National Service and Repair Manager
Emerson
The National Service Manager will lead Branson's service operations, overseeing field teams, while ensuring customer satisfaction.
In this role you will set service standards, manage budgets, and develop strategies for efficient, high-quality service delivery. In addition, you will train staff, handle escalations, and coordinate with sales/product teams for continuous improvement. You will provide technical support and training to International Depot Centers, while working closely with Product Management and Quality involving product specs and performance issues on new and existing products.
- Utilization of Oracle Field Service CX Tool: Schedule technicians, manage parts, optimize routes for paid jobs (maintenance/repairs), and improve overall product/personnel support by centralizing dispatch, tracking, and communication, leading to faster fixes and better customer satisfaction. Daily contact with customers to determine if problems are equipment, application or product support related.
- Analyze problems and direct resources to resolve customer issues. Assign and coordinate resources including Field Service Technicians, Contract Service Organizations, Product Support Engineering and Applications Engineering.
- Team Leadership: Recruit, train, mentor, and manage field service technicicans to achieve a monthly Billable Utillization => 85%.
- Customer Satisfaction & Operational Excellence: Act as escalation point for complex issues, ensuring resolution and fostering a customer-centric culture. And improve service systems, processes, and policies for timely installations, repairs, and maintenance.
- Provide technical support to international depot locations to include: Technical Bulletins, ongoing product support, new product training, technical data sheets, and spare parts listings.
- Review all FSO’s (Field Service Orders) for equipment failures, warranty changes and correct billing charged. Review and authorize payment of their monthly invoices to Branson for services rendered.
- Work closely with Engineering and quality functions on new products and all safety/quality related issues. File and follow up on all ROCC’s (Register of Customer Complaints) and Q-Sights (Quality) that originate from Sales Engineers and-or Aftermarket personnel.
- To establish and insure department, company policies and procedures are maintained for quality and safety of our field service to our customers.
For This Role, You Will Need:
- Associates Degree in Electronics or equivalent
- Minimum 5 years experience in electro/mechanical electronics
- Knowledge in Ultrasonics, Industrial Cleaning, Metal Welding or related Non-Ultrasonics products
- Supervisory experience
- Strong leadership, communication and problem solving skills
- Legal authorization to work in the United States - Sponsorship will not be provided for this position.
- Experience in service operations, staff development and process improvement
- Ability to work strategically, manage a nationwide operation and travel up to 30%
Our Culture & Commitment to You:
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.
We recognize the importance of employee wellbeing. We prioritize providing flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
Learn more about our Culture & Values.
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Our Commitment to Our People
At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.
We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.
Work Authorization
Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT) , H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
Accessibility Assistance or Accommodation
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com.
Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!
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The National Service Manager will lead Branson's service operations, overseeing field teams, while ensuring customer satisfaction. In this role you will set service standards, manage budgets, and develop strategies for efficient, high-quality service delivery. In addition, you will train staff, handle escalations, and coordinate with sales/product teams for continuous improvement. You will provide technical support and training to International Depot Centers, while working closely with Product Management and Quality involving product specs and performance issues on new and existing products.