Senior Service Manager

Summary:

Infintium Fuel Cell Systems, Inc. is developing next-generation hydrogen fuel cell systems for industrial vehicles. We are currently looking for a Senior Service Manager leads a distributed team of field technicians supporting installation, commissioning, preventive and corrective maintenance, and reliability improvements for hydrogen fuel cell systems . This candidate will be responsible for maintaining customer relationships and directing & training the field maintenance and service processes. As we are a small team, the candidate must be capable of setting and meeting goals reliably, with limited oversight.

 Responsibilities / Duties:

1. Strategic Leadership & Department Direction

• Set the overall vision, goals, and long-term strategy for the service organization.
• Translate company objectives into service department initiatives and measurable outcomes.
• Serve as the escalation point for complex operational, customer, or performance issues.
• Coach and mentor the Service Manager, ensuring leadership consistency and accountability.

2. Oversight of Processes & Procedures

• Own the design, standardization, and continuous improvement of service processes across the department.
• Ensure SOPs are documented, updated, and aligned with best practices and company standards.
• Evaluate process efficiency and effectiveness using KPIs, audits, and workflow analysis.
• Drive cross-functional process alignment with Sales, Operations, Finance, and Engineering.
• Lead change management efforts for new systems, tools, or procedural updates.

3. Service Department Reporting & Analytics

• Define service performance metrics (KPIs) and reporting standards.
• Oversee the accuracy, consistency, and timeliness of service reporting.
• Analyze trends in:
  • Revenue and margin
  • Service utilization and capacity
  • SLA performance
  • Customer satisfaction and retention
• Present executive-level reports with insights, risks, and improvement recommendations.
• Ensure reporting supports data-driven decision-making, not just activity tracking.

4. Growth, Scalability & Revenue Enablement

• Identify opportunities for service revenue growth, upsell, and renewal optimization.
• Partner with Sales and Leadership on pricing models, service offerings, and contract structures.
• Ensure service delivery scales effectively with company growth.
• Forecast staffing, tools, and infrastructure needs based on demand.
• Support expansion into new markets, products, or service lines.

5. People & Organizational Development

• Oversee workforce planning, including headcount strategy and succession planning.
• Set expectations and performance standards for service leadership.
• Support hiring, onboarding, and leadership development initiatives.
• Promote a culture of accountability, continuous improvement, and customer focus.
• Review and approve training strategies and skill development plans.

6. Financial Oversight & Budget Management

• Own or co-own the service department budget.
• Monitor costs, profitability, and operational efficiency.
• Review financial performance with the Service Manager and identify corrective actions.
• Ensure service operations align with margin and profitability targets.

7. Quality, Compliance & Risk Management

• Ensure service operations meet regulatory, contractual, and quality standards.
• Oversee customer escalation management and root cause analysis.
• Identify operational risks and implement mitigation strategies.
• Champion customer experience and service excellence.

8. Relationship Management & Executive Interface

• Act as the senior point of contact for key customers or strategic accounts.
• Communicate service performance and initiatives to executive leadership.
• Represent the service organization in leadership and planning forums.
• Align service priorities with broader business strategy

Desired Knowledge / Skills

·       Have a self-starter mentality with strong attention to detail and commitment to quality work

·       Ability to handle multiple tasks simultaneously and ability to manage project timelines

·       Strong interpersonal skills and the ability to effectively communicate cross functionally with all levels of management and external customers

·       Excellent planning, organizational, and project management skills using a variety of technological platforms

·       Prior experience working with material handling equipment from a service standpoint

·       Knowledge of hydrogen or battery-powered vehicle system

·       Experience using SAP B1, Netsuite or a similar ERP program

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