Service Operations Manager

2 weeks ago

Long Beach, California, United States Nikon SLM Solutions Full time

Nikon SLM Solutions stands at the forefront of metal-based additive manufacturing technology, commonly known as 3D printing, utilizing advanced selective laser melting powder bed fusion techniques. Our innovative 3D printers are engineered to create components directly from a diverse range of metal powders, serving a wide array of industries including aerospace, energy, healthcare, and automotive. With our headquarters in Lübeck, Germany, Nikon SLM Solutions employs over 600 professionals globally.

POSITION OVERVIEW:

The Services Manager role is pivotal in ensuring customer satisfaction and the ongoing success of our installed systems. This position encompasses all aspects of post-sale field service operations. The ideal candidate will cultivate robust customer relationships, oversee the profitability of the services P&L, and manage contract sales. Collaboration across various organizational functions and regions is essential.

Key responsibilities include:

  • Leading, developing, and managing a team of field service and technical support engineers
  • Maintaining the overall health of the installed base; effectively communicating and escalating issues while driving necessary cross-functional collaboration for resolution
  • Partnering with the global services team to implement aftermarket offerings within the region
  • Formulating and executing strategies for services and post-sale spare parts/consumables to enhance operational excellence, customer satisfaction, and revenue growth aligned with market demands
  • Building strong relationships with key customer stakeholders to facilitate effective engagement and execution
  • Providing guidance, leadership, and mentorship to foster a high-performing team that challenges the status quo
  • This role requires approximately 70% travel, both domestically and internationally, with flexible location options

CANDIDATE QUALIFICATIONS:

  • Bachelor's Degree in Engineering, Supply Chain, Business, or a related field from an accredited institution, or equivalent experience
  • A minimum of 10 years of professional experience with progressive responsibilities
  • A demonstrated passion and proven success in leading a service organization focused on customer outcomes
  • Leadership experience with the ability to foster a unique team spirit and high job satisfaction among remote team members
  • Exceptional oral, written, and visual communication skills
  • Strong interpersonal, influencing, and team-building abilities; proven capability to thrive in a matrixed environment
  • A track record of collaborating with global teams

PREFERRED ATTRIBUTES:

  • Experience in the metal additive manufacturing sector
  • A history of developing and executing impactful strategic initiatives with global implications
  • Significant experience in leading or managing projects of varying sizes, durations, and scopes across different geographies

OUR COMPREHENSIVE BENEFITS PACKAGE INCLUDES:

  • Comprehensive health coverage including medical, dental, and vision
  • 401(k) plan with a 4% match
  • Holiday Pay and Paid Time Off
  • Gym reimbursement
  • Tuition reimbursement
  • Company-paid disability coverage
  • Company-paid life insurance

Nikon SLM Solutions is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, or genetic information.

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