United in Performance. Inspired by Innovation.

Performance unites us, innovation inspires us, and commitment drives us to keep moving forward. Count on Epiroc to deliver customer-oriented solutions needed to succeed today and the technology to lead tomorrow. To do this, we believe in diverse teams that work together across borders to develop, produce, market and service the most innovative products available. Grow your career at Epiroc Group!

At Epiroc USA LLC, our Parts and Service (PSD) Division provides a broad range of services with the aim of maximizing customers’ productivity. We focus on spare parts supply, professional service, support solutions and training.

The Service Manager is a critical leadership role that’s responsible for all service activities including Work in Progress, Recruiting, Financials, and provides solutions for customer issues occurring on any piece of Epiroc equipment in the assigned territory. This role also requires partnering in the development of our company’s service structure and providing excellent communication, technical support and service presence to customers.

The work environment includes being regularly exposed to work near moving mechanical parts, fumes or airborne particles and outdoor weather conditions. Noise protection is required in this role. Service Managers are occasionally exposed to high, precarious places, toxic or caustic chemicals and the risk of electrical shock. This position is considered Safety Sensitive.

Responsibilities:

• Develop and promote the service aspect of our business to generate profitable service revenue, and maintain customer satisfaction with our equipment
• Performs supervisory responsibilities in accordance with Epiroc USA policies and applicable laws; responsibilities include interviewing, hiring and training employees; planning, assigning and delegating work; evaluating performance and disciplining employees, if needed; addressing complaints and resolving problems
• Provide leadership for the direction, coordination and evaluation of the service center’s aftermarket employees
• Lead, manage, coach, and train employees in a fashion that is consistent with our company’s culture and management philosophy
• Implement procedures to ensure that all service activities are performed in an organized and structured manner
• Manage all service resources as required to achieve targeted goals and objectives
• Ensure all technicians and subcontractors receive competency development on product, technical and administrative areas
• Handle warranty related issues with customers and customer center personnel
• Supervise and work with technicians in the field to ensure they understand expectations and are performing to a high level
• Organize, document and maintain procedures for all service functions
• Create a proactive, resourceful, and self-directed organization that is able to respond to customer needs and wants immediately and in the most efficient way possible
• Conduct failure analysis and train technicians and other regional personnel on failure analysis on any recurring issue at a customer site, and relentlessly pursue solutions until the issue is resolved
• Act in absence of other members of the regional management team and be able to lead other groups in the conduct of Epiroc business in the territory (Parts, Sales, Warehousing, etc.)
• Maintain all assigned resources and facilities to the highest state of readiness possible, following Regional 5S guidelines, and company policies and procedures
• Ensure service center compliance with all safety and environmental guidelines set forth by headquarters personnel; manage all safety and training programs
• Continually drive for more business in the service group expanding our service model to component rebuilds, heavy welding and line boring, service contracts, PM assist contracts, and contract labor both mechanical and electrical
• Maintenance and support of a fleet of rental machines for external customers, with a focus on reduction of internal work orders required on the machine(s)
• Maintaining courteous and professional demeanor and communication with customers and internal staff at all times

Requirements:

• Bachelors of Science degree in a related discipline is preferred, and/or a minimum of 5 years of practical related experience in the mining or construction equipment field
• Prior demonstrated experience successfully leading teams of employees required
• Effective communication skills, including presenting information and responding to questions from groups of managers, clients, customers, and the general public
• Strong mechanical/technical background is required for issue resolution & reasoning/discussing “root cause analysis” back to customers
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, blue prints, hydraulic schematics, electrical and circuit drawings and diagrams, and governmental regulations
• Ability to write reports, business correspondence, and procedure manuals
• Advanced training in computer aided maintenance systems, reporting, databases, and spreadsheets are preferred qualifications
• Possess a valid/active driver’s license
• Maintain current US Department of Labor, Mine Safety & Health Administration required training certificates, and keep up to date with all customer specific site safety requirements
• Compliant with Department of Transportation policies regarding service vehicles and trailers
• Travel is required in this position

Company presentation:

Employment at Epiroc USA LLC is “at-will,” which means that either you or the company can terminate the employment relationship at any time, with or without prior notice, and for any reason not prohibited by statute, in accordance with state and federal guidelines. All employment is continued on that basis. No supervisor, manager or executive of the company, other than the General Manager in a signed writing, has any authority to alter the foregoing. Signature of this document serves as acknowledgment of receipt and does not create a contract of employment.

Epiroc USA LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.