Diagnostics & Repair Manager - Industrial Manufacturing Industry in West Bridgewater, Massachusetts at Double E Company

About Double E

Double E is a global manufacturing company with more than 50 years of innovation behind us and is proud to be a trusted name in web handling and converting. We build high-performance equipment and engineered solutions that keep modern manufacturing moving. Our products—from core chucks and shafts to safety chucks, rollers, web guides, and material handling systems—help customers boost speed, improve safety, and solve tough production challenges across packaging, tissue, labels, film, and more.

If you’re excited by real world engineering, hands on problem solving, and the chance to help shape what’s next, Double E is a place to build an impactful career.

Learn more about Double E and all our product offerings here.

Position Description

This role leads the full repair lifecycle within a high-precision machining and manufacturing environment, ensuring rapid diagnostics, disciplined project execution, and exceptional customer outcomes. The Repair Service Manager drives both operational excellence and revenue growth by optimizing repair processes, advancing technical solutions, and partnering closely with engineering to unlock new product innovation. You are customer obsessed, a master project manager, and are technically competent in industrial machinery manufacturing.

Responsibilities

(1) Exceptional customer service

• Clear and responsive communications with customer throughout repair lifecycle
• Ensure we have true understanding of customer issues
• Make sure issues are fully resolved to meet or exceed customer's satisfaction

(2) Efficient and effective repair diagnostics and project management

• Develop knowledge of assigned product lines – end user applications, product specifications, repairable components, system requirements
• Learn Double E’s engineering and manufacturing processes and capabilities in order to understand and recommend potential solutions
• Implement processes to efficiently and effectively evaluate customers' needs, product failure modes, and potential solutions
• Build strong relationships and communications across Double E sales, customer service, product management and manufacturing teams
• Provide clear and timely recommendations to customers (e.g. repair existing product, replace with same product, offer a new solution)
• Travel as needed to customer facilities to inspect and diagnose customer issues.
• Manage end to end repair lifecycle to from RMA open to close.
• Follow up with any unsatisfied customers to make sure their problems are resolved.
• Maintain continuous improvement in efficiency of support processes and customer satisfaction.
• Mentor and train all repair support staff.

(3) Drive revenue growth & profitability in repairs and new product engineering.

• Make Double E the highest rated in industry for customer satisfaction in repairs
• Critical member of Voice of Customer process team to improve products and service level
• Integral player in New Product Development team

Requirements

• Must be organized and able to multi-task in a fast-paced work environment.
• Strong written and verbal communication skills.
• Good understanding of a service business in a manufacturing environment.
• Ability to read and interpret operating/procedure manuals and blueprints.
• Demonstrated leadership abilities and achievement oriented.
• Excellent analytical and problem-solving skills.
• Excellent communication, computer, reporting, and analytical skills.
• Customer service oriented and ability to work well in a collaborative environment.

Education and Experience

• Strong mechanical background either through educational or work experience
• 1 + years of sales and/or engineering experience within a manufacturing industry.
• Excellent computer skills and an understanding of CRM/ERP software programs desired.
• BS in Engineering or minimum of 3 years technical experience in a related function.
• Familiarity with ERP/MRP systems preferred.