Technical Service Manager Location: Guilford, CT Compensation: $105,000–$115,000 Base Salary + 10% Annual Bonus Industry: Manufacturing Position Overview Our client, a well-established manufacturer of highly engineered equipment serving customers worldwide, is seeking an experienced Technical Service Manager to lead its service operations and customer support function. This leadership role is responsible for managing a team of technical service professionals while ensuring exceptional customer satisfaction throughout the equipment lifecycle. The Technical Service Manager will oversee service operations, coordinate equipment installations and field service activities, drive process improvements, and serve as a key liaison between customers, engineering, production, and sales. The ideal candidate is a hands-on leader who combines strong technical aptitude with exceptional customer service, operational excellence, and the ability to manage multiple priorities in a fast-paced manufacturing environment. Key Responsibilities • Lead and develop the Technical Service team, establishing priorities and ensuring departmental objectives are achieved. • Serve as the primary escalation point for customer service issues, ensuring timely and effective resolution. • Coordinate equipment installations, relocations, preventive maintenance, and field service activities across domestic and international customers. • Partner closely with Engineering, Production, Sales, and Operations to support customer projects from shipment through installation and ongoing service. • Manage service schedules, repair workflows, return authorizations (RMA), and equipment tracking. • Oversee CRM and ERP documentation, ensuring accurate service records, case management, and reporting. • Monitor service performance metrics and implement continuous improvement initiatives to enhance efficiency and customer satisfaction. • Review and approve external field service activities, invoices, and contractor performance. • Support aftermarket parts and service sales while identifying opportunities to strengthen long-term customer relationships. • Ensure compliance with company policies, quality standards, and operational procedures. Qualifications • 5+ years of leadership experience within technical service, field service, customer support, or manufacturing operations. • Experience managing customer-facing technical service teams in a manufacturing environment. • Strong understanding of equipment installation, maintenance, troubleshooting, and service operations. • Experience utilizing CRM, ERP, and Microsoft Office applications. • Excellent organizational, communication, and problem-solving skills. • Ability to manage multiple projects while maintaining exceptional customer service standards. • Proven ability to build relationships across customers, vendors, and internal departments. Preferred Experience • Technical equipment, industrial machinery, medical device, capital equipment, or manufacturing industry experience. • Experience supporting domestic and international customers. • Knowledge of continuous improvement principles and service process optimization. Why Join? This is an opportunity to join a stable and growing manufacturing organization where you’ll play a critical leadership role supporting customers, improving service operations, and driving operational excellence. The organization offers a collaborative environment, competitive compensation, performance bonus, and the opportunity to make a meaningful impact across the business. Compensation & Benefits • Base Salary: $105,000–$115,000 • Annual Performance Bonus: 10% • Full-time, salaried position • Comprehensive benefits package • Long-term career growth with an established manufacturing organization #toponehire