Service Center Manager

Department: Service Operations

Reporting structure: Reports to Vice President of Service Operations.

Job title and brief description: The Service Center Manager is responsible for managing service operations at their assigned location. This person will develop production staff and create schedules to reach company KPIs. Additionally, this position will work to support sales efforts through efficient processes and communication aimed at improving customer satisfaction and experience.

Qualifications:

• 4-year technical or business degree.

• 5 years minimum of progressive experience in operations management, preferably in a service-based organization.

• Excellent written and verbal communication skills.

• Proficient in Microsoft Word, Excel, and PowerPoint, and have experience using ERP/CRM databases.

• Sufficient level of process improvement techniques; lean manufacturing experience preferred.

• Requires minimum supervision, except in areas of a unique aspect.

• Knowledge of machine tools or other precision equipment repair processes.

• Above average mechanical and/or technical aptitude preferred.

• Basic understanding of engineering knowledge and experience such that by applying standard techniques and basic methods, detailed work assignments and routine projects can be handled.

Primary tasks:

• Develop production schedules and allocates resources to meet customer orders and delivery deadlines; coordinate with sales and operations teams to prioritize orders and ensure smooth production flow.

• Oversee the day-to-day operations of the production floor, including scheduling, staffing, and resource allocation.

• Provide spindle repair estimate, provide updates on order status and address any concerns or issues promptly.

• Collaborate with internal teams, including sales and customer service, to ensure a seamless customer experience; proactively identify opportunities to exceed customer expectations and foster long-term relationships.

• Implement and maintain quality control measures throughout the production process; conduct regular inspections of rebuilt spindles to ensure they meet quality standards and customer specifications.

• Identify training needs within the production team and develop training programs to enhance technical skills and knowledge.

• Provide coaching and support to ensure staff competency and performance.

• Manage inventory levels of spindle components and materials to support production needs.