Service Program Architect

Olympus Controls; Sherwood, Northern (OR, KY); Hybrid; USD 90,000 - 150,000; Full time

Job summary

Olympus Controls in Sherwood, Oregon seeks a Service Program Manager to design and stand up our new service business. You will define offerings, set pricing structures, and build processes for scheduling, dispatch, and tracking of maintenance programs.

The role requires leading field technicians and engineers, overseeing KPIs, and collaborating with sales to grow service revenue while maintaining safety and quality across North America.

Qualifications

• High school degree or equivalent required.
• Associate’s or bachelor’s degree in engineering, business or a related field preferred.
• 5+ years of field service experience required, in industrial automation, robotics, capital equipment or a comparable technical environment.
• 3+ years of supervisory or management experience required.
• Direct experience building, launching or substantially scaling a service program or field service business required — candidates should be able to describe a service offering they helped create and take to market.
• Experience with service contract structures and pricing, including preventive maintenance agreements, strongly preferred.
• Experience selecting or implementing field service management, dispatch or scheduling software preferred.
• Demonstrated ability to work across multiple sites, regions or business units, and to lead through influence where resources are shared and do not report directly.
• Strong leadership and team management skills
• Excellent problem-solving skills
• Exceptional customer service skills
• Proficient with Microsoft Office suite
• Strong sense of urgency and attention to detail
• Excellent organization, written/verbal communication, and follow-up skills
• Ability to self-direct and to operate with limited precedent

Responsibilities

• Define and launch our service offering, including preventive maintenance packages, service levels and standard quote formats
• Develop the pricing and margin model for service contracts, and establish the contract structures and terms used across the business
• Design and implement the processes and systems needed to run a service operation, including customer call tracking, dispatch, resource allocation and scheduling
• Establish service KPIs — including technician utilization, response and completion performance, contract bookings and margin — and report against them to leadership
• Build and maintain the installed base register
• Supervise, mentor and evaluate field service technicians and engineers, including shared and regionally based resources
• Ensure timely completion of maintenance, repair, installation and service calls
• Define and coordinate the technical training and certification path for service technicians on priority product lines
• Partner with Sales to build the service sales process and supporting collateral, and to enable sales teams to sell service to maintenance and operations buyers
• Work with sister companies across the Automation Group to extend the service program nationally, aligning standards, resourcing and commercial rules across regions
• Maintain high standards of safety, quality and productivity
• Develop and sustain strong customer relationships by working proactively to meet expectations
• Ensure compliance with company policies, safety regulations and industry standards
• Assist in budgeting, resource planning and continuous process improvement
• Collaborate with sales, operations and engineering teams to support customer needs
• Additional duties as assigned

Skills

Leadership

Team management

Project management

Communication

Customer service

Problem solving

Organizational skills

Education

Associate’s or Bachelor’s degree in engineering or business

High school degree or equivalent

Tools

Microsoft Office suite

Field service management software

Job description

Olympus Controls in Sherwood, Oregon seeks a Service Program Manager to design and stand up our new service business. You will define offerings, set pricing structures, and build processes for scheduling, dispatch, and tracking of maintenance programs.

The role requires leading field technicians and engineers, overseeing KPIs, and collaborating with sales to grow service revenue while maintaining safety and quality across North America.