Service Manager

AppleOne Employment Services; Charlotte (NC); On-site; USD 105,000 - 135,000; Full time

Job summary

AppleOne Employment Services is seeking an experienced Service Manager in Charlotte, NC to lead a technical field service team focused on industrial bandsaws, machine tools, and related equipment. This hands-on leader will drive customer satisfaction, develop technicians, and optimize service operations.

The role emphasizes KPI-driven management, strong technical credibility, and the ability to coordinate with sales and leadership to resolve complex issues.

Qualifications

• 5+ years of industrial equipment field service experience.
• 3+ years of service leadership, supervisory, or management experience.
• Experience with bandsaws, machine tools, and related equipment.
• Ability to read electrical schematics, hydraulic diagrams, mechanical drawings and manuals.
• Valid driver's license and travel as required.
• Experience with ERP/CRM or field service management systems.

Responsibilities

• Lead the technical service department and build an accountable, customer-focused field service team.
• Oversee scheduling, installations, preventive maintenance, warranty service, troubleshooting, and emergency service.
• Provide technical guidance on mechanical, hydraulic, electrical, PLC/control, and automation systems.
• Monitor and report on KPIs: response time, utilization, first-time fix rate, and customer satisfaction.
• Ensure service reports, expenses, parts usage, and customer communications are accurate and timely.
• Coordinate with technicians, sales, and leadership to resolve escalated issues.

Skills

Field service leadership

Equipment troubleshooting

Customer service

KPI tracking

Team development

Scheduling

Education

Engineering Technology degree

Industrial Maintenance degree

Mechatronics degree

Electrical Engineering

Tools

ERP systems

CRM systems

FSM software

Job description

Job Summary

A growing industrial equipment organization in Charlotte, NC is seeking an experienced Service Manager to lead a technical field service team supporting industrial bandsaws (most important), machine tools, and related capital equipment. This direct hire opportunity is ideal for a hands-on service leader who brings strong technical credibility, disciplined service operations experience, and the ability to develop technicians into a high-performing, accountable team. The Service Manager will play a key leadership role in improving customer satisfaction, strengthening service processes, supporting technician development, and ensuring timely resolution of complex equipment issues. This is a strong opportunity for a professional who values supportive leadership, teamwork, operational excellence, and long-term career stability within a technical manufacturing and service environment.

Key Responsibilities

• Lead, coach, develop, and hold field service technicians accountable for professionalism, communication, productivity, documentation, attendance, and customer service.
• Oversee field service scheduling, installations, preventive maintenance, warranty service, troubleshooting, and emergency service response.
• Provide technical guidance on complex industrial machinery issues involving mechanical, hydraulic, electrical, PLC/control, and automation systems.
• Manage service performance using KPIs such as response time, utilization, first-time fix rate, open service cases, warranty costs, customer satisfaction, and technician productivity.
• Ensure service reports, records, expenses, parts usage, and customer communications are accurate, complete, and submitted on time.
• Handle escalated customer issues professionally while coordinating with technicians, sales teams, and senior leadership to drive resolution.

Compensation and Benefits

• Salary range: $105,000 to $135,000 per year.
• Direct hire opportunity.

Required Qualifications and Skills

• Lead the technical service department and build an accountable, customer-focused field service team.
• Manage technician scheduling, service priorities, customer escalations, warranty work, installations, and preventive maintenance.
• Improve service operations through clear expectations, accurate documentation, KPI tracking, and disciplined follow-up.
• Support troubleshooting and technical problem-solving for industrial bandsaws, machine tools, and related equipment.
• 5+ years of industrial equipment field service experience preferred.
• 3+ years of service leadership, supervisory, or management experience preferred.
• Experience leading, developing, coaching, and holding field service technicians accountable.
• Strong technical background with industrial machinery troubleshooting, including mechanical, hydraulic, electrical, PLC/control, and automation systems.
• Ability to read electrical schematics, hydraulic diagrams, mechanical drawings, and technical manuals.
• Experience managing field service scheduling, installations, preventive maintenance, warranty service, troubleshooting, and emergency service calls.
• Working knowledge of ERP, CRM, or field service management systems.
• Strong customer service, communication, conflict resolution, and professional leadership skills.
• Ability to prioritize technician assignments based on customer urgency, technician skill level, geography, and business needs.
• Valid driver's license and ability to travel as required.
• Associate's or bachelor's degree in Engineering Technology, Industrial Maintenance, Mechatronics, Electrical/Mechanical Engineering, Business Management, or a related field preferred, or equivalent industry experience.

Preferred Qualifications

• Direct experience with industrial bandsaws, sawing equipment, horizontal bandsaws, or vertical bandsaws.
• Experience with industrial machine tools, CNC equipment, material-handling equipment, or similar capital equipment.
• Demonstrated success improving service KPIs, customer satisfaction, technician productivity, and first-time fix performance.
• Strong leadership presence with the ability to earn respect from both senior technicians and developing junior technicians.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.