NA, After Sales Service Manager

Company Description:

Anaergia (TSX: ANRG) is a global leader in offering sustainable solutions for the production of clean energy and the conversion of waste streams to resources. Through a proven portfolio of proprietary technological solutions, Anaergia maximizes the generation of renewable energy, diversion of waste from landfill and reduction of greenhouse gases for customers across the municipal, industrial, commercial and agricultural sectors.

Headquartered in Burlington, ON, and through its multiple subsidiaries across North America, Europe, Africa, and Asia, Anaergia is trusted at more than 1,600 installations globally. For additional information on Anaergia, please visit www.anaergia.com

Job Overview

The North America (NA) After-Sales Service Manager is responsible for providing the leadership for all After Market activities from the installation of new equipment to the implementation of a services contract through lifetime connectivity with that customer. Processes within that oversight include support of sales through contract pricing on parts and service, field service coordination, management of technicians, customer satisfaction, and responsibility for the revenue and margin of the parts and service business within North America. This position is responsible for growing the NA After Sales Business year over year.

Key Responsibilities

• Lead the North American service portfolio, with accountability for service delivery, customer satisfaction, revenue, and margin performance. Services include emergency repairs, preventive maintenance, scheduled work, equipment upgrades, installations, replacement parts, and service agreements.
• Manage service expense budgets and monitor revenue, margins, and operating costs, identifying opportunities to improve profitability and cash flow.
• Oversee service workloads, technician assignments, resource utilization, and schedule commitments, proactively resolving conflicts and resource constraints.
• Prepare and oversee quotations and proposals for service agreements, preventive maintenance programs, inspections, repairs, spare parts, and technical support.
• Lead service contract negotiations within established approval limits, coordinating technical requirements and commercial exceptions with appropriate internal teams.
• Ensure timely and accurate invoicing following completion of work or achievement of contractual billing milestones, working with Finance to resolve billing issues.
• Manage spare parts sales activities, including RFQ reviews, order coordination, and customer follow-up.
• Coordinate inventory requirements and availability of critical spare parts and service materials with Supply Chain, vendors, and technical teams.
• Identify and develop opportunities to grow aftermarket revenue through maintenance agreements, contract renewals, equipment upgrades, and spare parts sales.
• Lead and develop Service Technicians by establishing clear priorities and performance expectations, conducting performance discussions, and providing coaching and mentoring.
• Assess technician training needs and ensure skills and qualifications align with assigned work, equipment requirements, and customer needs.
• Serve as the primary service contact between customers, field personnel, vendors, contractors, and internal stakeholders, communicating service updates, scheduling changes, and operational risks.
• Own escalated customer service issues and coordinate timely resolution with Engineering, field personnel, vendors, and other relevant teams.
• Ensure service activities comply with company safety policies, quality standards, contractual obligations, and customer site requirements.
• Develop, document, and maintain departmental Standard Operating Procedures (SOPs), work instructions, and service records to support consistent execution, accurate reporting, and billing.
• Track and report key service performance indicators and drive continuous improvement in service delivery, resource utilization, process efficiency, and customer satisfaction.

Required Skills and Experience

• Required Skills:

• Service Operations Management

• Leadership & Team Development

• Resource Planning & Scheduling

• Customer Relationship Management

• Communication Skills

• Problem Solving

• Workforce Management

• Proposal & Quotation Preparation

• KPI Tracking & Reporting

• Continuous Improvement

• ERP/CRM Systems Proficiency

• Cost & Profitability Management

• Experience:

• 5+ years of experience in field service, maintenance, project execution, or service operations in industrial, energy, and manufacturing.

• 2+ years of supervisory or team leadership experience managing field technicians or service personnel.

• Experience managing service activities from quotation and resource planning through execution, reporting, and invoicing.

• Experience with service scheduling, resource planning, customer support, and field service coordination.

• Experience managing service revenue, budgets, pricing, or gross margin performance.

• Experience developing service agreements, supporting commercial negotiations, and resolving customer escalations.

• Experience working with customers, contractors, vendors, and cross-functional technical and commercial teams.

• Education:

• Associate's or bachelor's degree in engineering, Engineering Technology, Business Administration, Operations Management, Industrial Technology, or a related field.

• Equivalent combination of education, technical training and relevant field service or operations experience will be considered.

• Physical Requirements:

• Ability to work in both office and field environments, including industrial, construction, manufacturing, and customer sites.

• Ability to travel domestically throughout North America as needed (up to 50%).

• Ability to occasionally lift and carry up to 25 lbs.

• Ability to use standard office equipment, including computers, keyboards, and communication devices.

• Ability to access customer sites and equipment areas as required for service oversight.

• Ability to wear required Personal Protective Equipment (PPE), including hard hat, safety glasses, steel-toed boots, hearing protection, and fall protection when required.

• Ability to work in varying environmental conditions, including indoor and outdoor settings, heat, cold, dust, and noise.

• Must be able to drive and maintain a valid driver's license and acceptable driving record.

For additional information on Anaergia, please visit www.anaergia.com.

As an Equal Opportunity Employer, Anaergia provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Anaergia will provide reasonable accommodation for qualified individuals with disabilities.