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 Delivery

• Plan 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 Teams

• Lead, 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 Performance

• Own 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 Relationships

• Build 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 Excellence

• Collaborate 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

Success in this role will be measured through:

• Service revenue growth and gross margin performance
• Engineer utilization and productivity
• Customer satisfaction and retention
• Response times and service reliability
• Growth of service agreements and recurring revenue
• Team competency development and employee engagement
• Safety, quality, and compliance performance
• Operational 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

We offer a challenging work environment that values innovation and suits development-minded people who enjoy working in a fast-paced and dynamic setting. Includes a generous wage and benefits package that includes a 401k with company match as well as company-funded pension.

Please note that any offer of employment is contingent upon a background check and pre-employment physical and drug screen.

This position is not available for internation relocation. Applicant must be living and authorized to work in the US.

Where everything works together

Valmet is where the best talent from a wide variety of backgrounds comes together. With over 20,000 professionals around the world, we are the leading global developer and supplier of technologies, automation and services for the pulp, paper and energy industries. Our commitment to moving our customer's performance forward requires creativity, technological innovations, service know-how - and above all, teamwork. Join the team! www.valmet.com/careersna

Valmet is an equal opportunity employer. All employees and applicants for employment will not be discriminated on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors.

Please note that Valmet will never ask for personal financial information during the interview process. If you feel you have been a victim of an online job posting scam, please notify the Federal Trade Commission