Service Manager

Job Description

Our client in Indianapolis, IN, is seeking a Service Manager to join their team in a full-time, onsite position, offering a competitive benefits package and a great opportunity to grow with the organization.

Duties:

• Monitor and improve service performance by tracking key metrics such as response time, first-time fix rate, machine uptime, warranty costs, technician utilization, and customer satisfaction, while implementing process improvements to enhance efficiency, consistency, and the overall customer experience.
• Lead, coach, develop, and evaluate a team of Field Service Engineers, Technical Support Engineers, and Service Administrators through performance management, training, and individual development plans.
• Manage departmental financial performance, including labor, travel, warranty, and other service-related expenses within budget.
• Oversee service administration by reviewing service reports, ensuring accurate documentation, expense reporting, inventory accountability, and coordinating with the Parts Department to maintain parts availability and minimize customer downtime.
• Manage daily field service operations, including scheduling, dispatching, resource allocation, installations, preventive maintenance, warranty repairs, emergency service, and escalated customer support.
• Ensure exceptional customer service by responding promptly to service requests, resolving complex technical issues, and providing on-site support for escalated service situations and key customer meetings as needed.
• Provide technical leadership by assisting with complex diagnostics, partnering with Engineering and Product Development to resolve recurring equipment issues, and implementing corrective actions.
• Maintain compliance and foster continuous improvement by enforcing company safety policies, regulatory requirements, and driving ongoing operational improvement initiatives.
• Collaborate cross-functionally with Sales, Engineering, Product Development, and Parts to provide technical support, customer demonstrations, major account support, and improve overall service effectiveness.
• Travel to customer sites as needed to support escalated service issues, customer meetings, demonstrations, and major accounts.
• This is not a role that will require a ton of hands-on scheduling, etc.- this is meant to be a high level organizational addition. Meant to help productivity, cost, Milltronic’s offerings, P & L, inventory, performance metrics.
• Company have a software support group- this group fields calls from clients free of charge, and start charging once a tech is sent to the client. Ideas and structures on how to lessen this cost or make it “for profit” can be looked at- Company is very open to new ideas for this.
• This role WILL be managing parts department as well

Required Skills (Must have):

• 5+ years of experience total, 3+ in a service manager role (leading technical teams)
• Best candidate comes from Manufacturing
• Experience and ability managing P & L
• Would like to see candidates who think at a high level- not getting into the details themselves but directing and managing people who handle the details while this person has a grasp on everything under the dept
• Previous experience managing people directly, and managing indirect reports
• Experience with being customer facing
• Experience with ERP/MRP systems, technical documentation
• Implementation of KPI’s, performance metrics, service standards

Preferred Skills (Nice to have):

• Knowledge of Siemens, Fanuc, Heidenhain, and Mitsubishi Understanding of CNC’s- machine tool, capabilities, installation, troubleshooting, mechanical, electrical, hydraulic, etc.
• Bachelor’s in Engineering, Business, or related.
• Previous experience as an FSE in a machining organization may help
• Managing up to 5+ direct reports
• Experience with cost improvement , efficiency implementations