Milltronics is seeking an experienced Service Manager to lead our North American Service organization from our corporate headquarters in Indianapolis, Indiana. This leadership role is responsible for overseeing field service operations, technical support, and service administration while ensuring exceptional customer satisfaction and operational excellence.
If you are an experienced leader and familiar with CNC machine tools, a passion for developing technical teams, and a commitment to delivering outstanding customer service, we'd like to hear from you.
What You'll DoAs the Service Manager, you will lead the daily operations of our Service Department while driving continuous improvement across service performance, customer satisfaction, and operational efficiency.
Key Responsibilities:- 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.
Qualifications- Degree in Engineering, Industrial Technology, Business Management, or a related field preferred. Equivalent combinations of education and experience will be considered.
- Minimum of 7 years of CNC machine tool service experience, including installation, calibration, preventive maintenance, and troubleshooting of mechanical, electrical, hydraulic, pneumatic, servo systems, and CNC controls.
- Minimum of 3 years of leadership experience managing technical service teams.
- Working knowledge of CNC control platforms.
- Proven ability to coach and develop employees while managing multiple priorities in a fast-paced environment.
- Excellent communication, customer relationship, and problem-solving skills.
- Proficiency with Microsoft Office and ERP, CRM, or service management software.
- Ability to travel to customer locations as required.
Join Our TeamIf you're ready to lead a world-class service organization and make a significant impact on customer success, apply today to become part of the Hurco team.
