We are seeking a hands-on Service Manager to take full ownership of the service organization as the business prepares for a planned leadership transition. This role is ideal for someone who enjoys running service like a standalone business, with responsibility for operations, customer relationships, and financial performance (P&L).

Service today is well-staffed with capable technicians and is roughly break-even. The mission of this role is to transform service into a proactive, revenue-generating function.

What You’ll Focus On (First 90 Days)

• Immerse yourself in Butler’s people, processes, systems, and installed customer base
• Assess current service delivery, customer satisfaction, and service perception
• Engage directly with customers to uncover opportunities for improved responsiveness, additional offerings, and revenue growth
• Evaluate current dispatch and service workflows and identify areas for improvement

Day-to-Day Responsibilities

• Own day-to-day service operations, including dispatching, scheduling, and technician coordination
• Lead the service organization with accountability for performance and growth
• Proactively identify service revenue opportunities within the installed base
• Drive preventative maintenance programs, upgrades, and service agreements
• Work closely with customers on service execution, technical challenges, and drawing-related questions
• Partner with service technicians to improve efficiency and identify upsell opportunities
• Improve service processes to move from reactive to scalable and proactive

Team & Coverage

• 3 full-time U.S.-based Service Technicians
• 2 contractor/temporary resources in Europe
• Majority of time spent onsite in Middleborough
• Customers primarily in the U.S., with some international support

What We’re Looking For

• Experience leading or owning a service organization in a technical environment
• Strong operational mindset with commercial awareness (P&L, growth, revenue)
• Background in mechanical manufacturing, automation, electronics, pneumatics, or similar
• Comfort working directly with customers and technicians
• Strong organizational, communication, and problem-solving skills
• Hands-on leader who thrives in onsite, team-based environments

Tech & Tools

• Microsoft Teams is the primary internal communication platform