Job Description

About the Role

Pinnacle Partners is recruiting for a Service Manager in Indianapolis, IN. This position focuses on leading service and parts departments, managing departmental financial performance, developing technical teams, and improving operational efficiency. The ideal candidate will have 5+ years of experience, including 3+ years in service management, with a background in manufacturing, team leadership, and P&L management.

This role is focused on high-level leadership, strategic improvements, cost reduction, and increasing departmental profitability.

Key Responsibilities:

• Oversee service and parts departments, including departmental performance, operational efficiency, and financial results.
• 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.
• Establish and implement KPIs, service standards, and performance metrics to improve productivity and customer experience.
• Lead, coach, develop, and evaluate a team of Field Service Engineers, Technical Support Engineers, and Service Administrators.
• Manage departmental financial performance, including labor, travel, warranty, inventory, and other service-related expenses within budget.
• Identify opportunities to improve profitability, reduce operational costs, and increase service efficiency.
• Provide strategic oversight of daily field service operations, including scheduling, dispatching, installations, preventive maintenance, warranty repairs, and customer support.
• Oversee service administration, ensuring accurate reporting, documentation, expense reporting, and inventory accountability.
• Partner with the Parts Department to maintain appropriate inventory levels, improve parts availability, and minimize customer downtime.
• Evaluate existing service offerings and identify opportunities to improve service delivery and generate additional revenue.
• Review software support processes and identify ways to reduce costs, improve efficiency, and create additional revenue opportunities.
• Address escalated customer concerns and support key customer meetings as needed.
• Partner with Engineering and Product Development to resolve recurring equipment issues and implement corrective actions.
• Maintain compliance with company safety policies, regulatory requirements, and internal service standards.
• Collaborate cross-functionally with Sales, Engineering, Product Development, and Parts to improve overall service effectiveness.
• Travel to customer sites as needed to support escalated service issues, customer meetings, demonstrations, and major accounts.
• Drive continuous improvement initiatives focused on productivity, cost reduction, inventory management, and departmental performance.

Requirements:

• At least 5 years of overall professional experience, including 3+ years in a Service Manager or similar leadership role.
• Previous experience directly managing technical teams and overseeing indirect reports.
• Experience managing departmental P&L, budgets, and financial performance.
• Demonstrated ability to identify cost-saving opportunities and implement improvements that positively impact profitability.
• Experience establishing and implementing KPIs, performance metrics, service standards, and operational procedures.
• Strong analytical and strategic thinking skills, with the ability to evaluate departmental performance and identify opportunities for improvement.
• Experience overseeing customer-facing service operations and managing escalated customer concerns.
• Ability to lead and direct employees responsible for day-to-day operations while maintaining a high-level understanding of departmental activities.
• Experience with ERP/MRP systems and technical documentation.
• Strong leadership, communication, organizational, and problem-solving skills.

Preferred:

• Experience working in a manufacturing environment, particularly within CNC machining, machine tools, or industrial equipment.
• Knowledge of CNC controls, including Siemens, Fanuc, Heidenhain, and Mitsubishi.
• Understanding of CNC machine capabilities, installation, troubleshooting, and mechanical, electrical, and hydraulic systems.
• Bachelor's degree in Engineering, Business, or a related field.
• Previous experience as a Field Service Engineer within a machining organization or CNC machine tool environment.
• Experience managing teams of approximately 5 or more direct reports.
• Previous responsibility for overseeing both service and parts departments.
• Experience implementing cost improvements, operational efficiencies, and profitability initiatives.
• Experience supporting CNC machine installations, preventive maintenance, warranty repairs, and technical support operations.

Benefits Overview:

• Annual base salary ranging from approximately $95,000–$110,000.
• Relocation assistance available.
• Comprehensive benefits package.
• Additional week of time off typically built into the holiday schedule due to the Christmas/New Year's shutdown.
• Standard first-shift schedule, generally 7:00 AM–4:00 PM or 8:00 AM–5:00 PM.
• Limited travel, generally less than 15%, with approximately 1–2 trips per month.
• Collaborative corporate office environment featuring an onsite gym and open-concept workspace.
• Opportunity to make a meaningful impact by improving service operations, profitability, and departmental processes.
• Opportunity to work for an established global CNC machine tool manufacturer with a strong reputation and long-tenured employees.

Explore More Engineering Opportunities

This role falls within our Engineering/Manufacturing division, where we specialize in placing professionals in areas such as:

• Quality Engineering and Quality Assurance
• Mechanical/Electrical Engineering
• Manufacturing/Process Engineering
• CNC Machining and Programming
• Field Service Engineering
• Technical Support and Parts Management
• Controls and Automation Engineering
• Project Engineering
• Operations / Plant Engineering

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