Service Manager

Valmet; Houston (TX); On-site; USD 110,000 - 150,000; Full time

Job summary

Valmet in Houston seeks an experienced Service Manager to lead a team of field service engineers and oversee regional service operations. You will drive profitability, grow service agreements, and transition from reactive repairs to proactive lifecycle services while maintaining safety and quality standards.

You will shape service strategy, forecast growth, and build high-performing teams that deliver exceptional customer outcomes across lifecycle services and modernization initiatives.

Qualifications

• 5+ years of experience in industrial field service, technical operations, or service management.
• Proven ability to lead and develop technical service teams.
• Strong understanding of resource planning, financial performance, and customer relationship management.
• Bachelor's degree in Engineering, Business, Operations Management, or equivalent.
• Ability to collaborate within a global, cross-functional environment and travel as needed.

Responsibilities

• Lead Service Delivery: Plan and allocate service resources to meet customer demands and objectives; manage escalations and ensure timely resolution.
• Develop High-Performing Teams: Coach and mentor field service engineers; set performance expectations and drive development.
• Drive Business Performance: Own regional service revenue, profitability, utilization, and cost management.
• Grow Customer Relationships: Strengthen relationships, expand preventive maintenance, and pursue long-term service agreements.
• Improve Operational Excellence: Collaborate with cross-functional teams; implement global service processes and safety culture.

Skills

People leadership

Resource planning

Financial performance

Customer relationship management

Willingness to travel

Education

Bachelor's degree in Engineering, Business, Operations Management, or equivalent

Job description

Are you an experienced service leader looking to expand your career with an industry leader in process analytical instrumentation and automation?

Deciding on your next employer is not a decision to be made lightly. If you're passionate about developing people, driving operational excellence, and helping customers maximize the value of their assets throughout their lifecycle, we invite you to explore this opportunity.

Our success is built on continuous investment in our people, technology, and customer relationships. As part of a global organization, you'll have the opportunity to shape service strategy, develop high-performing teams, and play a critical role in growing a world-class service business.

As a Service Manager, you will lead a team of field service engineers and take ownership of the performance, growth, and operational execution of a regional service organization. You will ensure customers receive exceptional support while driving profitability, service agreement growth, and the transition from reactive repairs to proactive lifecycle services.

This position combines people leadership, business management, customer engagement, and operational execution to deliver outstanding outcomes for both customers and the business.

In this role you will:

• Lead Service DeliveryPlan and allocate service resources to meet customer demands and business objectives.Manage customer escalations and ensure timely issue resolution.Ensure all service activities comply with safety, quality, technical, and regulatory requirements.Drive execution excellence across maintenance, troubleshooting, repair, upgrade, and modernization activities.
• Develop High-Performing TeamsLead, coach, and mentor a team of field service engineers.Establish clear performance expectations and accountability.Assess technical competencies and identify development opportunities.Support recruiting, onboarding, workforce planning, and succession development to ensure long-term organizational success.
• Drive Business PerformanceOwn regional service revenue, profitability, utilization, and cost management.Track key performance indicators and implement corrective actions when necessary.Support forecasting, budgeting, and financial planning activities.Drive improvements in productivity, efficiency, and operational execution.
• Grow Customer RelationshipsBuild strong relationships with customers and key stakeholders.Expand preventive maintenance programs and long-term service agreements.Identify lifecycle service opportunities, including upgrades, modernization projects, and value-added services.Partner with customers to improve reliability, performance, and operational effectiveness.
• Improve Operational ExcellenceCollaborate closely with Sales, Order Management, Technical Support, Product Management, and other cross-functional teams.Support implementation of global service processes, standards, and best practices.Drive continuous improvement initiatives and maintain accurate installed-base and service data.Promote a culture focused on safety, quality, accountability, and customer success.

How Success Is Measured

• Service revenue growth and gross margin performanceEngineer utilization and productivityCustomer satisfaction and retentionResponse times and service reliabilityGrowth of service agreements and recurring revenueTeam competency development and employee engagementSafety, quality, and compliance performanceOperational efficiency and process improvement achievements

What You Bring

Required Qualifications

• 5+ years of experience in industrial field service, technical operations, or service management.Demonstrated success leading and developing technical service teams.Strong understanding of resource planning, workforce management, financial performance, and customer relationship management.Bachelor's degree in Engineering, Business, Operations Management, or equivalent professional experience.Ability to collaborate effectively within a global, cross-functional environment.Willingness to travel as business needs require.

Preferred Qualifications

• Experience with industrial analyzers, process instrumentation, automation systems, or related technologies.Knowledge of lifecycle services, maintenance contracts, and reliability-centered service programs.Strong business acumen with experience managing budgets, forecasts, and operational performance metrics.Excellent communication, leadership, and problem-solving skills.

This is an opportunity to make a direct impact on the success of a regional service business. You'll have ownership of both operational and financial performance while helping customers maximize reliability and value from their critical assets.

You’ll also play a key role in expanding lifecycle services, developing technical talent, and shaping the future of service delivery within a globally recognized organization.

We Offer

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