Senior Service Manager

INFINTIUM INC is an EEO Employer - M/F/Disability/Protected Veteran Status Summary: Infintium Fuel Cell Systems, Inc. is developing next-generationhydrogen fuel cell systems for industrial vehicles. We are currently lookingfor a Senior Service Manager leads a distributed team of field technicianssupporting installation, commissioning, preventive and corrective maintenance,and reliability improvements for hydrogen fuel cell systems . This candidate willbe responsible for maintaining customer relationships and directing &training the field maintenance and service processes. As we are a small team,the candidate must be capable of setting and meeting goals reliably, withlimited oversight. Responsibilities / Duties: 1. Strategic Leadership & Department Direction Set the overall vision, goals, and long-term strategy for the service organization. Translate company objectives into service department initiatives and measurable outcomes. Serve as the escalation point for complex operational, customer, or performance issues. Coach and mentor the Service Manager, ensuring leadership consistency and accountability. 2. Oversight of Processes & Procedures Own the design, standardization, and continuous improvement of service processes across the department. Ensure SOPs are documented, updated, and aligned with best practices and company standards. Evaluate process efficiency and effectiveness using KPIs, audits, and workflow analysis. Drive cross-functional process alignment with Sales, Operations, Finance, and Engineering. Lead change management efforts for new systems, tools, or procedural updates. 3. Service Department Reporting & Analytics Define service performance metrics (KPIs) and reporting standards. Oversee the accuracy, consistency, and timeliness of service reporting. Analyze trends in: Revenue and margin Service utilization and capacity SLA performance Customer satisfaction and retention Present executive-level reports with insights, risks, and improvement recommendations. Ensure reporting supports data-driven decision-making, not just activity tracking. 4. Growth, Scalability & Revenue Enablement Identify opportunities for service revenue growth, upsell, and renewal optimization. Partner with Sales and Leadership on pricing models, service offerings, and contract structures. Ensure service delivery scales effectively with company growth. Forecast staffing, tools, and infrastructure needs based on demand. Support expansion into new markets, products, or service lines. 5. People & Organizational Development Oversee workforce planning, including headcount strategy and succession planning. Set expectations and performance standards for service leadership. Support hiring, onboarding, and leadership development initiatives. Promote a culture of accountability, continuous improvement, and customer focus. Review and approve training strategies and skill development plans. 6. Financial Oversight & Budget Management Own or co-own the service department budget. Monitor costs, profitability, and operational efficiency. Review financial performance with the Service Manager and identify corrective actions. Ensure service operations align with margin and profitability targets. 7. Quality, Compliance & Risk Management Ensure service operations meet regulatory, contractual, and quality standards. Oversee customer escalation management and root cause analysis. Identify operational risks and implement mitigation strategies. Champion customer experience and service excellence. 8. Relationship Management & Executive Interface Act as the senior point of contact for key customers or strategic accounts. Communicate service performance and initiatives to executive leadership. Represent the service organization in leadership and planning forums. Align service priorities with broader business strategy Desired Knowledge / Skills • Have a self-starter mentality with strongattention to detail and commitment to quality work • Ability to handle multiple tasks simultaneouslyand ability to manage project timelines • Strong interpersonal skills and the ability toeffectively communicate cross functionally with all levels of management andexternal customers • Excellent planning, organizational, and projectmanagement skills using a variety of technological platforms • Prior experience working with material handlingequipment from a service standpoint • Knowledge of hydrogen or battery-powered vehiclesystem • Experience using SAP B1, Netsuite or a similarERP program Please visit our careers page to see more job opportunities.

Created: 2026-03-10