Field Service Leader: Customer Success & Solutions

AIDA-America; Dayton (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

AIDA-America is seeking a Service Manager to own overall customer satisfaction on designated capital equipment projects, coordinating emergency repairs, planned service, upgrades, and installations with dispatching field service engineers as needed.

You will collaborate with Engineering, Manufacturing, AMS, Quality, Finance and leadership to resolve issues, drive continuous improvement, mentor service personnel, and ensure clear, respectful communication with customers using CRM and SAP systems.

Qualifications

• BS in Mechanical Engineering or equivalent combination of education and experience.
• Excellent oral, written and interpersonal skills.
• Experience in field service of electro-mechanical capital equipment.

Responsibilities

• Take ownership for overall customer satisfaction on designated projects.
• Coordinate emergency repairs, planned service, upgrades and installations.
• Establish resources and teams to meet budget and exceed customer expectations.
• Collaborate with Service Leadership and Engineers to maintain strong customer relationships.
• Work with Engineering, Manufacturing, AMS, Quality, Finance and Leadership to resolve questions.
• Provide troubleshooting support via email or phone and track cases in CRM.
• Follow service order processes from estimate to closing (POs, reports, SAP costs).
• Lead continuous improvement of Service policies and procedures.
• Conduct annual performance reviews for Service Engineers.
• Support other departments, including AMS, Parts, and cross-border teams.

Skills

Customer service

Communication

Team leadership

Problem solving

Interpersonal skills

Education

BS in Mechanical Engineering

Tools

CRM software

SAP

Job description

AIDA-America is seeking a Service Manager to own overall customer satisfaction on designated capital equipment projects, coordinating emergency repairs, planned service, upgrades, and installations with dispatching field service engineers as needed.

You will collaborate with Engineering, Manufacturing, AMS, Quality, Finance and leadership to resolve issues, drive continuous improvement, mentor service personnel, and ensure clear, respectful communication with customers using CRM and SAP systems.