Service Department Supervisor Job Chippewa Lake Ohio USA,Customer Service/HelpDesk

Title: Service Department Supervisor

Shift: 1st Shift (8:00 AM – 5:00 PM, Monday – Friday)

Salary: $75,000 - $85,000 / year plus bonus potential, depending on experience

Service Department Supervisor Role:

Our client is seeking a Service Department Supervisor to act as the primary operational command center and elevate customer support into an industry-leading service model. This role exists to direct technical support traffic, manage high-stakes customer relationships during equipment downtime, and drive daily operational efficiency for one of Ohio’s premier capital equipment manufacturers.

Service Department Supervisor Responsibilities:

Serve as the primary operational hub and traffic coordinator for the service department
Conduct initial triage and technical screening for incoming customer support inquiries
Maintain rapid, transparent communication with customers during high-stress machinery downtime
Coordinate daily workflow between internal technical teams, manufacturing specialists, and field engineers
Drive a cultural shift from reactive problem-solving to a proactive customer service strategy
Monitor service ticket flow and traffic queues to ensure demanding client timelines are met
Identify operational bottlenecks within the customer service lifecycle
Recommend and execute process improvements to streamline department workflows

Service Department Supervisor Reporting Relationships:

This position reports directly to department leadership and currently has no direct reports, though it offers a direct career trajectory into managing the full service team.

About You:

Bring direct experience working within a capital equipment or industrial manufacturing environment
Offer technical background or prior experience in field service maintenance and troubleshooting
Possess exceptional communication and de-escalation skills under high-pressure conditions
Maintain a proactive, solution-oriented mindset with the foresight to resolve operational roadblocks
Display strong leadership capabilities and a desire to advance into amanagerial role
Show proficiency in managing high-volume customer requests and ticketing workflows

Additional Information:

Our client is an Equal Opportunity Employer. This position is located on-site in Medina, OH in a combined office and light industrial setting, requiring standard physical capabilities including sitting, standing, and routine computer usage.

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