Operational Service Manager

Come Grow with Us – Whether it is creating green energy, developing life-saving medicine, or enabling nano-technology, the Intelligent use of vacuum is essential in tackling the challenges of our future.

As diverse and boundless as the world of vacuum is, so are the jobs and opportunities at Busch. This is the career you’ve been looking for. Joining the Busch team means working in a family owned, fast paced, and innovative team environment supported by over 3500 professionals in 44 countries across the globe. As for our Canadian Team, we have direct OEM presence in Canada and four sites across the nation; Montreal, Toronto, Vancouver and Calgary!

Operational Service Manager

In short,

As Service Manager, you are responsible for leading and optimizing the service operations to ensure high-quality support, customer satisfaction, and operational efficiency. You manage service teams, coordinate field activities, and act as the key interface between customers and internal departments. Your role is pivotal in maintaining service excellence, driving continuous improvement, and supporting business growth through reliable and responsive service delivery.

Main Tasks and Responsibilities

• Expected for all

• Respect and apply the Busch Value System, namely:

• • objective communication (fact based, no interpretation),
  • team spirit (good relationship with each colleague, mutual support),
  • motivation and involvement (practical help, professional behavior, anticipation of needs, etc.),
  • trust and respect (inspire and work in trust, no ironic criticism),
  • discipline (complies with policies, standards, etc.) and consistency (ensure activities are in line with company goals).

• Apply the safety rules throughout the company and report without delay to the manager any situation endangering the integrity of people or property.
• Commit to limiting the environmental impact of your actions (selective sorting, saving of water, paper and energy, ...).

• Service Operations Management

• Plan, coordinate, and supervise all service activities including installations, maintenance, repairs, and technical support.
• Ensure service requests are handled promptly and efficiently, maintaining high levels of customer satisfaction.
• Coordinate product transfer activities.
• Monitor service workflows and implement improvements to reduce response times and increase first-time fix rates.
• Maintain accurate service records and ensure compliance with service-level agreements (SLAs).

• Team Leadership & Development

• Recruit, onboard, and train service technicians and support staff.
• Conduct regular performance reviews and provide feedback, coaching, and development plans.
• Foster a culture of accountability, safety, and continuous learning within the service team.
• Ensure adequate staffing and skill coverage to meet service demand across regions.

• Customer Relationship Management

• Serve as the escalation point for complex or high-impact customer service issues.
• Build and maintain strong relationships with key customers, ensuring their service expectations are met or exceeded.
• Conduct service review meetings with major clients to discuss performance, feedback, and improvement opportunities.
• Support the sales team in pre-sales and after-sales service discussions, including contract negotiations.

• Process Improvement & KPI Management

• Define and track key service performance indicators (e.g., MTTR, customer satisfaction, service backlog).
• Analyze service data to identify trends, root causes, and areas for improvement.
• Lead initiatives to standardize service processes and documentation across locations.
• Implement best practices and continuous improvement methodologies (e.g., Lean, 5S, Kaizen).

• Cross-functional Collaboration

• Collaborate with Engineering and R&D to provide feedback on product performance and serviceability.
• Work with Supply Chain to ensure availability of spare parts and tools.
• Coordinate with Quality and EHS teams to ensure compliance with safety and regulatory standards.
• Support marketing and sales with technical input for service offerings and campaigns.

Profile

• Functional Competencies

• Experience managing service operations, including installations, maintenance, and technical support
• Solid understanding of technical products and ability to support troubleshooting
• Proficiency with service management systems (e.g., CRM, ERP, ticketing tools)
• Ability to monitor and act on service KPIs and SLAs
• Knowledge of customer support workflows and escalation handling

• Methodological Competencies

• Strong project management skills for service initiatives and rollouts
• Analytical approach to solving recurring service issues
• Experience implementing continuous improvement in service processes
• Ability to align service operations with strategic business goals
• Competence in managing service budgets and resource planning

• Leadership & Interpersonal Competencies

• Proven ability to lead, coach, and develop service teams
• Strong customer orientation and relationship-building skills
• Effective cross-functional collaboration with internal departments
• Clear and persuasive communication with stakeholders
• Resilience and integrity in high-pressure or crisis situations

• Other skills/legal disclaimer (optional)

• Valid Driver’s License

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.