WE ARE GROWING!

When you work with Industrial Physics, you’ll be providing solutions for some of the most recognizable brands on the planet.

But what exactly is it that we do? Essentially, we protect the integrity of manufacturers, production lines, and laboratories across the world. And we do this through the development of trusted test and inspection solutions that ensure the quality of packaging, materials, and products. In fact, it’s very likely that many of your favorite products – the ones you depend upon every day – will have been tested using our equipment. We are the global leader in packaging and product integrity testing equipment, and our team covers industries including Food & Beverage, Flexible Packaging, Paints & Coatings, and various Industrial end markets.

This position is open only to candidates who are legally authorized to work in the United States without the need for employer sponsorship, now or in the future. We do not offer visa sponsorship for this position.

The Service Manager, Flexible Packaging, North America is responsible for leading regional service operations to drive service revenue growth, operational excellence, and customer satisfaction. This role provides operational leadership for a geographically distributed service organization and ensures alignment with Global Service objectives, business priorities, and customer needs. The role has direct leadership responsibility for approximately 10 associates, either directly or indirectly and accountability for approximately $5M in annual service revenue. The Service Manager collaborates closely with other Service teams, Sales, Operations, Finance, and M&A teams to support business growth, process standardization, and integration activities. This position reports to the VP Global Service. 

Essential Duties and Responsibilities 

Service Strategy and Performance 

• Execute service strategies to drive core growth of service revenue, improve service delivery, and drive customer loyalty through strong post-sales support. 

• Leverage data analysis tools and commercial operations partners to obtain business insights that support accurate forecasting, revenue achievement, and team member performance optimization. 

• Utilize data and analytics to inform business decisions, optimize performance through team development, and support continuous improvement Operational Leadership 

• Lead, improve, and sustain key service processes including but not limited to: Daily management, Service revenue, Quality, Inventory management, Team member onboarding, engineer cross-training, etc. 

• Drive quality and productivity by implementing standardized work processes and establishing supporting metrics. 

• Utilize and promote lean tools to facilitate process improvements, associate enablement, and collaborative problem solving to consistently satisfy customers. People Leadership and Talent Development 

• Display leadership by setting clear expectations, providing direction and coaching to ensure strong performance and achievement of revenue and profit targets.

• Champion engagement to build organizational and associate capabilities; develop future leaders and build a bench with diverse talent. Cross-Functional Collaboration 

• Partner with Sales, Operations, Finance, and M&A teams to support growth initiatives 

• Support due diligence, integration, and operational alignment related to mergers and acquisitions 

• Ensure effective communication and alignment across regional and teams 

• Other duties as assigned.

Work Environment 

• Remote work environment with regular virtual collaboration 

• Travel to customer and operational locations as required 

Required Qualifications & Experience 

• Bachelor’s degree in a technical or related field or equivalent experience (required) 

• 5+ years of experience in field service or similar support roles 

• Lean / Continuous Improvement training with practical application experience 

• Adept at organizing, analyzing and compiling data into cohesive reports and presentations utilizing Microsoft applications, Salesforce.com, and Power BI 

• Demonstrated high business acumen, with a strong ability to execute operational plans, drive customer satisfaction, and contribute to revenue growth. 

Preferred Qualifications & Experience 

• Master’s degree or MBA (preferred) 

• Directly monitoring team leading performance metrics 

• Forecasting service revenue performance and leading a team to achieve said forecast. 

• Taking personal responsibility for own performance and professional development and be a role model for company core values.

Location and Travel Requirements 

• Position may be based remotely within the United States with proximity to a major airport required 

• Travel is required up to approximately 25% to customer sites, operations locations, and integration activities