Service Manager

WEISS North America, Inc.; Willoughby (OH); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, vision, and life insurance

401K eligibility

Generous PTO policy

Job summary

WEISS North America, Inc. is looking for a hands-on Service Manager to oversee field service operations in Willoughby, OH. This full-time position requires strong technical skills and leadership abilities to manage service activities, ensure customer satisfaction, and mentor the service team.

Ideal candidates will have experience in technical support, excellent communication skills, and the ability to build long-term customer relationships. A competitive salary of $65,000 - $85,000 with benefits such as medical, dental, vision, and generous PTO is offered.

Qualifications

• Minimum 3+ years in service technician or similar role.
• Prior experience in leadership or mentorship within service environment.
• Ability to manage multiple tasks under pressure.

Responsibilities

• Lead and manage field service operations for exceptional customer experience.
• Plan and coordinate service travel schedules for the team.
• Train customers on equipment use and maintenance.

Skills

Leadership experience

Problem-solving skills

Customer service

Communication skills

Technical support

Organizational skills

Education

Associate degree in Mechanical Engineering or related technical field

Tools

Microsoft Suite

Job description

Service Manager (Full-Time)

Location: WEISS North America, Inc – Willoughby, OH (Cleveland, OH)

Salary/Exempt

Job Description - Service Manager

We are seeking a hands‑on, customer‑focused Service Manager to lead our field service operations and ensure exceptional customer experience. This role is responsible for overseeing service activities from installation and maintenance to troubleshooting and technical support, while also managing and mentoring the service team. The ideal candidate will have a strong technical background, proven leadership experience, and the ability to effectively plan, coordinate, and execute service schedules and travel. This position requires excellent problem‑solving skills, clear communication with customers and cross‑functional teams, and a commitment to delivering quality results under pressure. If you thrive in a dynamic environment, excel at building long‑term customer relationships, and enjoy leading a team toward continuous improvement, we invite you to apply.

Benefits

• Full-time position
• Medical, dental, vision, and life insurance on the 31st day of employment
• 401K eligibility begins after the 60th day of employment
• Pay is bi‑weekly
• Generous PTO policy

Pay Range: $65,000 - $85,000

Job Responsibilities

• Provide exceptional service and customer support during field visits by addressing technical issues, ensuring proper equipment function, and delivering a positive customer experience.
• Plan, coordinate, and organize all field service travel for yourself and the service team, including scheduling, logistics, and resource allocation to optimize efficiency.
• Install new products and systems, conduct testing, and perform quality checks to confirm that equipment is functioning correctly and meets customer expectations.
• Train and educate customers on proper use, care, and maintenance of equipment, ensuring they feel confident operating and troubleshooting basic issues independently.
• Clearly explain technical issues, equipment malfunctions, and required repairs to customers in an approachable and professional manner, setting accurate expectations for resolution.
• Coordinate and align service workflow with established schedules and deadlines, adapting to changing priorities to meet customer needs.
• Oversee and manage all on‑site repairs and preventive maintenance activities, ensuring tasks are completed efficiently and to the highest quality standards.
• Diagnose errors, malfunctions, or system failures, analyze root causes, and determine appropriate corrective actions to restore equipment functionality.
• Assess customer requirements and provide tailored recommendations for solutions, upgrades, or services that enhance equipment performance and customer satisfaction.
• Generate accurate, timely, and detailed service reports that document work performed, issues identified, and recommendations for future maintenance.
• Collaborate with cross‑functional teams—including sales, engineering, logistics, and operations—to ensure seamless communication and alignment on customer needs.
• Build and maintain strong, long‑term relationships with customers, serving as a trusted advisor and point of contact for technical and service‑related concerns.
• Assist in upholding the highest standards of product quality at WEISS NA by providing feedback on recurring issues and recommending process improvements.
• Supervise, mentor, and support the Service team, assigning tasks, monitoring performance, and fostering a culture of accountability and continuous improvement.
• Perform other job‑related duties and functions as assigned.

Desired Skills & Experience

• Associate degree in Mechanical Engineering, Electrical Engineering, Mechatronics, Industrial Technology, or a related technical field or equivalent hands‑on experience in field service/technical support.
• Minimum 3+ years in service technician or similar role.
• Prior experience in leadership, management, or mentorship role within a service or manufacturing environment.
• Ability to manage multiple priorities and tasks with a sense of urgency.
• Well organized with an aptitude for details.
• Effective verbal and written communication skills.
• Have the ability to multi‑task and produce quality results under pressure.
• Proficient in Microsoft Suite (Word, Excel, PowerPoint, Outlook, etc.).
• Must be self‑started and able to work independently with little supervision.
• Read drawings and schematics.
• Software and electrical experiences a plus, but not required.
• Knowledge of Microsoft Dynamics NAV ERP is a plus, but not required.
• Travel up 25% – 50% depending on customer needs.