Service Center Manager, US

FLSmidth; Reno (OH); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Recognition platform

Global connectivity

Job summary

FLSmidth seeks a Service Center Manager, US to lead and optimize the operational efficiency and customer satisfaction of our service centers across the United States, supporting mining and cement clients.

You will manage staffing, budgets, safety, and service delivery while driving continuous improvement and strong customer relationships across multiple sites.

Qualifications

• Bachelor’s degree in Engineering, Business Administration, or a related field.
• 7+ years in service operations management, preferably within heavy industry.
• Experience leading multi-site operations and diverse teams.
• Strong knowledge of ERP and field service software.
• Excellent leadership and communication skills.

Responsibilities

• Oversee multi-site service center operations, staffing, budgeting, and strategy.
• Develop policies to improve efficiency, safety, and service quality.
• Coordinate field service activities including maintenance and repairs.
• Recruit, train, mentor, and evaluate staff.
• Ensure compliance with safety, environmental, and quality standards.
• Monitor KPIs for service delivery, customer satisfaction, and financials.
• Collaborate with sales, engineering, and parts to maximize value.
• Manage customer relationships and handle escalations.
• Prepare reports on performance, finances, and market trends.
• Drive continuous improvement in service delivery and tech use.

Skills

Leadership

Strategic planning

Budgeting

People management

Customer-focused

Communication

Travel flexibility

Education

Bachelor's degree in Engineering/Business

Tools

ERP systems

Field service software

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 utilization.

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 of 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, analyze 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 centers and customer sites.

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