Operations Manager

We are partnered with an incredible CNC Machine Tool Distributor on their search for an experienced Operations Manager. This person will oversee the company’s service, parts, and warranty functions. This individual will be a key member of our Management Team while driving efficiencies, improving profitability, and enhancing customer satisfaction across Technical Services. The ideal candidate brings a balance of hands-on CNC/Manufacturing and supervisory experience, with the ability to partner collaboratively with sales, engineering, and admin/finance teams. The Operations Manager reports directly to the Executive Vice President.

Responsibilities:

• Lead and manage hybrid and remote teams across Field Service, Parts, and Warranty functions.
• Oversee daily operations including service scheduling, resource allocation, and project prioritization to ensure optimal utilization and timely customer support.
• Supervise logistics coordination for machine tool deliveries, and installations, aligning with customer deadlines, builder/vendor schedules, and internal resources.
• Develop and implement operational strategies to reduce costs, increase margins, and improve service delivery efficiency.
• Monitor financial and operational performance metrics; provide regular reporting and recommendations to senior leadership.
• Drive continuous improvement initiatives focused on service quality, response time, and customer satisfaction.
• Collaborate with Sales and Engineering teams to ensure smooth project handoffs, timely installations, and proactive post-sale support.
• Oversee Parts and Warranty to ensure accuracy in inventory, prompt order fulfillment, scheduling, and effective claim resolution.
• Support and track customer service scores, identifying trends and implementing action plans to enhance customer experience.
• Partner with Finance to optimize service billing accuracy, warranty cost management, and drive profitability strategies.
• Collaborate with Contract Administration on warranty terms, service agreements, and customer deliverables.
• Identify technology and process improvements to streamline communication, reduce redundancy, and strengthen operational flow.
• Coach and mentor team members to build a high-performing, customer-focused organization.
• Promote a culture of collaboration, accountability, and continuous improvement across all departments.
• Ensure adherence to safety, compliance, and company standards at all levels of operations.

Requirements:

• 10+ years of relevant and progressive leadership experience within manufacturing operations or related environment.
• Experience with a CNC Machine Tool OEM, Distributor, or other related organization beneficial, but not required.
• Demonstrated success improving efficiency, margins, and customer satisfaction within a service or manufacturing business.
• Solid financial acumen with experience analyzing operational costs, budgets, and KPIs.
• Excellent communication and organizational skills, with a track record of effective cross-department collaboration.
• Ability to travel regionally (approximately 25%) as needed.
• Proficiency with ERP, CRM, or service management systems (MS Dynamics 365, Salesforce, etc.) desired.
• Bachelor's Degree highly beneficial; may consider relevant, progressive experience in lieu