Service Manager - Charlotte

Company Summary

We are a leading distributor of CNC machine tools in North America. The company supplies modern machining equipment which includes machining centers, lathes, EDM machines, robotics, automation systems, and related services to manufacturers across the United States and beyond. With a sizable team and multiple locations throughout the country, we represent several well-known brands in the industry. The company is dedicated to helping American manufacturers stay competitive by providing advanced technology, dependable support, and quality service to improve productivity and results

Job Summary

The Field Service Manager role entails managing service inquiries and coordinating with Sales teams, equipment manufacturers, Service Operations staff, Technical Support experts, and Field Service Engineers (FSEs). Primary duties include supervising the scheduling and deployment calendar for all FSEs, stepping in to provide hands-on customer assistance at customer sites when necessary, evaluating, and authorizing FSE work (such as service documentation and billing), and meeting key financial targets. The position emphasizes expanding the service division, maintaining strong customer satisfaction levels, promoting, and renewing service agreements, and maximizing the effective use of FSE personnel and resources. There is a current opening for a Service Manager based in Nashville, responsible for the Southeast

Key Responsibilities

• Collaborate with Sales teams and customers to market service offerings and increase service revenue.
• Oversee, mentor, train, and supervise direct reports, mainly Field Service Engineers.
• Carry out performance evaluations, offer professional development advice, and handle personnel matters for FSEs, including disciplinary steps or corrective measures as needed.
• Work with Engineering teams to monitor and arrange critical installation timelines.
• Maintain oversight of pending service calls and ensure prompt follow-up with customers.
• Monitor unresolved service cases to guarantee projects are completed on schedule.
• Promote, authorize, and renew service agreements.
• Examine and sign off on all Field Service Engineer tasks, including service reports and billing information.
• Provide direct on-site technical assistance to customers on an as-needed basis.
• Meet financial performance goals, deliver annual service revenue growth, attain acceptable customer satisfaction scores, and optimize FSE utilization.

Qualifications

• Strong business insight combined with proven experience leading service operations.
• Solid technical expertise in CNC systems, backed by at least 5 years of hands-on field service experience in the machine tool sector.
• Experience as a Service Manager within the Machine Tool Industry.
• Capability to handle demanding physical demands typical of industrial manufacturing environments.
• Willingness to travel 25% within the assigned region.

Preferred Qualifications

• At least a 2-year technical degree or equivalent.
• Advanced proficiency with Fanuc controls and other CNC systems used on current equipment or older legacy machines.

Compensation and Benefits

• Base salary range of $120,000–$150,000, plus Bonus.
• Company-provided vehicle or personal vehicle option with a $700 monthly car allowance.

Location

Based in Charlotte, with responsibility for South Carolina, North Carolina, Virginia and Maryland. The position requires regional travel and periodic on-site customer visits.