Director of Service Operations - Industrial Machinery - Base Salary to 140k/year - Charlotte, NC

Director of Service Operations - Industrial Machinery - Base Salary to 140k/year - Charlotte, NC

Our client, a well-established manufacturer of industrial equipment, is seeking a Director of Service Operations to lead and grow its service organization. This leadership role will oversee field service, technical support, and parts operations while driving operational excellence, customer satisfaction, and long-term departmental growth.

The Director of Service Operations will lead a team of field technicians and service personnel, develop service strategies and performance metrics, support key customer relationships, and ensure efficient service delivery across the organization.

Responsibilities:

Develop and execute a service operations strategy that aligns with company goals and supports long-term growth and scalability

Establish KPIs and performance metrics to drive accountability, improve service performance, and support data-driven decision-making

Oversee all service department functions including field service, technical support, warranty administration, and parts operations

Manage work order processing, technician scheduling, dispatching, and resource allocation to maximize efficiency and minimize customer downtime

Lead, coach, mentor, and develop a team of field technicians and service personnel

Build and implement onboarding and technical training programs to support employee development and operational success

Ensure a high level of customer satisfaction through responsive, professional, and effective service delivery

Serve as a key customer contact for service orders, quotations, parts inquiries, warranty requests, and escalated service matters

Support critical customer engagements including equipment installations, technical escalations, and high-priority service calls

Provide technical guidance related to machine diagnostics, equipment troubleshooting, installation support, repair activities, and PLC-related issues

Partner with sales and applications teams to support product demonstrations, trade shows, customer presentations, and equipment evaluations

Collaborate with operations, warehouse, shipping, and other internal departments to ensure seamless service execution

Oversee parts sales, inventory coordination, warranty resolution, and service-related operational processes

Ensure compliance with OSHA requirements and all applicable workplace safety standards

Continuously evaluate and improve service processes, operational efficiency, customer experience, and team performance

Qualifications:

7+ years of service operations, field service management, or technical service leadership experience

Strong mechanical and/or electrical troubleshooting background

Experience supporting, servicing, or managing service operations for CNC machinery, industrial equipment, machine tools, manufacturing equipment, automated machinery, or similar capital equipment

Familiarity with PLC systems and troubleshooting

Experience utilizing ERP systems for service operations, work order management, scheduling, inventory control, or related functions

Experience managing service scheduling, technician dispatch, work order processes, and resource allocation

Proven experience leading, developing, and managing technical service teams

Experience establishing and tracking KPIs, operational metrics, and service performance standards

Strong customer service and customer relationship management experience

Proficiency with Microsoft Office Suite

Compensation:

Base salary in the 120k - 140k/year range

Performance bonus opportunity of 10–15%

Health, dental, and vision insurance

Paid time off and company holidays

Stable, team-oriented work environment

Opportunity to lead, develop, and grow a service organization