Service Manager

About
X-Series USA

X-Series USA is a Bozeman,
Montana-based industrial machine tool manufacturer delivering advanced metal
fabrication equipment including fiber laser cutting systems, robotic welding
automation, CNC press brakes, and heavy steel profiling processors. We serve
structural steel fabricators, OEM manufacturers, job shops, and heavy
industrial processors across the United States.

Service is not a department at X-Series — it is the strategic backbone of how
we compete and how we retain customers. The Service Manager is a critical
leadership hire in that commitment.

Job
Summary

Requirements

Key
Responsibilities

Team Leadership & Development

• Lead, train, and mentor the
U.S. service team, fostering a culture of professionalism, accountability, and
continuous learning.
• Schedule and assign service technicians for installations, repairs, and
preventive maintenance tasks.
• Ensure compliance with safety procedures, customer site policies, and company
service standards.
• Develop and implement standard operating procedures (SOPs) for consistent
service execution.

Service Operations

• Oversee all aspects of machine
installation, commissioning, and customer training.
• Manage service requests, preventive maintenance schedules, and warranty
claims.
• Ensure timely documentation of service activities, parts usage, and customer
feedback.
• Serve as the primary point of contact for post-installation customer support.
• Address and resolve escalated service issues promptly to ensure customer
satisfaction.
• Build and maintain strong relationships with customers to promote service
contracts and repeat business.

Cross-Functional Collaboration

• Collaborate with Engineering
and Project Management to ensure technical issues are escalated and resolved
effectively.
• Provide feedback to Product and Engineering teams based on field performance
and recurring issues.
• Coordinate with Logistics to ensure spare parts availability and timely
shipment of replacement components.
• Support leadership with special projects and strategic service initiatives as
required.

Reporting & Continuous Improvement

• Track and report service
metrics including response time, resolution rate, and customer satisfaction.
• Analyze service data to identify trends and opportunities for process
improvement.
• Recommend service training, tools, and technology enhancements to improve
efficiency and quality.

Qualifications

• Bachelor’s degree in
Engineering, Technical Management, or a related field; equivalent experience
considered.
• 5+ years of experience in industrial equipment service management or
technical field service.
• Proven leadership experience managing service teams in a field-based
environment.
• Strong mechanical, electrical, and troubleshooting knowledge related to
machinery or automation systems.
• Proficiency in CRM or service management software; Zoho preferred.
• Excellent communication, organization, and problem-solving skills.

Skills
& Competencies

• Customer-focused mindset with
strong interpersonal skills.
• Ability to manage multiple service projects simultaneously.
• Technical proficiency in machinery installation, diagnostics, and repair.
• Strategic thinking and data-driven decision-making.
• Strong documentation and reporting discipline.
• Leadership presence with a hands-on, team-oriented approach.

Work
Environment / Schedule

• U.S.-based with regular travel
to customer sites.
• Standard business hours with flexibility required for emergency service
requests.
• Combination of office, field, and remote coordination work.

Benefits

Compensation
Range

$80,000 – $90,000 annually,
commensurate with experience and qualifications.

Benefits

• Major medical, vision, and
dental insurance.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Travel reimbursement and per diem for field service work.
• Professional development and technical training opportunities.
• Performance-based annual bonus.