Service Manager

Service Manager

Department: Service / Operations
Reports To: Parts & Service Department Head
Job Type: Full-Time
Location: Remote / Parts & Service Headquarters

About X-Series USA

X-Series USA is a Bozeman, Montana-based industrial machine tool manufacturer delivering advanced metal fabrication equipment including fiber laser cutting systems, robotic welding automation, CNC press brakes, and heavy steel profiling processors. We serve structural steel fabricators, OEM manufacturers, job shops, and heavy industrial processors across the United States.

Service is not a department at X-Series — it is the strategic backbone of how we compete and how we retain customers. The Service Manager is a critical leadership hire in that commitment.

Job Summary

The Service Manager oversees all service operations for X-Series products across the United States. This role ensures that equipment installations, commissioning, maintenance, and customer support activities are completed safely, efficiently, and in alignment with X-Series quality and performance standards.

The Service Manager leads a team of service technicians and coordinates closely with Project Management, Engineering, and Logistics to deliver an exceptional post-sales customer experience. This role requires a blend of technical expertise, leadership ability, and strong communication skills to drive service excellence and continuous improvement.

Key Responsibilities

Team Leadership & Development

• Lead, train, and mentor the U.S. service team, fostering a culture of professionalism, accountability, and continuous learning.
• Schedule and assign service technicians for installations, repairs, and preventive maintenance tasks.
• Ensure compliance with safety procedures, customer site policies, and company service standards.
• Develop and implement standard operating procedures (SOPs) for consistent service execution.

Service Operations

• Oversee all aspects of machine installation, commissioning, and customer training.
• Manage service requests, preventive maintenance schedules, and warranty claims.
• Ensure timely documentation of service activities, parts usage, and customer feedback.
• Serve as the primary point of contact for post-installation customer support.
• Address and resolve escalated service issues promptly to ensure customer satisfaction.
• Build and maintain strong relationships with customers to promote service contracts and repeat business.

Cross-Functional Collaboration

• Collaborate with Engineering and Project Management to ensure technical issues are escalated and resolved effectively.
• Provide feedback to Product and Engineering teams based on field performance and recurring issues.
• Coordinate with Logistics to ensure spare parts availability and timely shipment of replacement components.
• Support leadership with special projects and strategic service initiatives as required.

Reporting & Continuous Improvement

• Track and report service metrics including response time, resolution rate, and customer satisfaction.
• Analyze service data to identify trends and opportunities for process improvement.
• Recommend service training, tools, and technology enhancements to improve efficiency and quality.

Qualifications

• Bachelor’s degree in Engineering, Technical Management, or a related field; equivalent experience considered.
• 5+ years of experience in industrial equipment service management or technical field service.
• Proven leadership experience managing service teams in a field-based environment.
• Strong mechanical, electrical, and troubleshooting knowledge related to machinery or automation systems.
• Proficiency in CRM or service management software; Zoho preferred.
• Excellent communication, organization, and problem-solving skills.

Skills & Competencies

• Customer-focused mindset with strong interpersonal skills.
• Ability to manage multiple service projects simultaneously.
• Technical proficiency in machinery installation, diagnostics, and repair.
• Strategic thinking and data-driven decision-making.
• Strong documentation and reporting discipline.
• Leadership presence with a hands-on, team-oriented approach.

Work Environment / Schedule

• U.S.-based with regular travel to customer sites.
• Standard business hours with flexibility required for emergency service requests.
• Combination of office, field, and remote coordination work.

Compensation Range

$75,000 – $85,000 annually, commensurate with experience and qualifications.

Benefits

• Major medical, vision, and dental insurance.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Travel reimbursement and per diem for field service work.
• Professional development and technical training opportunities.
• Performance-based annual bonus.

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person