Test and Service Manager

JOB SUMMARY: The Test & Service Manager is the functional owner of the Test & Service department's customer-facing service execution and administrative processes, ensuring these activities are carried out effectively by the Test & Service Administrator. This position shall act as a critical resource for assisting in the relentless development of processes for maximum profitability and is a hands-on leader with a passion for quality, customer service, problem-solving, and operational excellence consisting of minimizing downtime, maintaining budget, and proactively identifying and correcting errors before equipment is shipped. In addition, the Manager inspires a culture of collaboration and accountability within the Service team, promoting continuous improvement and empowering members to develop their technical and leadership skills., * Act as an active servant leader within TWT and lead the Test & Service leadership group.

• Translate company directives, goals, and targets into clear departmental priorities, expectations, and execution plans that are understood and delivered by the entire team.
• Ensure the team receives effective technical direction, coaching, and training to test machines, perform machine health assessments, support commissioning events, identify upgrade recommendations, and capture spare parts opportunities; remove barriers and coordinate resources to meet commitments.
• Own the Test & Service Skills Matrix, including competency expectations, training plans, and a regular review cadence to build capability, flexibility, and bench strength.
• Provide semi-annual and annual performance evaluations, including ongoing coaching, feedback, and individual development planning.
• Provide functional leadership to the Test & Service Administrator by setting priorities and operating cadence, generating KARE plans, and driving Service Revenue, remaining accountable for the outcomes of delegated administrative processes (scheduling, quoting, compliance management, service documentation, payroll/expense coordination).
• Lead and own day-to-day Test & Service execution on the shop floor by setting priorities, capacity, and standard work; hold the team accountable to quality, schedule, and cost targets, and approve/oversee timekeeping, expenses, payroll coordination inputs, and department growth plans.
• Ensure test-hour estimates and scope assumptions are documented, realistic, and aligned with approved estimating standards prior to proposal release to reduce variance and protect schedule and margin.
• Support and lead continuous improvement initiatives that streamline Test & Service processes and deliver measurable performance gains (throughput, labor efficiency, downtime reduction, rework reduction, and schedule adherence) across both floor and field.
• Coordinate cross-functionally with Operations, Aftermarket, Project Management, Quality, Engineering, and Service leadership to resolve scope issues, machinery concerns, customer complaints, and warranty matters; monitor project progress against targets (percent complete vs. actual hours), identify risk early, and drive corrective actions to recover schedule and budget.
• Support intercompany Service Teams as needed by coordinating resources, sharing standard work/best practices, and assisting with escalated service issues to ensure timely resolution and consistent customer support.
• Own Test & Service Department procedures, standard work, and training governance in support of the TWT Quality Management System; ensure procedures are created/maintained, training is completed, and adherence is verified through audits and follow-up actions.
• Lead a proactive safety culture and ensure compliance with applicable OSHA, environmental, and internal safety requirements; own policies, training, documentation, incident reporting, investigations, and corrective action follow-through, engaging external vendors or cross-functional support as needed.
• Shares an obligation to protect and strengthen TWTs good reputation in our relationships with customers, employees, suppliers, competitors, investors, and governmental agencies, and to act consistently with our core values: Act with Integrity, Be the Solution, and Crossing Boundaries.

Do you have experience in Training & development?, Do you have a Bachelor's degree?, * Bachelor's degree in Business Management, Engineering Management, Operations Management or related field or experience; 3+ years of experience leading teams (including performance management and coaching).

• Demonstrated ability to manage daily execution in a fast-paced environment-set priorities, balance capacity, and meet deadlines while tracking performance to plan (hours, schedule, and key metrics).
• Strong front-line leadership skills with a coaching mindset-set clear expectations, hold the team accountable, and develop technician capability through training, feedback, and attention to detail.
• Demonstrated experience leading and improving performance in an underperforming department using root-cause problem solving, corrective actions, and standard work to drive measurable gains in safety, quality, delivery, and cost.
• Experience working within a certified Quality Management System in an OEM/manufacturing environment, including creating/maintaining procedures, training records, and supporting internal/external audits.
• Strong verbal and written communication skills to coordinate effectively with direct reports, project teams, customers, and vendors.
• Working knowledge of Microsoft Office Suite and comfort using ERP/CRM systems to manage work, documentation, and performance tracking/reporting.
• Strong customer-service mindset with ability to communicate issues clearly, set expectations, and drive timely closure of concerns.

PREFERRED QUALIFICATIONS:

• 5+ years of experience in industrial service/test, maintenance, manufacturing support, or quality functions related to industrial equipment and testing processes, including at least 3 years in a front-line people leader role.
• Ability to lead technical teams without being the primary troubleshooter; comfortable reviewing test plans, work instructions, and technical documentation (including electrical/hydraulic/pneumatic schematics) to support decision-making and issue resolution.
• Demonstrated success leading cross-functional escalation resolution across Operations, Engineering, Quality, Aftermarket, and Project Management.
• Formal safety training/certifications (e.g., OSHA 10/30; NFPA 70E awareness) and experience leading incident investigations, corrective actions, and sustained safety improvements in an industrial environment.
• Experience planning and coordinating service/test work (scope, labor hours, scheduling, documentation) and improving administrative discipline to support on-time delivery and customer commitments.
• Lean/Six Sigma Green Belt (or higher) and demonstrated experience using data/KPIs (ERP/CRM, dashboards, Excel) to drive corrective actions and sustained performance improvement.

ESSENTIAL PHYSICAL FUNCTIONS AND EQUIPMENT USED:

• Frequent standing and walking in a manufacturing environment
• Sitting at a computer for extended periods of time
• Computers
• Phones
• ERP and CRM Systems

Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance