electronics, energy, and advanced manufacturing.
Founded in 1875 in Denmark and headquartered in Ballerup, Denmark, Struers has more than 150 years of expertise in material science and a global presence with offices and support teams worldwide. Known for its strong application knowledge, innovation, and customer-focused approach, Struers helps organizations achieve accurate and reproducible material analysis results that support product development, quality control, and scientific advancement.
For more information, visit www.ametek.com/ and www.struers.com/en