Service Operations Manager, CSC NASA

United. Inspired.Performance unites us, innovation inspires us, and commitment drives us to keep moving forward.

All new thinkers are welcome.We are looking for candidates who want to develop, grow, and dare to think new. Innovation is an important part of our DNA. If you appreciate an environment where you get to think new and constantly evolve, you will thrive here.

Join Our Team as a Service Operations Manager at Epiroc!

The Service Operations Manager, CSC NASA oversees the implementation & maintenance of the effective processes and KPIs required to ensure aftermarket service & configuration are performed efficiently and accurately in order to meet customer and business demands for all hydraulic attachments in the NASA region. The role manages recovery efforts, service variances, and administrative processes while leading a high-performing team of service & configuration technicians, and administrative staff.

This position is responsible for promoting Epiroc's attachment service products and capabilities, acting as the factory authorized service liaison between the product company and the CSC, driving process improvements, maintaining cost efficiency, supervising service and configuration technicians, and supporting operational transformation initiatives. Success in the role requires strong leadership, clear communication, and a collaborative, continuous improvement mindset to ensure seamless integration between service operations and broader business processes supporting customer delivery and operational excellence across all current and future service locations in the NASA region.

Work Type: This position is based onsite at the CSC NASA Configuration Center in Akron, Ohio, with frequent travel across North and South America. The role involves working in facilities with moving machinery and occasional exposure to fumes or airborne particles. International assignments may include outdoor and field service environments with varying conditions. Adherence to Epiroc safety standards and use of PPE is required as applicable.

Responsibilities:

Regional Leadership & Growth
* Establish and expand service capabilities in South America while strengthening the North America footprint.
* Define and implement regional service strategies that align with commercial and product company goals.
* Promote Epiroc's attachment service products and aftermarket capabilities to support revenue growth, rebuild programs, and customer loyalty.
* Collaborate with the commercial team to identify and provide internal and external service training opportunities for all attachments
* Develop metrics, reporting, and governance to measure service performance across the Americas and drive continuous improvement.

Team Leadership & Development
* Lead, coach, and develop service technicians, configuration technicians, and administrative staff within CSC NASA.
* Recruit and build service teams in new regions, ensuring cultural alignment and technical competency.
* Promote professional, customer-focused communication and collaboration across countries and cultures.
* Foster a safety-conscious work environment aligned with Epiroc values.

Operational & Process Excellence
* Oversee daily service and configuration activities at the CSC NASA Configuration Center.
* Implement standardized service processes across the Americas, including warranty handling, service recovery, and failure analysis.
* Partner with Sales and Product Companies to align warranty and service expectations with operational capabilities.
* Monitor service variances and financial performance, taking corrective action as needed.
* Ensure compliance with company policies, safety/environmental standards, and applicable regional regulations.

Knowledge/Education:

• Bachelor's degree in a related field preferred, or equivalent practical experience in service operations within a manufacturing or equipment environment.
• Minimum 7 years of progressive service leadership experience, including responsibility for building or expanding regional operations.
• Strong mechanical/technical knowledge with the ability to support issue resolution and root cause analysis.
• Effective communication and presentation skills with the ability to engage customers, leadership, and technical teams.
• Spanish and/or Portuguese language skills strongly preferred.
• Demonstrated experience leading diverse teams across multiple geographies; cross-cultural communication skills required.

Skills and Abilities:

• Proven ability to establish processes, drive continuous improvement, and deliver measurable business results.
• Effective communication and presentation skills with the ability to engage customers, leadership, and technical teams.
• Proficiency with technical documentation, reporting tools, and computer-aided maintenance systems.
• Valid driver's license and ability to travel regionally and internationally (25-40%).

About us.Epiroc is a global productivity partner for mining & construction customers and accelerates the transformation toward a sustainable society. With ground-breaking technology, we develop and provide innovative and safe equipment, such as drill rigs, rock excavation and construction equipment and tools for surface and underground applications. We also offer world-class service and other aftermarket support as well as solutions for automation, digitalization and electrification. Our global headquarters is based in Stockholm, Sweden and we have around 18,000 passionate employees supporting and collaborating with customers in over 150 countries around the world. Learn more at epirocgroup.com.

We succeed in our core business because we are passionate innovators with courage to change.With collaboration and mutual confidence, teams and individuals trust and support each other's abilities to offer solutions. Together, we lead the way to make mining and construction more sustainable.

Epiroc offers rewarding experiences and professional growth opportunities.Recognition for your hard work includes:

• Benefits eligibility begins the 1st of the month after start date
• Health care eligibility - including medical, dental, vision, prescription and telemedicine
• Wellness program
• Employee discounts
• Short and long-term disability insurance
• Life and AD&D insurance
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)
• Employee Assistance Program
• 401(k) plan
• Direct deposit
• Tuition reimbursement program
• Paid Vacation
• Paid Sick Time

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.

Join us, and be part of a diverse, innovative and highly collaborative team. An inclusive workplace that allows people to thrive. Inclusion is foundational for our Epiroc culture. We want all our people to have a strong sense of belonging. As we work in diverse teams across geographies, cultures, and professional areas, inclusive behavior is something we expect from ourselves and each other. We are continually looking for ways to strengthen our inclusive culture.

A place where we all matter.Epiroc's diversity approach is holistic, and our goal is to continue attracting, developing and retaining talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives.

Employment at Epiroc CSC is "at-will," which means that either you or the company can terminate the employment relationship at any time, with or without prior notice, and for any reason not prohibited by statute, in accordance with state and federal guidelines. All employment is continued on that basis. No supervisor, manager or executive of the company, other than the General Manager in a signed writing, has any authority to alter the foregoing. Signature of this document serves as acknowledgment of receipt and does not create a contract of employment.

Epiroc CSC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

United. Inspired.Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward.In the 150 countries where you can find Epiroc, we encourage our employees to take ownership of their own development and careers with the support of their leaders. We are committed to giving you every opportunity to succeed in a culture of innovation, diversity, and collaboration, combined with a caring atmosphere.

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