Purpose

As a Service Supervisor, you will lead a team of Service Specialists, and Lead Service Specialists responsible for maintaining, troubleshooting, and improving a growing fleet of Additive Manufacturing (AM) systems. You will own day-to-day service operations, improve equipment availability and reliability, develop technical talent, and establish the operational discipline required to support consistent, high-quality production.

This is a highly visible, hands-on leadership role for someone who thrives in high-reliability, procedure-driven environments and knows how to build teams, establish standards, solve complex technical problems, and continuously improve performance.

The Role

Own Service Operations

• Lead daily service operations with accountability for safety, equipment availability, maintenance execution, and production support.
• Establish daily priorities and allocate service resources based on production requirements, equipment condition, quality impact, safety, and business priorities.
• Ensure preventive, predictive, corrective, and emergency maintenance activities are executed safely, effectively, and in accordance with established procedures.
• Monitor equipment status, downtime, maintenance workload, and production impacts to identify risks before they affect production commitments.
• Maintain effective shift handoffs and ensure equipment issues, repair status, risks, and outstanding actions are clearly communicated across shifts and functions.
• Monitor and maintain spare parts inventory, escalating potential shortages before they happen.

Build & Lead a High-Performance Team

• Hire, train, coach, and develop a team of Service Specialists supporting additive manufacturing operations.
• Establish clear expectations for safety, quality, productivity, technical execution, and professional conduct.
• Develop technical capability and bench strength through structured training, qualification, mentoring, and cross-training.
• Identify skill gaps and create development opportunities that prepare Service Specialists for increased technical responsibility and future leadership roles.
• Provide timely performance feedback and hold team members accountable for execution, attendance, documentation, safety, and adherence to established standards.

Drive Service Discipline

• Establish and reinforce standardized maintenance, troubleshooting, calibration, documentation, and service practices.
• Ensure consistent execution across shifts, technicians, and equipment.
• Maintain rigorous standards for preventive maintenance, equipment documentation, calibration, work instructions, and technical records.
• Identify gaps in procedures, training, tooling, spare parts, and service processes and partner with Engineering and other functions to close them.
• Promote a culture where technicians understand not only what to do, but why it matters to equipment reliability, product quality, and production performance.

Improve Equipment Reliability & Utilization

• Improve equipment availability, reliability, service response, maintenance effectiveness, and overall equipment utilization.
• Use equipment performance, downtime, maintenance, and production data to identify constraints and opportunities for improvement.
• Establish and execute a pipeline of service and reliability improvement initiatives with measurable results.
• Evaluate equipment modifications, component upgrades, spare parts strategies, tooling, and maintenance approaches based on operational impact and long-term reliability.
• Partner with Engineering and technical teams to support equipment installations, commissioning, relocations, upgrades, and integration of new additive manufacturing systems.

Solve Complex Technical Problems

• Lead structured problem solving across equipment, controls, electrical, mechanical, optical, automation, and process-related issues.
• Coordinate Service Specialists, Lead Service Specialists, Engineering, Quality, Production, and external suppliers as required to resolve complex or high-priority equipment issues.
• Drive root-cause analysis and corrective and preventive actions that improve long-term equipment reliability and performance.
• Translate lessons learned into improved maintenance practices, procedures, standards, and training.
• Ensure significant equipment issues and recurring failures are escalated appropriately and tracked through resolution.

Drive Safety, Quality & Continuous Improvement

• Establish a culture of safety, accountability, technical excellence, and continuous improvement across the AM Service team.
• Partner with Production, Manufacturing Engineering, Controls, Quality, and other cross-functional teams to resolve operational risks and improve manufacturing performance.
• Provide leadership with visibility into equipment condition, downtime, staffing, technical risks, resource requirements, and improvement opportunities.
• Use data and structured problem solving to improve service effectiveness, reduce downtime, and support manufacturing goals.

Basic Qualifications

• Ability to lawfully access information and technology that is subject to US export controls

Leadership Profile

• Proven leadership in high-reliability, high-accountability manufacturing or technical environments.
• Demonstrated ability to build teams, establish standards, develop technical talent, and deliver results under pressure.
• Experience managing employee performance, providing feedback, and holding teams accountable for safety, quality, and execution.
• High ownership mindset with a bias toward action, accountability, and continuous improvement.

Operational & Technical Experience

• Experience leading maintenance, service, manufacturing, or technical operations in a complex automated environment.
• Significant hands-on experience troubleshooting and maintaining complex manufacturing equipment.
• Experience with mechanical, electrical, automation, machine controls, and system-level troubleshooting.
• Experience managing risk, driving root-cause resolution, and improving equipment reliability.
• Experience with procedure-driven execution, preventive maintenance, technical qualification, or similar structured programs.
• Hands-on experience with Additive Manufacturing technology, equipment, and processes in a factory environment.

Execution Skills

• Strong analytical and problem-solving ability.
• Ability to prioritize competing demands, allocate resources, and make sound operational decisions in a fast-paced production environment.
• Comfortable operating both on the floor and at the systems level.
• Effective communicator across technical, operational, and leadership teams.
• Ability to interpret electrical schematics, mechanical drawings, control architectures, and technical documentation.
• Demonstrated commitment to safety, disciplined execution, and continuous improvement.
• Ability to lawfully access information and technology that is subject to US export controls.

Preferred Qualifications

• Experience supervising maintenance, service, engineering, or technical teams in an automated manufacturing environment.
• Experience with metal or other Additive Manufacturing processes and equipment, including large format LPBF printers.
• Experience with laser-based systems, optics, precision motion systems, robotics, automation, PLCs, industrial controls, or industrial networks.
• Experience developing or managing preventive and predictive maintenance programs.
• Experience using equipment performance and maintenance metrics to drive reliability and operational improvements.
• Experience leading root-cause analysis and corrective/preventive action activities.
• Experience with workforce planning, staffing, scheduling, overtime management, or shift operations.
• Experience developing technical training, qualification programs, or standardized work practices.
• Experience in aerospace, automotive, defense, or other highly regulated manufacturing environments.
• Experience working within AS9100, IATF 16949, or similar quality management systems.

Work Environment

• Performed in a manufacturing environment with exposure to noise, machinery, and industrial equipment.
• Requires frequent standing, walking, bending, reaching, and hands-on interaction with manufacturing and maintenance equipment.
• Must be able to lift up to 30 lbs. independently as required to perform service and repair activities.
• May involve crouching, climbing, confined spaces, or working around operating machinery.
• PPE, including but not limited to safety glasses, hearing protection, gloves, and other required protective equipment, must be worn in accordance with company and site requirements.
• May occasionally require extended or weekend hours to support production requirements, equipment recovery, or critical maintenance activities.
• This role operates in a fast-paced, high-mix manufacturing environment where priorities can shift rapidly based on equipment performance, production requirements, engineering changes, supply chain constraints, and program milestones.
• The environment demands tight cross-functional collaboration with Production, Manufacturing Engineering, Controls, Quality, Supply Chain, and other technical teams to ensure daily service execution aligns with production and program requirements.
• Success in this environment requires hands-on engagement on the shop floor, strong technical and systems knowledge, and the ability to anticipate and resolve equipment and staffing risks before they impact key deliverables.
• The culture emphasizes proactive communication, data-driven decision making, accountability, and continuous improvement while maintaining high standards for safety, quality, equipment reliability, and production performance.