Sr. Service Manager

The Senior Service Manager owns the global service organization end to end: field service delivery, preventive maintenance programs, technical support, spare parts strategy, warranty administration, and service revenue performance.

This is a working leadership role. You will manage a distributed team across our Florida headquarters and our Virginia service hub, coordinate service delivery through international field resources and third-party partners, and remain close enough to the equipment to diagnose a problem yourself when a technician is stuck at 2 a.m. on the other side of the world.

You are accountable for uptime at client sites, for the quality and consistency of every service visit, and for building the systems and discipline that let the service organization scale without losing responsiveness.

Key Responsibilities

Service Operations

• Own global service delivery: installations, commissioning, preventive maintenance intervals, corrective repairs, and emergency response.

• Establish and enforce service standards — documented procedures, checklists, service reports, and closeout requirements — so that every visit produces the same quality of outcome regardless of who performs it.

• Define and manage service KPIs: first-time fix rate, mean time to respond and repair, PM compliance, backlog age, and escalation volume.

• Run the escalation path for critical client-impacting failures, including root cause analysis and corrective action back into Engineering and Production.

Team Leadership

• Lead, schedule, and develop a distributed service team including field service technicians, a field service coordinator, and mobile shredding personnel across multiple U.S. locations.

• Build technician competency: onboarding, technical training paths, certification tracking, and cross-training so coverage does not depend on any single individual.

• Manage dispatch and capacity planning against a fluctuating service calendar and client-driven scheduling windows.

• Set performance expectations, conduct reviews, and handle staffing decisions for the service organization.

International & Partner Service

• Coordinate service delivery across international regions through internal resources, European subsidiary operations, and authorized third-party service partners.

• Qualify, onboard, train, and audit third-party service providers; own service-level agreements and hold partners to them.

• Manage cross-border logistics for parts, tooling, and technician deployment, including documentation and lead-time planning.

Commercial & Vendor Management

• Own service contract structure, renewals, and pricing for maintenance agreements, extended coverage, and time-and-materials work.

• Drive service revenue and margin performance; identify and convert attach and renewal opportunities in coordination with Sales.

• Manage warranty policy, claims adjudication, and cost recovery.

• Own spare parts strategy: stocking levels, critical spares, obsolescence, and vendor sourcing in coordination with Purchasing.

Compliance, Safety & Systems

• Own service-side EH&S: job hazard analysis, lockout/tagout, PPE compliance, incident reporting, and safe work practices at client sites.

• Ensure service documentation supports certification and chain-of-custody requirements, including destruction records where applicable.

• Maintain service data integrity in the ERP system — work orders, service transactions, billing accuracy, and asset history.

• Interface with Quality on field failure trends, corrective actions, and continuous improvement.

At Phiston Technologies, Inc., we believe in innovation, proactive product development, and secure destruction of data. We pride ourselves on being the leading physical data destruction company in the United States. Our clients include some of the top tech companies globally, such as Amazon, Facebook, and Salesforce.

Our products were engineered in response to the rapid growth of information technology and the inherent rise of data breaches across multiple industries. We deeply understand the standards that government and private entities must follow to protect sensitive information from data security breaches.

Our product line-up shows our continued commitment to ever-changing technology and data security demands. We have the only hassle-free automated crushing systems widely reviewed as a necessity in large organizations. Phiston carries a wide array of products from portable desktop destruction destroyers to enterprise-level data center destruction machines.