NA After-Sales Service Leader

Anaergia; Carlsbad (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

Anaergia seeks a North America After-Sales Service Manager to lead service delivery and lifetime connectivity with customers, driving revenue, margins and satisfaction across the NA market.

You will oversee field technicians, quotations, invoicing, spare parts, and contracts while coordinating with Sales, Finance, and Engineering to optimize profitability and service performance. Significant travel may be required across North America.

Qualifications

• Experience in field service, maintenance, project execution, or service operations in industrial, energy, and manufacturing.
• Supervisory or team leadership experience managing field technicians or service personnel.
• Experience managing service activities from quotation and resource planning through execution, reporting, and invoicing.

Responsibilities

• Lead the North American service portfolio, with accountability for service delivery, customer satisfaction, revenue, and margin performance.
• Manage service expense budgets and monitor revenue, margins, and operating costs, identifying opportunities to improve profitability and cash flow.
• Oversee service workloads, technician assignments, resource utilization, and schedule commitments, proactively resolving conflicts and resource constraints.
• Prepare and oversee quotations and proposals for service agreements, preventive maintenance programs, inspections, repairs, spare parts, and technical support.
• Lead service contract negotiations within established approval limits, coordinating technical requirements and commercial exceptions with appropriate internal teams.
• Ensure timely and accurate invoicing following completion of work or achievement of contractual billing milestones, working with Finance to resolve billing issues.
• Manage spare parts sales activities, including RFQ reviews, order coordination, and customer follow-up.
• Coordinate inventory requirements and availability of critical spare parts and service materials with Supply Chain, vendors, and technical teams.
• Identify and develop opportunities to grow aftermarket revenue through maintenance agreements, contract renewals, equipment upgrades, and spare parts sales.
• Lead and develop Service Technicians by establishing clear priorities and performance expectations, conducting performance discussions, and providing coaching and mentoring.
• Assess technician training needs and ensure skills and qualifications align with assigned work, equipment requirements, and customer needs.
• Serve as the primary service contact between customers, field personnel, vendors, contractors, and internal stakeholders, communicating service updates, scheduling changes, and operational risks.
• Own escalated customer service issues and coordinate timely resolution with Engineering, field personnel, vendors, and other relevant teams.
• Ensure service activities comply with company safety policies, quality standards, contractual obligations, and customer site requirements.
• Develop, document, and maintain departmental SOPs, work instructions, and service records to support consistent execution, accurate reporting, and billing.
• Track and report key service performance indicators and drive continuous improvement in service delivery, resource utilization, process efficiency, and customer satisfaction.

Skills

Service Operations Management

Leadership & Team Development

Resource Planning & Scheduling

Customer Relationship Management

Communication Skills

Problem Solving

Workforce Management

Proposal & Quotation Preparation

KPI Tracking & Reporting

Continuous Improvement

ERP/CRM Systems Proficiency

Cost & Profitability Management

Education

Associate’s or bachelor’s degree in engineering, Engineering Technology, Business Administration, Operations Management, Industrial Technology

Equivalent combination of education, technical training and relevant field service or operations experience will be considered

Job description

Anaergia seeks a North America After-Sales Service Manager to lead service delivery and lifetime connectivity with customers, driving revenue, margins and satisfaction across the NA market.

You will oversee field technicians, quotations, invoicing, spare parts, and contracts while coordinating with Sales, Finance, and Engineering to optimize profitability and service performance. Significant travel may be required across North America.