Job Summary Required Qualifications and Skills
A growing industrial equipment organization in Charlotte, NC is seeking an experienced Service Manager to lead a technical field service team supporting industrial bandsaws (most important), machine tools, and related capital equipment. This direct hire opportunity is ideal for a hands-on service leader who brings strong technical credibility, disciplined service operations experience, and the ability to develop technicians into a high-performing, accountable team.
The Service Manager will play a key leadership role in improving customer satisfaction, strengthening service processes, supporting technician development, and ensuring timely resolution of complex equipment issues. This is a strong opportunity for a professional who values supportive leadership, teamwork, operational excellence, and long-term career stability within a technical manufacturing and service environment.
Key Responsibilities
- Lead, coach, develop, and hold field service technicians accountable for professionalism, communication, productivity, documentation, attendance, and customer service.
- Oversee field service scheduling, installations, preventive maintenance, warranty service, troubleshooting, and emergency service response.
- Provide technical guidance on complex industrial machinery issues involving mechanical, hydraulic, electrical, PLC/control, and automation systems.
- Manage service performance using KPIs such as response time, utilization, first-time fix rate, open service cases, warranty costs, customer satisfaction, and technician productivity.
- Ensure service reports, records, expenses, parts usage, and customer communications are accurate, complete, and submitted on time.
- Handle escalated customer issues professionally while coordinating with technicians, sales teams, and senior leadership to drive resolution.
Compensation and Benefits
- Salary range: $105,000 to $135,000 per year.
- Direct hire opportunity.
- Lead the technical service department and build an accountable, customer-focused field service team.
- Manage technician scheduling, service priorities, customer escalations, warranty work, installations, and preventive maintenance.
- Improve service operations through clear expectations, accurate documentation, KPI tracking, and disciplined follow-up.
- Support troubleshooting and technical problem-solving for industrial bandsaws, machine tools, and related equipment.
- 5+ years of industrial equipment field service experience preferred.
- 3+ years of service leadership, supervisory, or management experience preferred.
- Experience leading, developing, coaching, and holding field service technicians accountable.
- Strong technical background with industrial machinery troubleshooting, including mechanical, hydraulic, electrical, PLC/control, and automation systems.
- Ability to read electrical schematics, hydraulic diagrams, mechanical drawings, and technical manuals.
- Experience managing field service scheduling, installations, preventive maintenance, warranty service, troubleshooting, and emergency service calls.
- Working knowledge of ERP, CRM, or field service management systems.
- Strong customer service, communication, conflict resolution, and professional leadership skills.
- Ability to prioritize technician assignments based on customer urgency, technician skill level, geography, and business needs.
- Valid driver's license and ability to travel as required.
- Associate's or bachelor's degree in Engineering Technology, Industrial Maintenance, Mechatronics, Electrical/Mechanical Engineering, Business Management, or a related field preferred, or equivalent industry experience.
Preferred Qualifications
- Direct experience with industrial bandsaws, sawing equipment, horizontal bandsaws, or vertical bandsaws.
- Experience with industrial machine tools, CNC equipment, material-handling equipment, or similar capital equipment.
- Demonstrated success improving service KPIs, customer satisfaction, technician productivity, and first-time fix performance.
- Strong leadership presence with the ability to earn respect from both senior technicians and developing junior technicians.
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