Service Manager - Metrology Systems

Job description The Metrology Systems Service Manager is a pivotal leadership role responsible for the end-to-end performance of our service department and the reliability of our precision equipment. This individual will lead a team of high-performing technicians, act as the primary advocate for our customers, and ensure operational excellence through meticulous asset management and inventory control. This role is designed for a technically versatile leader who can bridge the gap between complex field service repairs, internal machine production, and high-level customer relations. The Service Manager works closely with the EDMIS engineering team and our customers to provide a premium level of hardware service and support and must become a subject matter expert on our metrology hardware and system integrations. The Metrology Systems Service Manager will be expected to have the technical background needed to confidently assist the EDMIS team in the delivery of a first-class technical support experience to our rapidly expanding and broad customer base. This position is based in Bartlett, IL. Key Responsibilities 1. Leadership, Team Management, and "Lead from the Front"

Philosophy Direct Supervision:

Manage, coach, and mentor a team of Field Service Technicians. Participate in hiring, assign and review work, and establish performance standards.

Technical Development:

Evaluate technician performance through participating in field service visits; recommend training to enhance capabilities in assembly, installation, troubleshooting, and repairs. Build and implement training programs, field playbooks, and service standards to improve consistency and performance.

Culture:

Promote a culture of reliability, accountability, safety, and continuous improvement across the service department.

Scheduling:

Coordinate field staff for high-priority needs, ensuring optimal coverage and rapid response times.

Active Participation:

Take a hands-on role in the production, installation, and field service of all machines. You are not just a supervisor; you are an active member of the technical rotation.

Service Rotation:

Include yourself in the pool of field service technicians available for scheduling to complete tasks at customer sites throughout the US. 2.

Primary Customer Contact & Support Support Lead:

Serve as the primary point of contact for all customer support inquiries and technical escalations.

Expert Advice:

Provide 2nd level telephone and on-site technical support for the installation, repair, and calibration of precision measuring instruments.

Resolution Management:

Ensure clear communication and status updates to customers, driving issues to timely resolution to maintain high satisfaction levels. 3.

Asset Management & Documentation Data Integrity:

Maintain detailed and accurate notes for every machine within the Asset Management Tool .

Lifecycle Tracking:

Oversee the full equipment lifecycle—from acquisition and validation through commissioning, annual calibrations, and service visits—ensuring all assembly, installation, maintenance and calibration records are organized and audit-ready.

Documentation:

Maintain up-to-date equipment documentation, manuals, and change control records.

Quality Compliance:

Ensure all work adheres to Quality Management Systems (e.g., ISO 9001, AS9100, ITAR) and maintain the gage calibration system. 4.

Parts Inventory & Procurement Inventory Ownership:

Take full responsibility for the build and spare parts inventory, identifying critical items and maintaining adequate stock levels to minimize machine downtime.

Purchasing:

Work with Purchasing and vendors to identify and ensure availability of equipment and supplies as needed.

Cost Control:

Analyze and forecast parts costs and monitor inventory usage to improve department cost efficiency. 5.

Operations, New Machine Production, Field Service Production Oversight:

Ensure that you and your team build, commission, and install new machines within the timelines defined by the operations management team.

Technical Verification:

Participate in design reviews and startup activities for new equipment, ensuring controls verification and mechanical assembly meet rigorous standards. Lead from the

Front:

Take part in the production, installation, and field service of all machines. Work alongside colleagues throughout the machine life cycle and include yourself in the pool of field service technicians that can be scheduled to complete tasks at customer sites throughout the US.

Continuous Improvement:

Collaborate with Sales and Engineering to coordinate future product deliveries and resolve recurring hardware/software issues.

Skills & Qualifications Required:

Experience:

5+ years in Field Service or Equipment Maintenance, with at least 2 years in a leadership role (Manager, Supervisor, or Lead).

Technical Mastery:

Strong background in mechanical and electrical troubleshooting, including PLC/CNC/Robotics based systems and precision metrology instruments.

Education:

Bachelor's degree in mechanical, Electrical, or Industrial Engineering, or an equivalent technical discipline.

Business Acumen:

Ability to manage budgets, review service metrics, and support the sale of service agreements.

Communication:

Exceptional customer-facing communication skills and the ability to document complex technical findings clearly.

Preferred:

Proficiency in asset management and/or calibration record management software Experience with

ISO9001, AS9100, ITAR

regulated manufacturing environments. Prior experience with equipment commissioning, installation, and maintenance projects. Work Environment & Travel 25 - 30% travel is required to support customer sites and oversee field operations. Must be comfortable in a manufacturing environment, occasionally performing physically demanding tasks such as machine assembly or on-site repairs.

Personal Requirements:

Must be self-motivated, organized, and responsible to effectively plan, execute, and document technical support applications. Must be able to complete work responsibilities with little supervision. Creative, organized, and strong technical problem-solving skills. Fluent in English, both written and verbal. Other Language skills are a plus. Excellent communication skills (oral and written) and customer service skills. Effectively exercise personal discretion and independent judgment. Ability to travel by air and ground, within the United States, to customer facilities. Must possess a valid, unrestricted driver's license and be able to meet and maintain a qualified driver's status. Due to the nature of our work and the trade restrictions placed upon it, an offer of employment with EDMIS is contingent upon the successful verification of U.S. Citizenship or Permanent Resident status and completion of a background check and drug screen, subject to applicable laws and regulations. EDMIS does not offer work visa sponsorship within the United States. Background check must meet both EDMIS and our customer requirements and expectations.

Benefits:

Holidays:

7 Paid Holidays per

Year Vacation:

2 weeks of vacation after 1 year of service, accrued on a basis of 0.833 days per month. Medical and Dental Insurance through Blue Cross Blue Shield Illinois with copay 401K Plan with matching contribution

Life Insurance Long Term Disability Insurance Short Term Disability Insurance Job Type:

Full-time Pay:

From $40.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off

Education:

Bachelor's (Preferred)

Experience:

Field service: 5 years (Required) Field service management: 2 years (Required) Willingness to travel: 25% (Required)

Work Location:

In person