National Service Operations Support Manager

United in Performance. Inspired by Innovation.

Location:

Remote

Work Type:

Remote - Frequent travel to customer sites

Sponsorship & Relocation:

This opportunity isnot approved for Visa sponsorshipand only candidates who currently have the right to work in the United States of America will be considered.

This opportunitydoes not provide relocation

Mission:

At Epiroc USA LLC, our Parts and Service Division (PSD) 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 National Service Operations Support Manager's mission is to establish and maintain efficient processes that drive growth within the Parts and Service Division (PSD), while also identifying opportunities to improve efficiencies within PSD Service Centers and Dealer Partners. Success in this role requires a balance of initiative, self-direction, and strong collaboration. Effective communication and the ability to align individual goals with broader organizational objectives are critical for achieving results. A strong understanding and appreciation of people and their motivations will enable the creation of effective communication and decision-making processes, fostering collaboration, trust, and alignment across teams. A confident, extroverted communicator who can influence both individuals and teams will thrive in this role. By sharing responsibility for achieving results, delegating effectively, and doing so in a poised and engaging manner, you will fulfill the mission of this role. Additionally, the Support Manager must respond swiftly to changes, inspiring others to adapt in a fast-paced, evolving environment.

The role focuses on increasing market share and profitability in the Aftermarket business in the US by:

• Demonstrating clear and visible leadership internally, throughout Epiroc USA LLC, and externally with dealers and customers.
• Taking a company-first approach to safeguarding the business for Epiroc employees, customers, dealers, and shareholders.
• Driving customer loyalty by providing the best product support, regardless of distribution channel, customer segment, or location.
• Developing and executing strategic initiatives through our direct locations.
• Identifying and implementing business and process improvements to enhance cost efficiency and market contribution without sacrificing profitable revenue growth.

Developing these areas requires close and balanced cooperation with other business lines, sales teams, service center personnel, dealers, and central support, all driven by solid customer feedback.

The work environment is representative of what an employee encounters while performing the essential functions of this job within an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually low to moderate.

Responsibilities:

• Manage a team providing professional product support for both direct customers and indirect channels.
• Collaborate with Product Company and divisional personnel to ensure the warranty process captures and reports accurately, driving continuous improvement in equipment and customer satisfaction.
• Lead with a strategic mindset by developing of best-in-class training programs to ensure proper maintenance and operation of Epiroc equipment by corresponding stakeholders.
• Strong leadership focused on employee development, grounded in a sincere appreciation for individual motivations and needs, fostering effective communication and decision-making processes within the team.
• Oversee the full employee lifecycle, including recruiting, onboarding, performance management, training, and succession planning, in alignment with the Epiroc Way.

Requirements:

• Minimum bachelor's degree or extensive relevant experience in the mining and construction business.
• 10 years of experience in the US construction and mining industries, preferably with a background from direct sales, as well as distributor management and product management.
• Proven background in managing and directing multiple locations across several states.
• Strong background in supporting and managing parts and service sales through distributor partners.
• Excellent communication skills with a natural ability to engage and empathize, showing warmth and enthusiasm towards both individuals and teams.
• Proficiency in MS Office, particularly Word, Excel, and Outlook.
• Ability to build and maintain effective relationships with colleagues and stakeholders across different teams, even without direct reporting lines.
• Willingness to promote a positive and safe working environment for both co-workers and customers.
• Travel domestically and occasional international travel forms part of the daily job of this position.

Benefits:

• Compensation - $140,101.00 - $210,152.00 annual base salary + Variable Commission
• Benefits eligibility begins the 1st of the month after start date
• Health care eligibility - including medical, dental, vision, prescription and telemedicine
• Wellness program
• Employee discounts
• Short and long-term disability insurance
• Life and AD&D insurance
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)
• Employee Assistance Program
• 401(k) plan
• Direct deposit
• Tuition reimbursement program
• Paid Vacation

Life at Epiroc:

Employment at Epiroc Drilling Solutions 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 Drilling Solutions 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.

United. Inspired.Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward.

This job posting will remain open until the position is filled.

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