Service Manager

About DECCO Postharvest: DECCO, an ADVANTA company, is the global leader in providing postharvest solutions to reduce food waste and enhance the freshness of fresh fruits and vegetables all along the food supply chain. DECCO delivers value every day to packers, shippers, supermarkets and consumers with customized coating, decay control, sanitization and disinfection products, application technology, on-site service and almost 90 years of postharvest expertise. Our 200+ dedicated DECCO employees operate in over 40 countries.
Our purpose is to enable more and better Fresh Food for the world. More. Beautiful. Fresh
Role purpose: The Service Manager is responsible for leading service operations to ensure high levels of customer satisfaction, operational efficiency, and financial performance. This role oversees service delivery, field or internal service teams, and continuous improvement initiatives while acting as a key liaison between customers, commercial teams, and internal stakeholders. This is a hands-on working manager role that is expected to actively support service execution, perform field service activities when required, and provide operational coverage during staffing shortages, peak workloads, or employee absences.
Key Responsibilities:
Service Operations & Delivery
Lead and manage day‑to‑day service operations to ensure timely, high‑quality service delivery.
Ensure consistent execution of service standards, procedures, and safety requirements.
Resolve escalated service issues and customer complaints with professionalism and urgency.
Drive continuous improvement in service processes, tools, and workflows.
Actively participate in field service, troubleshooting, repairs, installations, commissioning, and customer support activities as business needs require.
Provide direct operational coverage for service technicians and support personnel during PTO, vacations, leaves of absence, open positions, or other staffing shortages when alternate resources are unavailable.
Maintain the technical skills and certifications necessary to safely perform service work and support customers in a hands-on capacity.
Team Leadership & Development
Manage, coach, and develop service technicians, industrial technicians, and other support staff.
Set clear performance expectations and conduct regular reviews.
Foster a culture of accountability, collaboration, and customer focus.
Lead by example through active participation in service activities and willingness to support the team in the field when needed.
Customer & Stakeholder Management
Build strong relationships with key customers and act as a trusted service partner.
Collaborate with Sales, Operations, and Supply Chain teams to align service delivery with business objectives.
Support customer retention, renewals, and upselling opportunities through service excellence.
Provide clear communication to customers regarding service schedules, issues, and resolutions.