Customer Service Operations Manager Jobs in Defiance, OH

Description
Integrion Automation (formally Wauseon Machine) is seeking an experienced and motivated Field Service Manager to lead our Field Service team. This is a full-time leadership position. This leadership role is responsible for overseeing daily field service operations, developing a high-performing team, and ensuring exceptional customer service. The ideal candidate is a strong leader with a passion for operational excellence, employee development, and delivering quality results in a fast-paced industrial automation environment.
The Field Service Manager is responsible for leading and managing the daily operations of the Field Service team to ensure safe, efficient, and high-quality service delivery for customers. This role oversees field service technicians, service scheduling, resource planning, customer satisfaction, and operational performance. The Field Service Manager works closely with Engineering, Project Management, Sales, Human Resources and Operations teams to support customer needs, drive service excellence, and achieve departmental objectives.
The Field Service Manager also plays a critical role inattracting top talent, building and developing ahigh-performing service team, and ensuring the organization has the skills and capacity needed to support growth. This includes workforce planning, skills development, and fostering a culture of accountability, safety, and continuous improvement.
Core Responsibilities:
Field Service Operations
• Lead and manage day-to-day field service operations, ensuring timely and effective delivery of automation, controls, and technical support services.
• Coordinate service schedules, technician assignments, and resource allocation to maximize productivity and customer responsiveness.
• Monitor service requests, project support activities, emergency service calls, and preventive maintenance programs.
• Ensure field service work is completed safely, efficiently, and in accordance with company standards and customer requirements.
• Manage service backlog and prioritize resources to meet customer commitments.
Customer Service & Relationship Management
• Serve as the primary escalation point for customer service issues and field service concerns.
• Develop and maintain strong customer relationships through responsive communication and effective service delivery.
• Collaborate with Sales and Account Managers to support customer retention and identify opportunities for additional service offerings.
• Monitor customer satisfaction metrics and implement corrective actions when necessary.
Team Leadership & Development
• Lead, coach, and develop field service technicians and service coordinators.
• Conduct performance evaluations, establish development plans, and provide ongoing mentoring.
• Support recruiting, onboarding, training, and retention of field service personnel.
• Promote a culture of accountability, teamwork, continuous improvement, and customer focus.
• Ensure technicians maintain required technical certifications and training.
Operational Performance
• Monitor and manage key service performance metrics including technician utilization, response time, service quality, backlog, and customer satisfaction.
• Drive continuous improvement initiatives to improve service efficiency and operational effectiveness.
• Develop and implement standard operating procedures and best practices for field service activities.
• Analyze service performance data and implement actions to improve productivity and resource utilization.
Safety & Compliance
• Promote and enforce a strong safety culture across all field service activities.
• Ensure compliance with company policies, customer requirements, and applicable regulatory standards.
• Conduct safety reviews, incident investigations, and corrective action initiatives as needed.
• Support quality assurance programs and continuous improvement efforts.
Cross-Functional Collaboration
• Partner with Engineering, Project Management, Manufacturing, and Sales teams to coordinate customer support activities.
• Participate in project planning and startup activities requiring field service involvement.
• Provide operational updates and performance reporting to leadership.
• Support service-related process improvements across the Automation Division.
Qualifications:
Education
• Bachelor's degree in Engineering, Industrial Technology, Automation, Business Management, or a related
field preferred.
• Equivalent combination of technical education and field service leadership experience will be considered.
Experience
• 5-10 years of experience in industrial automation, controls, manufacturing, field service, or a related technical environment.
• Demonstrated success improving service delivery performance and customer satisfaction.
• Strong understanding of industrial automation systems and field service best practices.
Technical Knowledge
• Knowledge of PLC, HMI, SCADA, industrial networking, motion control, robotics, and related automation technologies.
• Understanding of troubleshooting methodologies and service delivery processes.
• Experience with service management software, ERP systems, CRM platforms, and reporting tools.
• Ability to interpret technical drawings, electrical schematics, and control system documentation.
Desired Soft Skills
• Strong leadership and coaching abilities.
• Excellent communication and interpersonal skills.
• Customer-focused mindset.
• Effective problem-solving and decision-making capabilities.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Conflict resolution and team-building skills
• Continuous improvement mindset.
• High level of accountability and ownership.
• Adaptability and flexibility in changing business conditions. Key Performance Indicators (KPIs)
• Customer satisfaction scores
• Service response time
• First-time fix rate
• Technician utilization
• Service backlog performance
• Preventive maintenance completion rate
• On-time service delivery
• Employee retention and development
• Safety performance metrics
• Training and certification compliance
• Service revenue attainment
• Warranty and rework reduction