Service Operations Manager

Service Operations Manager

Kennewick, WA Position Summary: The Manager of Service Operations runs Cadwell's hardware repair and preventative maintenance operation as a service business, with full accountability for throughput, turnaround time, SLA performance, cost efficiency, and customer satisfaction. This is an operations leadership role first. The team's technical depth is provided by an experienced Lead Service Engineer; this manager's value is in building the systems, processes, and accountability structures that allow that technical expertise to scale reliably. As a member of Cadwell's Service Leadership Team, this manager collaborates across Product Management, Engineering, and peer Service Delivery functions to align operational capabilities with company goals and customer expectations.

Key Responsibilities:

• 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 team's 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.

Job Knowledge / Requirements

• 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

• Bachelor's 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 careers@cadwell.com.

Salary Range

$120,000 - $140,000 USD