Parts & Services Service Excellence Manager

Role Overview

• Lead nationwide service performance elevation initiatives, ensuring alignment with P&S operational strategy.
• Strengthen customer satisfaction by enabling branches to deliver reliable, high-quality service in alignment with customer expectations.
• Manage and execute strategic projects requiring specialized expertise, delivering measurable business impact across the service network.
• Drive performance turnaround programs in underperforming branches or functional areas to improve uptime, utilization, and customer KPIs.
• Oversee standardization of service practices, ensuring consistency across all branches, field teams, and specialist groups.
• Ensure compliance with ISO, internal quality standards, safety frameworks, and customer contractual requirements.
• Develop and maintain SOPs, quality audit programs, service readiness checklists, and performance review structures.
• Audit service operations, identify gaps, and drive process optimization.
• Lead the integration of digital tools, reporting systems, and service technologies into branch operations to support operational excellence.
• Strengthen utilization of warranty systems, data dashboards, and technical reporting platforms.
• Develop branch-level tools and processes that improve customer communication, root-cause reporting, and service follow-up.
• Generate reports that improve visibility of utilization, performance bottlenecks, warranty trends, and improvement opportunities.
• Develop service and maintenance costing models for RFQs and extended service contracts.

Requirements

• Industrial/Mechanical/Electrical Engineering degree or related experience
• An additional business degree will be an advantage
• Proven ability to manage multiple projects simultaneously
• 10+ years’ experience in the mining industry or related heavy-equipment environment

Benefits

• Benefits eligibility that begins 30 days after start date
• Health care eligibility that includes medical, dental, vision, prescription, and telemedicine
• Paid vacation with up to 80 hours available to roll over into the next year of accrued and unused PTO time to the upcoming calendar year
• A very strong 401(k). We contribute 5% annual salary to the Retirement Savings plan. We also match 50% of the first 6%.
• Tuition reimbursement
• Company laptop and cell phone
• Opportunities for competence development and training
• Career advancement