Service Technician Manager

About Next Industries

We are more than an industrial supplier. We are manufacturing, technical, and engineering experts, driven to streamline and provide visibility to the supply chain.

For three generations, we have worked relentlessly to understand each customer's evolving needs with the aim of reducing costs, mitigating downtime, and reallocating resources to core priorities. We draw on the depth and breadth of our cutting tool, metalworking, machine tool, and MRO inventory – augmented by inventory management and service platforms – to maximize operations. And we are defined by the manufacturing experience, technical knowledge, and unparalleled service of our team, whom our customers trust to solve their most difficult problems.

It's not just what we do, it's who does it. Our people are our most valuable resource. Their passion for innovation, optimization, and solutions – along with technical knowledge and customer centric attitude – has allowed us to create lasting relationships with our partners. With an ever-growing geographic footprint and customer base, there are plenty of opportunities to join our team.

Our Philosophy

Our philosophy is built upon understanding each customer's unique needs. This allows our team of manufacturing, technical, and engineering experts to design supply, inventory management, machine tool, and service programs that improve processes, reduce costs, and mitigate downtime while simultaneously evolving with your needs.

Position Overview

The Service Technician Manager is responsible for leading, managing, and optimizing the performance of the field service technician team across all assigned territories. This role owns technician scheduling, service execution, customer satisfaction, parts coordination, and service-related administrative processes, using Salesforce as the primary platform for service case management and dispatching.

The Service Technician Manager serves as the primary leadership link between technicians, customers, vendors, and internal teams, ensuring service operations are efficient, scalable, and aligned with company standards and customer expectations.

Key Responsibilities

Team Leadership & Performance Management

• Directly manage and support field service technicians, providing guidance, coaching, and performance feedback.
• Monitor technician workload, productivity, response times, and service quality.
• Conduct regular performance reviews and participate in hiring, onboarding, and training of service technicians.
• Enforce company policies, safety standards, and service procedures.
• Act as the escalation point for complex technical, customer, or scheduling issues.

Scheduling, Dispatch & Workflow Management

• Own daily and weekly technician scheduling using Salesforce, ensuring optimal coverage based on skill set, location, and job priority.
• Balance workload across technicians to maximize efficiency and minimize downtime and travel.
• Proactively adjust schedules to accommodate emergencies, breakdowns, parts delays, or customer changes.
• Ensure Salesforce service cases are accurate, complete, and consistently updated by the team.

Parts Coordination & Technical Oversight

• Oversee spare parts quoting, ordering, and tracking from vendors.
• Review schematics, machine documentation, and technician input to validate correct parts selection.
• Coordinate parts availability with service scheduling to avoid repeat visits and delays.
• Work closely with vendors and internal departments to resolve parts-related issues.

Customer Relationship Management

• Serve as the primary service contact for key customers and escalated service concerns.
• Ensure professional, timely communication with customers regarding service status, delays, and resolutions.
• Drive a customer-first service culture focused on responsiveness and long-term satisfaction.
• Identify recurring customer issues and implement corrective or preventative actions.

Financial, Invoicing & Administrative Oversight

• Review and approve service invoices generated from Salesforce cases.
• Ensure accuracy of labor, travel, and parts charges prior to invoicing.
• Monitor service costs, warranty work, and non-billable time.
• Maintain accurate service records, reports, and operational metrics.
• Provide service performance data and insights to senior management.

Qualifications

• Experience managing or leading field service technicians or service operations.
• Strong working knowledge of service dispatching, scheduling, and workflow management.
• Proficiency with Salesforce or similar service management systems strongly preferred.
• Ability to read and interpret mechanical and electrical schematics.
• Strong organizational, analytical, and decision-making skills.
• Excellent written and verbal communication skills.

Preferred Experience

• Background in CNC machine tools, industrial equipment, or capital machinery service.
• Experience supporting multi-state or regional service teams.
• Prior responsibility for service KPIs, customer satisfaction metrics, or cost control.

Key Competencies & Soft Skills

• Leadership and accountability-driven mindset
• Customer-focused with strong escalation management skills
• Detail-oriented with the ability to see operational "big picture"
• Calm and decisive under pressure
• Strong problem-solving and prioritization abilities

Pay: $70, $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• How many years of experience do you have with service KPIs, customer satisfaction metrics, or cost control?
• Do you have experience with Salesforce or similar service management systems?
• Are you able to read and interpret mechanical and electrical schematics?

Experience:

• CNC machine tools or industrial equipment service: 2 years (Required)
• service technician leadership: 1 year (Required)
• service dispatching, scheduling and workflow management: 1 year (Required)

Work Location: In person

Salary : $80,000