Service Program Manager

Olympus Controls (www.olympus-controls.com) is a fast-paced Automation Company that has an opportunity for a Service Program Manager to join our growing company. We offer a dynamic environment with competitive salary and health benefits for the right type of highly motivated individuals. Olympus Controls is part of the Automation Group of Applied Industrial Technologies (NYSE: AIT).Olympus Controls and its sister companies in the Automation Group design, integrate and support advanced automation systems across North America, and we are now establishing a formal service business around that installed base. Today we deliver preventive maintenance and field support on a limited basis. The Service Program Manager will define what our service offering is, how it is priced and sold, how it is delivered, and what systems and people are required to run it — and then stand it up.The Service Program Manager is a process-oriented leader who serves as the primary link between customers, field technicians and company leadership. The role combines commercial design — building the service offering, pricing model and contract structure — with operational delivery, including resourcing, technical escalation and customer satisfaction. Success requires the ability to manage multiple workstreams at once, to influence teams that do not report directly to this role, and to thrive in an environment with quickly changing priorities. The Service Program Manager will be a champion of Service across the organization.Duties/Responsibilities:Define and launch our service offering, including preventive maintenance packages, service levels and standard quote formatsDevelop the pricing and margin model for service contracts, and establish the contract structures and terms used across the businessDesign and implement the processes and systems needed to run a service operation, including customer call tracking, dispatch, resource allocation and schedulingEstablish service KPIs — including technician utilization, response and completion performance, contract bookings and margin — and report against them to leadershipBuild and maintain the installed base registerSupervise, mentor and evaluate field service technicians and engineers, including shared and regionally based resourcesEnsure timely completion of maintenance, repair, installation and service callsDefine and coordinate the technical training and certification path for service technicians on priority product linesPartner with Sales to build the service sales process and supporting collateral, and to enable sales teams to sell service to maintenance and operations buyersWork with sister companies across the Automation Group to extend the service program nationally, aligning standards, resourcing and commercial rules across regionsMaintain high standards of safety, quality and productivityDevelop and sustain strong customer relationships by working proactively to meet expectationsEnsure compliance with company policies, sa...