Service Center Manager, US

FLSmidth; Reno (NV); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Recognition platform

Job summary

FLSmidth is seeking a Service Center Manager to lead and optimize operations across the US service centers, ensuring top-tier support for mining and cement industry clients. The role involves budgeting, staffing, and strategic planning, with oversight of field service activities, maintenance, and emergency repairs.

You will recruit, mentor, and evaluate staff, uphold safety and quality standards, and drive continuous improvement while traveling nationwide to client sites and service centers.

Qualifications

• Bachelor's degree in Engineering, Business Administration or a related field.
• Minimum of 7 years of progressive experience in service operations management.
• Experience managing multi-site operations and leading diverse teams.
• Strong understanding of field service management software and ERP systems.
• Excellent leadership, communication and interpersonal skills.
• Willingness to travel frequently within the US.

Responsibilities

• Manage the overall operations of multiple service centers within the US, including staffing, budgeting, performance, and strategic planning.
• Develop and implement operational policies and procedures to enhance efficiency, safety, and customer service standards.
• Oversee the scheduling, dispatching, and execution of field service activities, preventive maintenance, and emergency repairs.
• Recruit, train, mentor, and evaluate service center personnel, fostering a high-performance and customer-centric culture.
• Ensure compliance with all safety regulations, environmental standards and quality control procedures.
• Monitor KPIs for service delivery, customer satisfaction and financial performance, implementing corrective actions as needed.
• Collaborate with sales, engineering, and parts departments to provide integrated solutions and maximize customer value.
• Manage customer relationships, including handling escalated inquiries, resolving complaints and identifying opportunities for service expansion.
• Prepare and present regular reports on service center performance, financial results and market trends to senior management.
• Identify and implement continuous improvement initiatives to optimize service delivery processes and technology utilisation.

Skills

Leadership

Communication

Interpersonal skills

Budget management

Financial analysis

Customer focus

Travel flexibility

Education

Bachelor's degree in Engineering

Bachelor's degree in Business Administration

Tools

Field service management software

ERP systems

Job description

The Service Center Manager, US will lead and optimize the operational efficiency and customer satisfaction of FLSmidth's service centers across the United States, ensuring high-quality support for our mining and cement industry clients.

Job Responsibilities

• Manage the overall operations of multiple service centers within the US, including staffing, budgeting, performance, and strategic planning.
• Develop and implement operational policies and procedures to enhance efficiency, safety, and customer service standards.
• Oversee the scheduling, dispatching, and execution of field service activities, preventive maintenance, and emergency repairs.
• Recruit, train, mentor, and evaluate service center personnel, fostering a high-performance and customer-centric culture.
• Ensure compliance with all FLSmidth safety regulations, environmental standards and quality control procedures.
• Monitor key performance indicators (KPIs) for service delivery, customer satisfaction and financial performance, implementing corrective actions as needed.
• Collaborate with sales, engineering, and parts departments to provide integrated solutions and maximize customer value.
• Manage customer relationships, including handling escalated inquiries, resolving complaints and identifying opportunities for service expansion.
• Prepare and present regular reports on service center performance, financial results and market trends to senior management.
• Identify and implement continuous improvement initiatives to optimize service delivery processes and technology utilisation.

Job Qualifications

• Bachelor's degree in Engineering, Business Administration or a related field.
• Minimum of 7 years of progressive experience in service operations management, preferably within the heavy industrial, mining or cement sectors.
• Proven track record Managing multi-site operations and leading diverse teams.
• Strong understanding of field service management software and enterprise resource planning (ERP) systems.
• Excellent leadership, communication and interpersonal skills.
• Demonstrated ability to manage budgets, analyse financial data and drive profitability.
• Solid knowledge of safety regulations and best practices in industrial environments.
• Strong customer focus with a commitment to delivering exceptional service.
• Ability to travel frequently within the US to various service centres and customer sites.

We offer all employees access to a dedicated recognition platform, empowering you to celebrate achievements, share appreciation and stay connected globally.

FLS is a leading, full flowsheet minerals processing supplier to the global mining industry. We deliver proven technologies and services across the lifecycle of operations, and have set targets of providing solutions for zero-emissions mining by 2030 with our MissionZero programme.