Service Department Manager

Role summary / purpose This position is responsible for managing the day-to-day operations of the service department as they perform machinery diagnostics, repairs, maintenance, pre-delivery, and installation work on equipment for customers at a high level of quality and efficiency. These activities may take place at the company facility or in the field. The Service Department Manager is responsible for being familiar with all the products offered by the company and must be able to perform assigned work safely and in a professional manner. Key responsibilities • Manage, schedule, and mentor field service engineers and technicians • Design service engineer/technician training to keep pace with industry developments • Perform diagnostics, repair, and reconditioning of machine systems and components • Complete thorough documentation on all reports and forms required with work assignments • Communicate machinery problems and resolutions to supervisor and customers • Utilize computer programs to effectively complete assignments • Follow all applicable safety rules and regulations in performing work duties • Maintain technical and product knowledge • Analyze customer complaints by identifying the facts • Identify customer service opportunities and implement solutions • Assist in laboratory assignments such as process development and application assessments • Perform other duties as assigned by direct supervisor in a professional and efficient manner • Project a professional image in the presence of customers and partner companies • Assist in further developing the service department to meet market demands in the future • Maintain service logs, sales order organization, spare parts inventory, and budget/expense documentation Requirements – education & experience • Bachelor's degree in laser technologies or similar preferred • 5 to 7 years of related work experience • Must have a valid U.S. Driver's License • Must be able to travel domestically and internationally, occasionally on short notice (approximately 50% travel) Required skills • Excellent mechanical aptitude and strong troubleshooting skills • Able to provide quality work and think logically • Excellent verbal and written communication skills • High level of computer literacy, including NetSuite • Demonstrated organization, decision making, and problem-solving skills • Keen attention to detail with a high level of initiative • Ability to work independently • Safety-minded work habits • Ability to regularly and reliably attend work • Ability to respond quickly, accurately, and professionally to demands and requests from customers and employees What we offer – salary & benefits • PTO • Paid Holidays • Medical • Dental • 401K