Service Manager 1 of 1

job summary:
Transform Technical Leadership Into Career Impact: Service Manager (CNC & Machine Tools)

Are you a technical leader or senior field engineer ready to command a premier territory, lead top-tier talent, and accelerate your career with an industry powerhouse?

This is not a desk-bound administrative role-it is a high-visibility executive field leadership opportunity designed for a pragmatic, hands-on problem solver. As Service Manager, you will serve as the strategic engine driving field operations across your region for one of North America's largest machine tool distribution networks. You will lead, mentor, and elevate a team of elite technicians while acting as the trusted face of the company to premier precision manufacturing clients.

Why Top Technical Leaders Want This Role

Premier Compensation & Stability: Target salary of $160,000 - $200,000, backed by the long-term stability of a family-owned, multi-generational industry leader and USA Today Top Workplace.

Hands-On Mentorship Culture: Lead from the front. You will spend time in the field co-servicing calls, developing talent, and building a culture of technical excellence-not just managing spreadsheets.

Direct Business Impact: Own your territory's operational strategy. From optimizing diagnostic response times to cultivating vendor partnerships, your decisions directly drive client satisfaction and revenue growth.

Industry-Leading Benefits Package: Premium health coverage (including a $0-premium medical option), 3+ weeks starting vacation, 10 paid holidays, tuition reimbursement, and a generous 401(k) company contribution.

The Ideal Candidate

We are seeking a steadfast, fact-based operations leader with 5+ years of supervisory experience or senior field service expertise in industrial machinery and complex CNC equipment. If you possess a high aptitude for mechanical/electrical troubleshooting, excel at navigating high-stakes customer relationships, and take pride in growing world-class technical teams, this position offers the scope, compensation, and autonomy you've earned.

 
location: Windsor, Connecticut
job type: Permanent
salary: $160,000 - 200,000 per year
work hours: 8am to 4pm
education: No Degree Required

responsibilities:



Team Leadership & Field Supervision

• Direct and supervise field service technicians within your assigned territory.
• Communicate daily with technicians to identify potential project delays or challenges and provide immediate operational support.
• Monitor technician performance, establish professional growth plans, and deliver ongoing mentorship and targeted training.
• Lead regularly scheduled team meetings to review key metrics, align on operational updates, address technician feedback, and reinforce a high-performance culture.
• Perform monthly field visits with technicians to review active work order progress, track individual development goals, and evaluate customer interaction quality.
• Join technicians on at least two field service calls per month to provide hands-on, on-the-job technical coaching.
• Drive the recruitment, interviewing, and onboarding of new field service technicians.

Customer Experience & Account Management

• Serve as the primary point of contact for customer escalations, clarifying invoice inquiries or work order scope disputes as needed.
• Track customer feedback and complaints, meet directly with client leadership, implement root-cause action plans, and ensure complete issue resolution.
• Build and maintain robust partner relationships with machine tool vendors and third-party equipment suppliers.

Case Management & Service Operations

• Perform daily reviews of all open cases within your territory:
  • Optimize pre-onsite diagnostic efforts by auditing technical support recommendations.
  • Provide backup support for initial case reviews to accelerate customer response times.
  • Ensure scheduling coordinators maintain accurate task updates, next steps, and estimated completion times.
  • Review planning backlogs daily to help prioritize dispatching and mitigate downstream delays.
  • Coach technicians who are encountering complex diagnostic or repair challenges.
  • Communicate transparently with customers and account owners regarding accurate work order completion timelines.
  • Monitor active work order hours against quoted/communicated timelines and manage re-quoting procedures when scope changes.
  • Review and approve service reports within 24 hours of work order completion to enable prompt, accurate billing.
• Propose and execute continuous improvement initiatives aimed at optimizing operational metrics, reducing costs, and streamlining workflows.

Key Performance Indicators & Reporting

• Monitor and report on territory metrics, including:
  • Down-machine response times and root-cause analysis for extended delays.
  • Case open durations, task accuracy, and unplanned work order volume.
  • Time-to-invoice metrics and task accuracy rates.
  • Invoice discount tracking, root-cause identification, and corrective action planning for recurring issues.

qualifications:
Experience: 5+ years of supervisory field service management experience or senior-level field service experience in CNC/machine tool environments.

Technical Aptitude: High mechanical and electrical problem-solving aptitude, with hands-on field service experience on complex CNC machine tools (experience with major CNC machine lines like Okuma or equivalent is highly preferred).

Customer Management: Extensive track record in managing customer and vendor relationships with a deep understanding of market dynamics.

Leadership & Organization: Strong project management abilities, natural problem-solving skills, and a demonstrated track record of team development.

Systems Proficiency: Intermediate to advanced proficiency in Microsoft Office Suite and modern business software/ERP/CRM applications.

Compliance: Strong commitment to company policies, business ethics codes, and safety standards

skills:
business software,Systems Proficiency,proficiency in Microsoft Office Suite,Communicate,highly organized,leadership,primary point of contact,pragmatic,hands-on approach,issue resolution,problem-solving aptitude,problem-solving skills,high-performance,auditing,backlogs,billing,business ethics,continuous improvement,vendor relationships,CNC machine tools,CNC machine,Case Management,targeted training,corrective action planning,Account Management,Customer Experience,Customer Management,CRM applications,customer feedback,onboarding,ERP,dispatching,field service,field service management,Industrial Machinery,interviewing,Invoice,Key Performance Indicators,market dynamics,mentoring,mentorship,metrics,safety standards,Field Supervision,operational support,partner relationships,project management abilities,recruitment,root-cause analysis,team development,Team Leadership,supervisory,Technical Aptitude,technical support,Service Operations,workflows

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on us.fitly.work.




Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).




This posting is open for thirty (30) days.