Remote National Service Manager chez LayerZero Power Systems Inc

About Us

LayerZero Power Systems Inc. is a globally recognized leader in providing state-of-the-art power distribution solutions for critical industries. With a strong focus on reliability, innovation, and customer satisfaction, we deliver advanced power systems products that ensure an uninterrupted and dependable power supply in mission-critical environments. Our customer base is comprised of companies in the transaction processing, financial, computer service provision, and semiconductor manufacturing sectors. LayerZero Power Systems is on a trajectory of sustained growth, with a loyal customer base of existing Fortune 100 customers and an expanding portfolio of new customers. 

Position Description: 

The National Service Manager will be responsible for leading and managing the entire service organization for our critical power distribution product lines. This senior-level position oversees all aspects of field service operations, technical support, service contract management, and customer satisfaction across the United States. The ideal candidate will possess a deep understanding of electrical power systems, excellent leadership skills, and a proven track record of building and managing high-performing service teams.

Location: This is a national role, and the candidate can be based remotely or at one of our main office locations in Northeast Ohio.

• Leadership and Team Management:
  • Lead, mentor, and manage a team of regional service managers, field service engineers, and technical support specialists.
  • Develop and implement training programs to ensure the team's technical skills and knowledge of the products are current and proficient.
  • Conduct performance reviews, provide constructive feedback, and foster a culture of safety, quality, and continuous improvement.
  • Recruit, onboard, and retain top talent to meet business objectives.
  • Set up / Manage relationship with 3rd party service providers
• Service Operations & Strategy:
  • Develop and execute a national service strategy that aligns with overall company goals, including revenue growth, profitability, and customer satisfaction.
  • Oversee the scheduling, dispatch, and execution of all field service activities, including new equipment startups, preventive maintenance, emergency repairs, and site surveys.
  • Establish and monitor key performance indicators (KPIs) for the service department, such as first-time fix rate, response time, and customer satisfaction scores.
• Customer Relationship Management:
  • Act as a key point of contact for major customers and escalate critical service issues.
  • Develop and maintain strong relationships with customers, partners, and sales teams to ensure a seamless and positive customer experience.
  • Oversee the management and renewal of service contracts, ensuring compliance and profitability.
  • Implement and manage a customer feedback program to continuously improve service delivery.
• Technical Expertise:
  • Collaborate with engineering, product management, and quality teams to address product issues and provide feedback from the field.
  • Ensure all service procedures and documentation are accurate, up-to-date, and in compliance with industry standards and safety regulations.
  • Direct the technical support team in providing prompt and effective solutions to complex customer issues.
• Reporting & Administration:
  • Generate and present regular reports on service performance, financial results, and key initiatives to senior leadership.
  • Manage service tools, test equipment, and spare parts inventory to ensure operational efficiency.
  • Ensure compliance with all safety regulations, company policies, and quality standards.

Experience & Skills:

• Minimum 5 years of experience in a leadership or management role, overseeing a national or regional service team
• Proven experience in critical power infrastructure
• Excellent leadership, communication, and interpersonal skills 
• Ability to travel up to 50% of the time to customer sites, regional offices, and company headquarters
• Skilled in Microsoft Office Suite and EHS data management systems.
• Strong problem-solving and organizational abilities.
• Ability to manage multiple priorities in a dynamic, fast-paced environment.

Education:

• A bachelor’s degree is required 
• US Citizenship of C1 Permanent Resident Alien status 

What We Offer:

• Competitive salary 
• Performance-based incentives
• 100% company-paid benefits package, including medical, dental, and vision coverage
• 401 (k) with company match
• Paid time off/Holiday pay
• A positive and collaborative work environment.

Why You Will Love Working with Us:

• Impact: Develop your skills and expertise in a rapidly growing industry, with your work directly influencing the success of mission-critical projects.
• Innovation: Immerse yourself in an environment that celebrates forward-thinking and continuous improvement.
• Collaborative spirit: Work closely with engineers, marketers, and other professionals to bring ideas to life.
• Grow with us: We are committed to your personal and professional development, offering endless opportunities to improve your skills and advance your career.

LayerZero will provide equal employment opportunity without regard to race, color, religion, sex, age, national origin, disability, marital status, ancestry, or status as a veteran, as defined and required by law. This policy applies to all areas of employment, including recruitment, hiring, training and development, promotion, transfer, termination, layoff, compensation, benefits, social and recreational programs, and all other conditions and privileges of employment in accordance with applicable national, state, and local laws (i.e. Civil Rights Act, Human Rights Act, European Convention on Human Rights).