Field Service Ops Manager — Lead Technicians & CX

CPI Service; Indianapolis (IN); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Paid time off

Travel opportunities

Career growth opportunities

Job summary

CPI is seeking a Service Manager to lead service operations for Cummins Allison and CPI products, ensuring superior customer satisfaction by coordinating with support and sales teams to deliver timely service.

The role emphasizes recruiting and mentoring technicians, training and development, and driving safety, quality, and regulatory compliance across operations. Significant travel within the territory is expected.

Qualifications

• Bachelor’s degree in a related field.
• 3–5 years of experience in service management or supervisory roles.
• Proven track record of achieving and exceeding performance targets.
• Strong leadership and interpersonal skills with ability to mentor a team of technicians.
• Excellent problem-solving abilities and capacity to resolve service escalations.
• Strong analytical and data-driven decision-making capabilities.
• Exceptional written and verbal communication skills.

Responsibilities

• Foster a customer-centric approach to ensure exceptional satisfaction for Cummins Allison and CPI customers.
• Lead recruitment, hiring, and management of service technicians.
• Develop and implement training programs to advance technician skills and industry knowledge.
• Ensure safety, quality, and regulatory compliance across service operations.
• Drive service process improvements and the use of new technologies to boost efficiency.
• Own escalation resolution and collaborate across teams to deliver long-term, preventive solutions.

Skills

Leadership

Customer service

Strategic thinking

Data analysis

Communication

Education

Bachelor’s degree in related field

Tools

SAP

Salesforce Field Service Lightning

Qlik

Job description

CPI is seeking a Service Manager to lead service operations for Cummins Allison and CPI products, ensuring superior customer satisfaction by coordinating with support and sales teams to deliver timely service.

The role emphasizes recruiting and mentoring technicians, training and development, and driving safety, quality, and regulatory compliance across operations. Significant travel within the territory is expected.