Service Department Supervisor

Gilder Search Group; Chippewa Lake (OH); On-site; USD 75,000 - 85,000; Full time

Job summary

Gilder Search Group is seeking a Service Department Supervisor for our Medina, OH facility. This role will direct the service department, manage high-stakes customer relationships during equipment downtime, and drive daily operational efficiency for a premier capital equipment manufacturer.

This is a on-site, first shift position (8:00 AM – 5:00 PM, Monday–Friday). Salary ranges from $75,000 to $85,000 per year, plus bonus potential based on experience.

Qualifications

• Experience in capital equipment or industrial manufacturing environment.
• Technical background or field service maintenance and troubleshooting.
• Strong communication and de-escalation skills under pressure.
• Proactive, solution-oriented mindset to resolve roadblocks.
• Leadership capabilities and desire to move into management.
• Ability to manage high-volume customer requests and ticketing workflows.

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.

Skills

Communication

De-escalation

Leadership

Customer service

Ticketing systems

Field service experience

Job description

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 primaryoperational command center and elevate customer support into an industry-leadingservice model. This role exists to direct technical support traffic, manage high-stakes customer relationships during equipment downtime, and drive dailyoperational 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 servicedepartment
• Conduct initial triage and technical screening for incoming customer supportinquiries
• Maintain rapid, transparent communication with customers during high-stressmachinery downtime
• Coordinate daily workflow between internal technical teams, manufacturing specialists, and field engineers
• Drive a cultural shift from reactive problem-solving to a proactive customerservice strategy
• Monitor service ticket flow and traffic queues to ensure demanding clienttimelines 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 directreports, though it offers a direct career trajectory into managing the full serviceteam.

About You:

• Bring direct experience working within a capital equipment or industrialmanufacturing environment
• Offer technical background or prior experience in field service maintenanceand 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 inMedina, OH in a combined office and light industrial setting, requiring standard physical capabilities including sitting, standing, and routine computer usage.

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