Service Manager - Metrology

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Management Cleveland, Ohio, Cleveland, OH, US

Our multi-state capital goods sales and service (distribution) business needs a Service Manager – Metrology immediately.

Performs a variety of complex support activities within the Metrology Service Department. Provides oversight and management-level support to calibration technicians, metrology specialists, and field service personnel. Assesses and responds to complex situations where standard procedures have failed to resolve calibration, measurement, or equipment-related issues. Strategically and tactically responsible for closing all escalated problems and issues within their region. Reports reliability, quality, and compliance concerns to the appropriate groups within the company.

Ensures all training certifications, accreditation requirements, and technician qualifications are maintained in an up-to-date fashion. May train lower-level service staff and is responsible for overseeing and organizing work carried out by direct reports within the assigned region.

• Manages a team of Calibration Technicians, Metrology Technicians, and Field Service personnel within the assigned territory.
• Ensures effective utilization of field personnel through coordination with the Service Dispatch team.
• Hires, manages, and trains employees through orientation, onboarding, scheduled field visits, in-house training classes, and development of training materials.
• Owns all performance management, development, and coaching for team members.
• Recommends and executes hiring, compensation, and other employment decisions in conjunction with Human Resources.
• Establishes daily service priorities for metrology and calibration service teams within the assigned territory.
• Leads the service team to achieve excellent customer satisfaction and service delivery performance.
• Coordinates with laboratory, operations, and service teams to ensure technicians have the tools, equipment, standards, and resources required to perform calibrations and metrology services.
• Reviews and approves expense reports of direct reports.
• Establishes close working relationships with Territory Sales Managers, Regional Service Managers, Laboratory Managers, and other key departmental staff to ensure customer expectations and company service goals are met.
• Maintains close working relationships with manufacturers, accreditation bodies, and third-party partners to ensure compliance and customer satisfaction.

• Demonstrates the highest level of detail orientation, organizational skills, and the ability to multitask efficiently
• Demonstrates a sense of urgency to attain and exceed desired results
• Demonstrates a sense of confidentiality
• Ability to leverage a variety of resources and work through others
• Ability to balance simultaneous projects while meeting assigned project timelines
• Advanced oral and written communication skills with the ability to write and edit business correspondence
• Able to maintain a high level of confidentiality
• Self-directed, detail-oriented, and flexible
• Willingness to learn and perform any/all work duties
• Forward-looking thinker who actively seeks opportunities and proposes solutions
• Other core competencies will be defined by your direct supervisor/manager

High School Diploma or GED and 10+ years of relevant experience, including supervision OR 5 years of relevant experience with a bachelor’s degree.

10-15+ years of experience in leadership and leading field service technicians.

Preferred: 5-7 years of experience with people…