Parts & Services Service Excellence Manager
Sandvik
full-time
Posted on:
Location Type: Remote
Location: Arizona • Colorado • United States
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About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service performance elevationstrategic project managementprocess optimizationSOP developmentquality audit programsservice costing modelsdata analysisperformance review structuresroot-cause reportingservice readiness checklists
Soft Skills
customer satisfactionleadershipcommunicationproject managementproblem-solvingteam collaborationstrategic thinkingadaptabilityanalytical thinkingattention to detail
Certifications
ISO compliancequality standards certificationsafety frameworks certification