Service Department Supervisor

Job Description

Job Description

Title: Service Department Supervisor

Shift: 1st Shift (8:00 AM – 5:00 PM, Monday – Friday)

Salary: $90k - $100k / year plus bonus potential, depending on experience

Service Department Supervisor Role:

Our client is seeking a Service Department Supervisor to act as the primary operational command center and elevate customer support into an industry-leading service model. This role exists to direct technical support traffic, manage high-stakes customer relationships during equipment downtime, and drive daily operational efficiency for one of Ohio's premier capital equipment manufacturers.

Service Department Supervisor Responsibilities:

• Serve as the primary operational hub and traffic coordinator for the service department
• Conduct initial triage of Capital Equipment and technical screening for incoming customer support inquiries
• Maintain rapid, transparent communication with customers during high-stress machinery downtime
• Coordinate daily workflow between internal technical teams, manufacturing specialists, and field engineers
• Drive a cultural shift from reactive problem-solving to a proactive customer service strategy
• Monitor service ticket flow and traffic queues to ensure demanding client timelines are met
• Identify operational bottlenecks within the customer service lifecycle 
• Recommend and execute process improvements to streamline department workflows

Service Department Supervisor Reporting Relationships:

This position reports directly to department leadership and currently has no direct reports, though it offers a direct career trajectory into managing the full service team.

About You:

• Bring direct experience working within a capital equipment or industrial manufacturing environment
• Offer technical background or prior experience in field service maintenance and troubleshooting
• Possess exceptional communication and de-escalation skills under high-pressure conditions
• Maintain a proactive, solution-oriented mindset with the foresight to resolve operational roadblocks
• Display strong leadership capabilities and a desire to advance into a managerial role
• Show proficiency in managing high-volume customer requests and ticketing workflows

Next Steps:

If you are a proactive problem solver with strong technical coordination skills, we would like to hear from you. Please submit your resume to initiate a confidential conversation with our recruiting team.

Additional Information:

Our client is an Equal Opportunity Employer. This position is located on-site in Medina, OH in a combined office and light industrial setting, requiring standard physical capabilities including sitting, standing, and routine computer usage.