Cadwell
Service Operations Manager
Kennewick, WA
Sponsorship not specified$120k-$140kDetected 89 days ago
Product ManagementCRMOperations ManagementSupply ChainProcess ImprovementHRPerformance ManagementHardware DesignFDA RegulatoryMedical DevicesLeadership
About the role
- 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.
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.
- Partner with Product Management and Hardware Engineering to ensure operational readiness ahead of new product releases
- Partner with the Technical Lead to identify skill gaps
- own the resulting development and training plans.
- 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.
- Comprehensive knowledge of service operations management, including workflow design, capacity planning, and performance management systems.
- Ability to lead a technically deep team without being the technical expert; earns credibility through sound operational leadership and decision-making.
Requirements
- Bachelor's degree in Business, Operations Management, Industrial Engineering, Supply Chain, or a related field (equivalent experience considered).
Compensation
- $120,000 - $140,000 USD
- Manage the team's annual expense budget with ownership of service unit economics: labor utilization, parts spend, cost per repair, and service margins.
Benefits
- Education/Experience
- Background in medical devices, healthcare technology, or a regulated industry preferred but not required.
Company info
- 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.
- 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.
- Ensure all service activities meet applicable regulatory and quality standards (ISO 13485, FDA, EU MDR).
- Other activities as directed, assigned, or requested.
- Thorough knowledge of service unit economics, including cost per repair, labor utilization, parts spend, and margin management.
Visa & Work Authorization
- t 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 info
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This listing is sourced directly from Cadwell's careers page and normalized into a canonical job model.