Service Technician Manager

The Service Technician Manager at Lywood Automation is a proactive and technically skilled leader responsible for overseeing the service department, managing service technicians, and ensuring exceptional customer support. This role ensures the effective execution of preventive maintenance, system troubleshooting, and emergency response services related to PLC’s, graphic terminal/SCADA systems, control systems, and instrumentation. The Service Technician Manager plays a key role in maintaining client satisfaction, optimizing team performance, and supporting the continuous improvement of Lywood Automation’s service offerings.

Duties and Responsibilities

· Oversee the scheduling and coordination of service calls, ensuring efficient deployment of service technicians. Ensure that all customer inquiries and concerns are handled professionally and effectively.

· Develop, implement, and manage preventive maintenance schedules for client equipment.

· Identify opportunities for system improvements, upgrades, and software updates to enhance performance.

· Provide training and hands-on guidance to technicians on troubleshooting, repairs, and system upgrades.

· Lead, mentor, and develop the service technician team, to help create a culture of accountability and continuous improvement.

· Conduct performance evaluations, set goals for the service department, and implement professional development initiatives.

· Ensure adherence to safety protocols and industry standards.

· Oversee the service department’s on-call rotation schedule and ensure prompt emergency response.

· Work closely with and provide resource assistance to other departments within Lywood Automation, as needed.

· Coordinate quick resolutions for urgent client issues, minimizing downtime and disruptions.

· Serve as an escalation point for critical technical challenges that require advanced troubleshooting.

· Maintain accurate service records, documenting resolutions, maintenance history, and client recommendations.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Bachelor’s degree in Electrical Engineering, Automation, or a related field (preferred).

· 5+ years of experience in technical service, field maintenance, or automation systems, with at least 2 years in a leadership or managerial role.

· Strong organizational skills with the ability to manage multiple service requests simultaneously.

· Proficient communication skills with a customer-first mindset.

Core Competencies:

· Leadership and Team Development

· Strong Communication Skills

· Empathetic and thoughtful customer service

· Customer Relationship Management

· Problem-Solving

· Technical Expertise

· Emergency Responsiveness

· Automation technical knowledge

· Strong Organizational Skills

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

Benefits:

Schedule:

Work Location: In person