Customer & Field Service Manager

Position Summary:

The Customer & Field Service Manager manages the customer support operation, keeping management updated as necessary regarding progress and any problematic machine and/or customer issues. Monitor Field Service Engineers to evaluate the overall installation and or service progress. Interact with Sales personnel to confirm machine requirements and customer expectations.

Employment Type: Full Time - Salary

Key Responsibilities:

• End-to-End Operational Oversight: Manage the full scope of operations—from production planning through final delivery—across manufacturing, service, logistics, maintenance, and warehousing.
• Technical Manufacturing Expertise: Apply in-depth understanding of machine tool production, including machining, mechanical assembly, testing, and rebuilds, to improve workflow and output.
• Lean Manufacturing Leadership: Drive the adoption and execution of Lean principles and continuous improvement strategies to reduce waste, optimize flow, and enhance productivity.
• New Product Industrialization: Partner with engineering and R&D teams to transition new products from design to full-scale production, ensuring manufacturing readiness and scalability.
• Performance Monitoring: Analyze and report on key KPIs including OEE, scrap rates, cycle times, efficiency, and capacity utilization to drive informed decision-making and corrective actions.
• Cost and Budget Management: Develop and maintain the operations budget, track manufacturing costs, and execute cost-reduction initiatives without sacrificing quality or delivery timelines.
• Compliance and Safety: Ensure adherence to all safety regulations, quality standards, and manufacturing industry best practices, fostering a culture of accountability and excellence.
• Team Development: Build and mentor a high-performance team; establish clear goals, encourage professional growth, and promote a collaborative and results-focused environment.
• Technology & Digitalization: Champion digital manufacturing technologies and support Industry 4.0 initiatives to modernize and streamline operational processes.
• Supplier Relations: Collaborate with strategic vendors and external partners to maintain quality, delivery reliability, and mutual operational alignment.
• Technical Support:
  • Front line phone and email contact for clients customers

• Receive calls and emails from customers with questions on machine issues
• Follow up with customer to provide answers to their questions
• Maintain customer support call database
• Provide customers with technical data and procedures for solutions
• Work with Mechanical, Fluids and Controls Engineering to provide solutions
• Forward information to interdepartmental managers as needed
  • Spare parts:
• Follow up spare parts quotes sent to customers to promote an increase in sales
• Contact existing customers to promote spare part sales
• Generate critical spare part packages to customers with new machines
• Expedite spare part orders through machine shop and inspection departments

  Qualifications:

  • 8–10 years of operational leadership experience in manufacturing, with strong preference for experience in machine tool building, CNC systems, or complex mechanical assemblies.
    • Expertise in core manufacturing processes: machining, assembly, quality assurance, and systems testing.
  • Knowledge of Fiber Placement Machines and their components
  • Experience managing teams in the field that are geographically separated from home base
  • Experience with new and legacy machines (1950’s to present)
  • Experienced with Microsoft Office and SAP programs
  • Excellent verbal and written (typed) communication and organizational skills are a must.
  • High School Diploma
  • US Passport
  • Valid Driver’s License

    Preferred Skills:

  • Technical Degree Preferred
    • Veteran or Military Spouse background strongly encouraged and highly valued.
    • Experience with custom machine builds, job-shop environments, or rebuild/retrofit operations.
    • Background in managing operations in ISO-certified environments or facilities subject to strict quality control systems.

      Location & Compensation:

      • Rockford, IL
      • Pay: $125-180K
      • Benefits package, including health, dental, vision, life insurance, and a 401(k) match.
      • Minimal travel requirements (5% or less).
      • Join the team to work on groundbreaking projects known for its innovation.

        About Lean Synergy: Lean Synergy Staffing is a Veteran-owned & operated recruiting firm dedicated to aligning top-tier talent with high-impact roles across diverse industries. Our team, comprised of experienced military professionals and industry specialists, brings a mission-driven approach to workforce solutions. With a specialized focus on placing skilled change management professionals, we help organizations navigate transformation with precision. We are committed to supporting transitioning service members, veterans, military spouses and civilian professionals by providing access to meaningful, long-term career opportunities that drive success for government, public and private sector clients.