Service Department Supervisor
$85k - $95kRust Belt Recruiting
Job Description
Job Description
Title: Service Department Supervisor
Location: Medina, OH Area (On-site)
Shift: 1st Shift (8:00 AM – 5:00 PM, Monday – Friday)
Salary: $85k – $95k / year plus bonus potential, depending on experience
Service Department Supervisor Role
Our client, a premier manufacturer of high-precision capital equipment, is seeking a Service Department Supervisor to act as the primary operational command center and elevate technical support into an industry-leading service model. This role directs technical support traffic, manages high-stakes customer relationships during critical machinery downtime, and drives daily operational efficiency for advanced automated fabrication equipment, multi-axis CNC machinery, and industrial processing systems serving the architectural, structural, and custom manufacturing sectors.
Service Department Supervisor Responsibilities
- Operational Command: Serve as the primary operational hub and traffic coordinator for technical support, machinery troubleshooting, and field engineer dispatch across North America.
- Technical Triage: Conduct initial triage and technical screening for incoming customer inquiries related to multi-axis CNC machining systems, automated cutting equipment, electro-mechanical assemblies, and integrated control software.
- Downtime Mitigation: Maintain rapid, transparent communication with plant managers, shop supervisors, and facility directors during high-stress production outages to minimize factory downtime.
- Cross-Functional Coordination: Coordinate daily workflow between internal technical desk specialists, PLC/controls technicians, spare parts coordinators, and field service engineers.
- Service Strategy Elevation: Drive a cultural shift from reactive problem-solving to a proactive service model tailored to high-precision manufacturing clients.
- Queue & SLA Management: Monitor service ticket queues and resolution workflows within ERP/CRM tools to ensure demanding client timelines and response SLAs are met.
- Process Optimization: Identify operational bottlenecks within the field service lifecycle, remote diagnostic pathways, and warranty support workflows.
- Continuous Improvement: Recommend and execute process improvements to streamline escalation pathways between regional operations and engineering teams.
Service Department Supervisor Reporting Relationships
This position reports directly to Service Leadership and currently has no direct reports, offering a clear career trajectory into managing the full regional service and technical support organization.
About You
- Industry Experience: Bring direct experience working within capital equipment, industrial machinery, or automated fabrication environments (prior exposure to CNC machinery, automated production lines, or precision metal/materials processing equipment is highly preferred).
- Technical Background: Offer prior technical experience in field service, electro-mechanical troubleshooting, PLC/CNC machine controls, pneumatics, or industrial automation software.
- De-escalation Skills: Possess exceptional communication and de-escalation skills when working with production managers and plant leadership under high-pressure equipment outage conditions.
- Strategic Foresight: Maintain a proactive, solution-oriented mindset with the foresight to resolve operational roadblocks in technician scheduling, spare parts fulfillment, and remote diagnostics.
- Leadership Aspirations: Display strong leadership capabilities with the vision and drive to advance into a full managerial role overseeing technical support teams and field engineers.
- Workflow Proficiency: Show proficiency in managing high-volume service queues, ticketing software, and field service management (FSM) platforms.
Next Steps
If you are a proactive problem solver with strong technical coordination skills and experience in industrial capital equipment, 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 the Medina, OH area in a combined office and light industrial setting, requiring standard physical capabilities including sitting, standing, and routine computer usage.
Vacancy posted 2 days ago
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