Proactive Service Manager

Grand Rapids, MI - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Position Summary

The Proactive Service Manager owns Stiles national proactive service strategy and dayâtoâday execution with direct leadership of the Proactive Service Team - a specialized team of highly skilled Field Service personnel focused on Preventive Maintenance (PMs) modernization installations onâsite training and advanced troubleshooting. This role is accountable for capacity planning territory deployment scheduling efficiency standardized procedures performance management and crossâfunctional alignment across LCS Advisors Regional Service Managers (RSMs) Technical Support Product/Engineering and factory partners.

Essential Functions:

Team Leadership & Development

o Lead coach and develop Proactive Service Team Leads and Service Reps; set expectations for scope quality safety and customer engagement.

o Build a robust talent pipeline (selection onboarding mentorship certification paths) in partnership with Technical Support Stiles University and HR.

o Conduct performance reviews ride-alongs quality checks and continuous feedback; recognize excellence and address gaps promptly.

Strategic Planning

o Translate company objectives into a proactive services roadmap covering PM programs modernization bundles onâsite training offerings and Proactive Service Team deployment plans.

o Use machineâpopulation heat maps install base intel and demand signals to prioritize territories and annual capacity targets.

o Design tiered proactive care programs (e.g. subscription PMs upgrade packages) that scale nationally and align with LCS pricing and margin goals.

Financial and Operational Management

o Own proactive services P&L inputs at the manager level: labor utilization travel efficiency attach/crossâsell rates and job margins (in coordination with Finance and LCS).

o Establish KPI dashboards and operating cadences; report weekly/monthly performance risks and improvement actions.

o Optimize scheduling routing and parts readiness to reduce lead time and drive predictable throughput.

Program Execution / Service Operations

o Standardize PMI procedures checklists documentation and modernization install playbooks; ensure consistent quality nationally.

o Partner with Scheduling to maintain a forwardâloaded calendar and rapid response windows for highâvalue customers.

o Ensure field readiness (tools parts kits firmware/software documentation) and closeâloop reporting after every visit.

Proactive Service Team Leadership

o Help define the Proactive Service Team mission scope of services and customer engagement standards; set deployment and backfill policies.

o Select highâimpact opportunities (multimachine PM waves upgrade campaigns training intensives tough troubleshooting) and lead field execution.

o Leverage Proactive Service Team engagements to mentor local Service Reps spread best practices and accelerate organizational skill development.

Cross-Functional Collaboration

o Partner with Project Product Sales and Service leadership to ensure alignment with company direction.

o Maintain proactive communication with leadership regarding team performance customer feedback and strategic initiatives.

Qualifications

710 years in Field Service Technical Operations or Maintenance Management with progressive leadership responsibility.
Demonstrated success leading field teams running multiâsite programs and delivering on KPIâdriven operational goals.
Strong grasp of PM principles reliability/conditionâbased maintenance and upgrade/modernization practices.
Operational acumen across scheduling routing utilization and cost control; comfortable with dashboards and basic P&L entry.
Excellent communication and customerâfacing presence; skilled at crossâfunctional alignment and change leadership.
Valid drivers license; ability and willingness to travel 4050%.

Skills and Abilities

Strategic planning translated into executable operating plans.
Coaching performance management and succession development.
Dataâdriven decision making; KPI dashboards (Excel/BI) route and load optimization.
Proficiency with Microsoft Office (Word Excel Outlook PowerPoint); familiarity with CRM/ERP tools
Advanced problem solving; calm under pressure; continuous improvement mindset.
Strong written/verbal communication for internal/external stakeholders.

Work Environment:

Office / Customer Site / Field / Warehouse environments as assignments require.

Required Experience:

Manager

Position SummaryThe Proactive Service Manager owns Stiles national proactive service strategy and dayâtoâday execution with direct leadership of the Proactive Service Team - a specialized team of highly skilled Field Service personnel focused on Preventive Maintenance (PMs) modernization installatio...