Service Manager - Charlotte, NC

Job Description

Job Description

Methods Machine Tools was established in 1958 with three employees and a handful of refurbished machines. Since then, the company has become one of the largest privately owned machine tool importers in North America. 

Job Summary: 

Methods Machine Tools is seeking a dynamic and multi-talented Service Manager to lead and support our team of field service technicians. This role offers an exciting opportunity for individuals with prior people management experience. The ideal candidate will possess solid knowledge of mechanical, hydraulic, pneumatic, electric, and electronic systems and excel in managing people and priorities in a fast-paced environment. Superior organization skills, ability to supervise and motivate field technicians and juggle multiple priorities in a rapidly changing environment are required. This position includes some "Field Service" when our Techs need help as well as some customer visit. Applicants should expect 10-20% overnight travel. Destinations are mostly domestic but some international trips to work with vendors on new machinery and improvements is required.

Duties/Responsibilities:

Team Leadership:

• Supervise, mentor, and motivate a team of field service technicians to deliver high-quality service.
• Provide guidance and training to technicians, ensuring continuous development and skill enhancement.
• Foster a positive and collaborative team environment.

Technical Oversight:

• Offer technical support and problem-solving assistance to field technicians as needed.
• Maintain a working knowledge of mechanical, hydraulic, pneumatic, electrical, and electronic systems, including motion controls, relay logic, and Windows PCs.
• Collaborate with other departments to resolve technical challenges and ensure customer satisfaction.

Operational Management:

• Oversee schedule creation and prioritization of service calls and technician assignments to meet customer needs and deadlines.
• Monitor performance metrics and ensure adherence to service standards and KPIs.
• Oversee the efficient use of resources, tools, and equipment.

Customer Relations:

• Act as a liaison between customers and technicians, addressing concerns and ensuring service excellence.
• Ensure prompt and effective resolution of customer issues.
• Build and maintain strong customer relationships through professional and responsive communication.

Administrative Duties:

• Maintain accurate records of service activities, technician schedules, and customer interactions.
• Prepare reports on team performance, service trends, and operational improvements.
• Assist in budgeting and resource planning for the field service department.

Continuous Improvement:

• Identify opportunities to enhance service processes and implement best practices.
• Stay updated on industry trends and advancements to keep the team at the forefront of technical expertise.

Required Skill/Abilities:

• Superior organizational and multitasking abilities.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making capabilities in high-pressure environments.

Minimum Education and Experience: 

• Associate’s or Bachelor’s degree in Engineering, Technical Studies, or a related field preferred; equivalent experience will be considered.
• Prior experience managing or supervising technical teams is preferred.
• Strong technical background in mechanical, hydraulic, pneumatic, electric, or electronic systems.
• Experience with motion controls, relay logic, and Windows PCs is a plus.

Supervisory Responsibilities:

• Will be tasked with leading a group of Service Technicians/Engineers.

Travel Requirements: 

• Up to 20% Travel
• Some international travel will be required.

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 

Additional Information

This job description is designed to provide an overview of basic skills, experiences and education required to perform the job and is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee to perform the essential functions of the job. In instances where educational degrees are required, the company will take into consideration factors such as additional experience, training, or certifications in lieu of specific educational requirements .

Methods Machine 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.