Service Manager - Metrology

Concept Machine•Cleveland, OH

7d•Onsite

About The Position

Our multi-state capital goods sales and service (distribution) business needs a Service Manager – Metrology immediately. Performs a variety of complex support activities within the Metrology Service Department. Provides oversight and management-level support to calibration technicians, metrology specialists, and field service personnel. Assesses and responds to complex situations where standard procedures have failed to resolve calibration, measurement, or equipment-related issues. Strategically and tactically responsible for closing all escalated problems and issues within their region. Reports reliability, quality, and compliance concerns to the appropriate groups within the company. Ensures all training certifications, accreditation requirements, and technician qualifications are maintained in an up-to-date fashion. May train lower-level service staff and is responsible for overseeing and organizing work carried out by direct reports within the assigned region.

Requirements

High School Diploma or GED and 10+ years of relevant experience, including supervision OR 5 years of relevant experience with a bachelor’s degree.
10-15+ years of experience in leadership and leading field service technicians.
Exceptional leadership, interpersonal communication, and relationship-building skills
Ability to handle and prioritize multiple tasks, work under pressure, and meet all deadlines
Exhibit a high level of professional conduct, integrity, and accountability
Must have the ability to make recommendations to effectively resolve problems or issues by using wise judgment that is consistent.
Proficient in Microsoft Office
Knowledgeable in Salesforce within the Field Service area.
Valid driver's license.
Ability to travel as needed for the role, estimated at 10-15%

Nice To Haves

5-7 years of experience with people leadership.

Responsibilities

Manages a team of calibration technicians, metrology technicians, and field service personnel within the assigned territory.
Ensures effective utilization of field personnel through coordination with the service dispatch team.
Hires, manages, and trains employees through orientation, onboarding, scheduled field visits, in-house training classes, and development of training materials.
Owns all performance management, development, and coaching for team members.
Recommends and executes hiring, compensation, and other employment decisions in conjunction with Human Resources.
Establishes daily service priorities for metrology and calibration service teams within the assigned territory.
Leads the service team to achieve excellent customer satisfaction and service delivery performance.
Coordinates with laboratory, operations, and service teams to ensure technicians have the tools, equipment, standards, and resources required to perform calibrations and metrology services.
Reviews and approves expense reports of direct reports.
Establishes close working relationships with territory sales managers, regional service managers, laboratory managers, and other key departmental staff to ensure customer expectations and company service goals are met.
Maintains close working relationships with manufacturers, accreditation bodies, and third-party partners to ensure compliance and customer satisfaction.