Director of Service

Company: Sepro America Llc
Location: Warrendale
Posted on: February 14, 2026

Job Description:

Job Description Job Description Director of Service – North America (U.S., Canada & Mexico) Location: Onsite – Pittsburgh, PA (In-Office Required) About Sepro Sepro is a global leader in robotic automation for the plastics industry. We’re known for reliable technology, strong customer partnerships, and a hands-on service culture. As our installed base and customer expectations continue to grow, we’re looking for a service leader who can scale operations, sharpen execution, and build a best?in?class service organization across North America, including the U.S., Canada, and Mexico. The Role The Director of Service – North America owns the strategy, performance, and day?to?day execution of Sepro’s service organization supporting robotic automation systems across the U.S., Canada, and Mexico. This role blends leadership, technical credibility, customer focus, and business acumen. You’ll lead field service, technical support, training, installations, spare parts, and service sales—while driving uptime, customer satisfaction, and profitable service growth. This role is both strategic and hands?on. We’re looking for someone who can set direction and roll up their sleeves when needed. What You’ll Be Responsible ForStrategic Leadership Define and execute the North American service strategy aligned with global objectives and regional business goals. Build and expand service offerings, including preventive maintenance programs, retrofits and upgrades, training, spare parts, and billable service interventions. Partner with global teams on new product launches, providing input on serviceability, documentation, and long?term support needs. Operational Excellence Oversee system installations, commissioning, and service delivery across North America, including the U.S., Canada, and Mexico. Ensure effective deployment, coverage, and utilization of field service technicians. Improve scheduling, dispatch, parts availability, and response times to minimize customer downtime. Establish and refine standard processes, KPIs, and best practices for service operations. Customer Experience & Escalation Management Act as the senior escalation point for key customers and critical service issues. Work closely with Sales, Engineering, and Product teams to create a strong feedback loop from the field. Track, analyze, and improve customer satisfaction metrics and service performance trends. Financial & Business Growth Own the service P&L, including budgeting, forecasting, and performance reporting. Drive growth in service revenue through contracts, spare parts, upgrades, and value?added services. Analyze market trends and competitive service offerings to continuously strengthen Sepro’s service value proposition. Team Leadership & Development Lead, coach, and develop service managers, supervisors, field technicians, and support staff. Build a culture centered on safety, accountability, technical excellence, and customer trust. Implement structured training, onboarding, and certification programs to support a growing and evolving team. What We’re Looking For 10 years of progressive experience in service, operations, or technical leadership roles, ideally within automation, robotics, industrial equipment, or capital machinery environments. 5 years of experience leading managers and supervisors within a service or technical organization. Demonstrated experience inheriting and leading large, established service teams across multiple locations. Strong understanding of field service operations, installations, commissioning, and lifecycle support. Proven ability to assess existing processes, improve performance, and drive accountability without unnecessary disruption. Financial acumen with hands-on experience managing service budgets, forecasting, and revenue performance. Comfortable partnering cross-functionally with Sales, Engineering, Product, and global stakeholders. Willingness to travel occasionally across North America, including the U.S., Canada, and Mexico (limited travel, including occasional trips to Canada and Mexico). Ability and willingness to work onsite in the office as a core leadership expectation. Why This Role Matters This is a highly visible leadership role with real influence on customer experience, revenue growth, and how Sepro is perceived in the market. You’ll inherit a well-established service organization and be responsible for strengthening execution, developing leaders, and scaling the function as the business grows. You’ll have the opportunity to make meaningful, lasting improvements—without needing to rebuild from scratch. Equal Employment Opportunity Sepro America is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. This job description outlines the general responsibilities and qualifications for the Automation Engineer role. Actual duties may vary based on project scope and business needs.

Keywords: Sepro America Llc, Youngstown , Director of Service, Engineering , Warrendale, Ohio