Position Overview
The Service Manager is responsible for leading FIMER's warranty service operations and managing the Company's in-house Field Service Engineer (FSE) team. This role oversees warranty case execution from intake through closure, ensuring timely service delivery, cost control, quality performance, and customer satisfaction.
The Service Manager works closely with Service Coordinators, Technical Support, Operations, Engineering, Supply Chain, and external service providers to ensure warranty activities are executed efficiently and consistently. This position is responsible for assigning Field Service Engineers, managing warranty-related costs and parts, improving service quality metrics, and supporting continuous improvement initiatives across the service organization.
Key Responsibilities
Warranty Operations Management
- Own warranty case management from intake through closure within company ERP and service management systems
- Ensure timely execution and resolution of warranty service requests while maintaining customer satisfaction
- Establish and monitor service-level expectations for warranty response, dispatch, and closure activities
- Drive process improvements to increase efficiency, consistency, and quality within warranty operations
- Ensure accurate documentation, reporting, and closure of warranty activities
Field Service Team Leadership
- Lead, coach, develop, and manage the Company's in-house Field Service Engineer team
- Assign Field Service Engineers to warranty site visits based on geography, technical expertise, customer priority, and workload capacity
- Conduct workforce planning to optimize utilization, productivity, and service coverage
- Monitor technician performance, training needs, certifications, and development plans
- Support recruitment, onboarding, and retention of Field Service Engineers as business needs evolve
Warranty Cost and Parts Management
- Manage warranty service costs, labor expenses, travel expenses, and warranty-related expenditures
- Review and approve warranty-related costs within established authority levels
- Escalate costs exceeding approval thresholds to the Director of Service Operations
- Partner with Supply Chain, Logistics, and Service teams to manage warranty parts allocation and utilization
- Monitor warranty spend trends and identify opportunities for cost reduction and operational efficiency
Service Coordination and Resource Planning
- Provide direction and support to Service Coordinators regarding scheduling, parts coordination, service documentation, and case management activities
- Coordinate Field Service Engineer travel arrangements and service scheduling activities
- Ensure warranty work orders, service reports, and customer documentation are completed accurately and timely
- Collaborate with the Vendor Manager to allocate overflow warranty work when internal resources are at capacity
Quality and Continuous Improvement
- Monitor service quality metrics including first-time-fix rate, repeat visits, response time, closure time, and customer satisfaction
- Analyze warranty trends, recurring product issues, and service performance data
- Partner with Engineering, Quality, Technical Support teams to drive corrective actions and root-cause resolution
- Support implementation of best practices and continuous improvement initiatives across service operations
Reporting and Analytics
- Develop and maintain service performance dashboards, reports, and KPI metrics
- Track warranty costs, labor utilization, technician productivity, service throughput, and quality metrics
- Provide regular operational reporting to leadership
- Utilize data and analytics to support resource planning and business decision-making
Cross-Functional Collaboration
- Work closely with Technical Support, Engineering, Operations, Supply Chain, Logistics, Finance, and Sales teams to support customer service objectives
- Support communication and coordination between field service personnel and internal stakeholders
- Assist with escalation management for critical customer situations
- Partner with global service teams and leadership as required
Administrative and Operational Responsibilities
- Ensure compliance with company policies, safety requirements, and service procedures
- Maintain service records, warranty documentation, and audit readiness
- Support budget planning, forecasting, and expense management activities
