Hardware Service Delivery Manager

<div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><br><strong>Position Summary: </strong><br>The Manager of Hardware Service Delivery 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.<br><br>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.</span></div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><br><strong>Key Responsibilities:</strong><br></span></div> <div> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Manage resource utilization day-to-day while leading longer-term capacity planning and staffing decisions.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Manage the escalation of operational customer issues.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Manage the team's annual expense budget with ownership of service unit economics: labor utilization, parts spend, cost per repair, and service margins.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Oversee service parts inventory to minimize repair delays.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Oversee service invoicing, ensuring accuracy, timeliness, and alignment with contract terms and repair records.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Oversee continuous improvement through documentation, SOPs, work instructions, and operational protocols. Extend standards to field-based team members and international distributors as needed.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Oversee process improvement initiatives using lean or equivalent methodologies to reduce cycle times, eliminate waste, and improve throughput.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Partner with the Technical Lead to identify skill gaps; own the resulting development and training plans.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ensure all service activities meet applicable regulatory and quality standards (ISO 13485, FDA, EU MDR).</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Other activities as directed, assigned, or requested.</span></li> </ul> </div> <div><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Job Knowledge / Requirements</strong></span></div> <div> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Comprehensive knowledge of service operations management, including workflow design, capacity planning, and performance management systems.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Thorough knowledge of service unit economics, including cost per repair, labor utilization, parts spend, and margin management.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Thorough knowledge of service management platforms, CRM systems, and reporting tools.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Thorough knowledge of lean, continuous improvement, or operational excellence methodologies (e.g., Lean, Six Sigma).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Working knowledge of regulatory and quality standards applicable to service operations in a regulated industry (e.g., ISO 13485, FDA, MDR).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to lead a technically deep team without being the technical expert; earns credibility through sound operational leadership and decision-making.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to manage workforce planning and staffing decisions, including scheduling, utilization management, and headcount modeling.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Able to communicate clearly and concisely across technical, operational, and leadership audiences, both in written and verbal formats.</span></li> </ul> <p><span style="font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Education/Experience </strong></span></span></p> <p> </p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Bachelor's degree in Business, Operations Management, Industrial Engineering, Supply Chain, or a related field (equivalent experience considered).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">5+ years in service operations, field service management, or operations leadership, preferably in a technical, regulated, or capital equipment environment.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">2+ years in a supervisory or managerial role with direct reports.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Background in medical devices, healthcare technology, or a regulated industry preferred but not required.</span></li> </ul> <p> </p> <p><span style="font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Physical Requirements/Working Conditions</strong></span></span></p> <p> </p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Extensive use of a computer will be required.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Domestic and international travel may be required; must be able to obtain necessary travel documents.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Work hours outside normal business hours may be required at times to meet business needs.</span></li> </ul> <p> </p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><em>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.</em></span></p> </div><div class="content-pay-transparency"><div class="pay-input"><div class="title">Salary Range</div><div class="pay-range"><span>$120,000</span><span class="divider">—</span><span>$140,000 USD</span></div></div></div>