Service Manager

Job Description

Job Description

RND Automation engineers, designs, manufactures and services robotic, packaging and assembly automation equipment. Our offerings include horizontal and vertical form fill and seal machinery, automated assembly equipment, and robotic automation for the medical device, consumer product, and industrial device industries. We have an immediate opening for a Service Manager in Lakewood Ranch, Florida .

The Service Manager is responsible for leading and managing the Service Department to deliver high-quality technical services, preventive maintenance, and customer support for custom automation systems and standard equipment. This role requires a blend of strong technical expertise, leadership, operational efficiency, and customer relationship skills to ensure service excellence, profitability, and long-term client satisfaction.

• Manage daily operations of the Service Department to meet or exceed customer expectations, contractual obligations, and internal KPIs.
• Plan, schedule, and oversee service projects, preventive maintenance programs, and emergency repairs.
• Lead, mentor, and develop Field Service Engineers, Service Technicians, and Service Coordinators; conduct performance reviews and implement development plans.
• Act as the primary escalation point for complex technical issues, providing advanced troubleshooting and guidance.
• Develop and manage departmental budgets, labor allocation, cost control, and margin improvement strategies.
• Monitor and report service performance metrics, including response times, first-time fix rates, preventive maintenance completion rates, and customer satisfaction scores.
• Collaborate with Sales, Engineering, and Supply Chain teams to ensure smooth project handoffs and post-installation support.
• Identify and develop new service offerings, upsell opportunities, and strategies to increase service revenue.
• Maintain strong supplier relationships to ensure parts availability, warranty support, and technical assistance.
• Ensure accurate and timely documentation of all service activities in HubSpot, NetSuite, and other company systems.
• Oversee compliance with industry standards (OSHA, UL, CE), safety regulations, and company policies; conduct risk assessments and safety audits.
• Continuously evaluate and recommend new tools, diagnostic technologies, and training programs to improve service efficiency.

EDUCATION AND EXPERIENCE

Requires US Citizenship or Permanent Resident / Green Card holder status, a Bachelor’s degree in Engineering, Automation Technology, or related technical discipline; equivalent experience considered, and 5+ years’ in a service management role within automation, industrial controls, or manufacturing equipment sector. Strong background in team leadership, project management, and customer relationship management. Technical knowledge of automation systems, robotics, PLCs, and motion control is preferred.

Principals ONLY – No Third-Party Recruiters

RND Automation Supports Equal Opportunity Employment & Diversity.