Service Operations Manager

• Oversee and lead end-to-end service operations ensuring KPIs such as repair turn times throughput SLA first-time-fix rates and costs per repair are met or exceeded.
• Manage resource utilization day-to-day while leading longer-term capacity planning and staffing decisions.
• Manage the escalation of operational customer issues.
• Manage the teams annual expense budget with ownership of service unit economics: labor utilization parts spend cost per repair and service margins.
• Oversee service parts inventory to minimize repair delays.
• Oversee service invoicing ensuring accuracy timeliness and alignment with contract terms and repair records.
• Oversee continuous improvement through documentation SOPs work instructions and operational protocols. Extend standards to field-based team members and international distributors as needed.
• Oversee process improvement initiatives using lean or equivalent methodologies to reduce cycle times eliminate waste and improve throughput.
• Partner with Product Management and Hardware Engineering to ensure operational readiness ahead of new product releases; serve as the operational representative in engineering change orders (ECOs) throughout the product lifecycle.
• Partner with the Technical Lead to identify skill gaps; own the resulting development and training plans.
• Ensure all service activities meet applicable regulatory and quality standards (ISO 13485 FDA EU MDR).
• Other activities as directed assigned or requested.

• Comprehensive knowledge of service operations management including workflow design capacity planning and performance management systems.
• Thorough knowledge of service unit economics including cost per repair labor utilization parts spend and margin management.
• Thorough knowledge of service management platforms CRM systems and reporting tools.
• Thorough knowledge of lean continuous improvement or operational excellence methodologies (e.g. Lean Six Sigma).
• Working knowledge of regulatory and quality standards applicable to service operations in a regulated industry (e.g. ISO 13485 FDA MDR).
• Ability to lead a technically deep team without being the technical expert; earns credibility through sound operational leadership and decision-making.
• Ability to manage workforce planning and staffing decisions including scheduling utilization management and headcount modeling.
• Able to communicate clearly and concisely across technical operational and leadership audiences both in written and verbal formats.

Education/Experience

• Bachelors degree in Business Operations Management Industrial Engineering Supply Chain or a related field (equivalent experience considered).
• 5 years in service operations field service management or operations leadership preferably in a technical regulated or capital equipment environment.
• 2 years in a supervisory or managerial role with direct reports.
• Background in medical devices healthcare technology or a regulated industry preferred but not required.

Physical Requirements/Working Conditions

• Positions working with Cadwell equipment generally may require some reaching bending stooping squatting crawling kneeling pushing pulling and occasional lifting and carrying up to 50 pounds finger dexterity repetitive motions standing walking sitting hearing visual acuity color vision and 2-way written/verbal communication. More specific details may be provided as needed or requested.
• Extensive use of a computer will be required.
• Domestic and international travel may be required; must be able to obtain necessary travel documents.
• Work hours outside normal business hours may be required at times to meet business needs.

Cadwell Industries Inc. is an Equal Opportunity Employer and as such affirms the right of every person to participate in all aspects of employment without regard to race religion color national origin citizenship sex sexual orientation gender identity age veteran status disability genetic information or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position contact our Human Resources department at

Salary Range

$120000 - $140000 USD