Director of Service Operations

Director of Service Operations - Industrial Machinery - Base Salary to 140k/year - Charlotte, NC

• Our client, a well-established manufacturer of industrial equipment, is seeking a Director of Service Operations to lead and grow its service organization. This leadership role will oversee field service, technical support, and parts operations while driving operational excellence, customer satisfaction, and long-term departmental growth.
• The Director of Service Operations will lead a team of field technicians and service personnel, develop service strategies and performance metrics, support key customer relationships, and ensure efficient service delivery across the organization.

Responsibilities:

• Develop and execute a service operations strategy that aligns with company goals and supports long-term growth and scalability
• Establish KPIs and performance metrics to drive accountability, improve service performance, and support data-driven decision-making
• Oversee all service department functions including field service, technical support, warranty administration, and parts operations
• Manage work order processing, technician scheduling, dispatching, and resource allocation to maximize efficiency and minimize customer downtime
• Lead, coach, mentor, and develop a team of field technicians and service personnel
• Build and implement onboarding and technical training programs to support employee development and operational success
• Ensure a high level of customer satisfaction through responsive, professional, and effective service delivery
• Serve as a key customer contact for service orders, quotations, parts inquiries, warranty requests, and escalated service matters
• Support critical customer engagements including equipment installations, technical escalations, and high-priority service calls
• Provide technical guidance related to machine diagnostics, equipment troubleshooting, installation support, repair activities, and PLC-related issues
• Partner with sales and applications teams to support product demonstrations, trade shows, customer presentations, and equipment evaluations
• Collaborate with operations, warehouse, shipping, and other internal departments to ensure seamless service execution
• Oversee parts sales, inventory coordination, warranty resolution, and service-related operational processes
• Ensure compliance with OSHA requirements and all applicable workplace safety standards
• Continuously evaluate and improve service processes, operational efficiency, customer experience, and team performance

Qualifications:

• 7 years of service operations, field service management, or technical service leadership experience
• Strong mechanical and/or electrical troubleshooting background
• Experience supporting, servicing, or managing service operations for CNC machinery, industrial equipment, machine tools, manufacturing equipment, automated machinery, or similar capital equipment
• Familiarity with PLC systems and troubleshooting
• Experience utilizing ERP systems for service operations, work order management, scheduling, inventory control, or related functions
• Experience managing service scheduling, technician dispatch, work order processes, and resource allocation
• Proven experience leading, developing, and managing technical service teams
• Experience establishing and tracking KPIs, operational metrics, and service performance standards
• Strong customer service and customer relationship management experience
• Proficiency with Microsoft Office Suite

Compensation:

• Base salary in the 120k - 140k/year range
• Performance bonus opportunity of 10–15%
• Health, dental, and vision insurance
• Paid time off and company holidays
• Stable, team-oriented work environment
• Opportunity to lead, develop, and grow a service organization