Service Department Manager

Company Overview

Amann Girrbach, a pioneer in dental CAD/CAM technology, is one of the leading innovators and manufacturers of CAD/CAM equipment and materials for dental labs and dentists. As the preferred full-service provider of digital dental prosthetics, Amann Girrbach delivers comprehensive solutions to its partners and customers worldwide. Amann Girrbach North America, the U.S. headquarters, is located at 13900 S. Lakes Drive, Suite D, Charlotte, NC 28273, and is home to over 40 employees dedicated to advancing digital dentistry.

Job Summary

The Service Department Manager is responsible for leading the Field Services, Help Desk, and Field Service Administrator teams across North America. This role ensures the highest levels of technical support and service delivery for all Ceramill users. The manager oversees daily operations related to call center technical questions and guidance for equipment and products, technical training, equipment maintenance, troubleshooting, and repairs, while ensuring delivery and installation timelines are consistently met. In addition to operational leadership, the Service Department Manager builds and maintains strong relationships with internal sales team, external dealer partners, and customers to drive service excellence and provide a seamless support experience.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop the Field Services, Remote Service, Help Desk, and Field Service Administrator teams.

• Establish clear goals, performance metrics, and accountability across all service functions.

• Drive cross-team collaboration to ensure efficiency and service quality.

Service Operations

• Lead and develop the call center technical support team (Help Desk), ensuring agents are trained to a deep understanding of AG products, equipment and software, capable of resolving complex customer issues, and continuously improving through coaching, performance feedback, and structured training programs.

• Provide technical guidance to dealer Level 1 and Level 2 agents and technicians, delivering advanced training, timely support, and clear escalation paths to resolve software issues and complex equipment repairs, while strengthening dealer capability and consistency in the field.

• Deliver advanced remote repair support to diagnose and resolve equipment and software issues through remote access tools, guiding technicians and customers step-by-step, and minimizing downtime by closing cases without requiring onsite visits.

• Oversee technical support processes, including customer inquiries, troubleshooting, and repair execution.

• Manage preventive maintenance programs and ensure timely response to service needs.

• Ensure equipment installations and deliveries meet established timelines and quality standards.

• Monitor case resolution metrics and implement improvements.

Customer & Partner Engagement

• Build strong relationships with dealer partners, internal sales teams, and end customers.

• Act as the primary escalation point for complex or unresolved service issues.

• Ensure a customer-first mindset throughout all service interactions.

Process & Compliance

• Develop and implement Standard Operating Procedures (SOPs) for service workflows.

• Ensure compliance with company policies, safety regulations, and quality standards.

• Collaborate with global service teams to align on best practices and continuous improvements.

Data Trend Analysis & Reporting

• Monitor, analyze, and report on service performance metrics (e.g, MTTR, case closure rate, equipment failure, complaint trends and customer satisfaction feedback)

• Identify patterns, root causes, and opportunities for improvement through trend analysis.

• Provide actionable insights to leadership and recommend strategies to improve efficiency, reduce costs, and enhance customer experience.

Planning

• Partner with operations leadership to plan staffing, training, spares inventory and resource allocation.

• Support budgeting and forecasting for the service department.

Qualifications

• Bachelor's degree in Business Administration, Engineering, Technical Services, or related field (or equivalent experience).

• 5+ years of progressive experience in service management, technical support, or field service leadership.

• Strong understanding of technical equipment, diagnostics, and repair processes.

• Proven experience managing cross-functional teams and driving performance improvements.

• Demonstrated success in customer relationship management and issue resolution.

Preferred Skills & Competencies

• Exceptional leadership, coaching, and team development skills.

• Strong organizational and project management capabilities.

• Excellent communication and interpersonal skills, with the ability to engage with customers, partners, and internal stakeholders.

• Data-driven decision-making with experience analyzing KPIs and service metrics.

• Ability to adapt quickly in a fast-paced, customer-centric environment.

• Technical proficiency with service management systems, CRM platforms, and reporting tools.

Working Conditions

• Based in Charlotte North Carolina with some travel required (customer sites, dealer visits, team meetings, and training sessions).

• Hybrid work environment with flexibility to perform on-site service supervision and training as needed.