Novaspect company is currently offering an opportunity for a Reliability Services Manager to lead our fast-paced, customer-oriented reliability services organization. The successful candidate will exemplify and promote Novaspect Identity throughout the services team while providing leadership to supervisors, technicians, specialists, analysts, and service coordination resources delivering predictive maintenance, condition monitoring, corrective services, reliability consulting, wireless monitoring, and related industrial services. Additionally, the Reliability Services Manager role is accountable for the safety, engagement, capability, capacity, quality, customer satisfaction, and financial performance of Reliability Services.
Reliability Services Manager Essential Responsibilities:
People and Organizational Leadership
- Lead, coach, and develop Reliability Services supervisors and team members; establish clear roles, expectations, decision rights, and accountability for results
- Build a strong leadership pipeline through regular one-on-ones, performance feedback, career development, succession planning, and deliberate technical and leadership development
- Own workforce planning for the service organization, including recruiting, selection, onboarding, retention, compensation planning, organizational design, and staffing recommendations
- Create an engaged, inclusive, and accountable team culture that encourages candid communication, collaboration, continuous learning, and employee-owner thinking
- Address performance, conduct, and workplace issues promptly and consistently in partnership with Talent Management
- Ensure supervisors and technical leaders have the training, tools, and capacity to lead effectively
Service Operations, Planning, and Execution
- Convert customer demand, contract obligations, outage work, projects, and growth forecasts into a forward-looking capacity and resource plan
- Establish and govern consistent planning, scheduling, dispatch, job-readiness, change-order, documentation, reporting, and closeout processes from opportunity through invoicing
- Partner with service coordination and supervisors to assign resources based on technical capability, certification, workload, geography, travel, safety, customer priority, and business value
- Monitor backlog, schedule stability, utilization, overtime, travel, response time, planned-versus-actual performance, and execution quality; remove constraints and rebalance resources as conditions change
- Provide oversight for routine routes, remote monitoring, wireless deployments, outages, multi-site programs, corrective work, and complex diagnostic engagements
- Ensure company business systems, CRM/ERP tools, shared schedules, and service records are used consistently and contain accurate, timely information
- Coordinate with other Novaspect business units and qualified external resources when work requires additional labor, specialized tools, expertise, or coverage
Customer, Contract, and Commercial Management
- Serve as an escalation point for strategic accounts, service-quality concerns, critical machinery conditions, schedule conflicts, and complex customer issues
- Partner with Sales to shape executable scopes, quotations, staffing assumptions, service levels, pricing inputs, and customer commitments for new and renewal opportunities
- Own the operational review of service contracts and lead or participate in renewals, ensuring scope, capacity, risk, escalation, and profitability are understood before commitments are made
- Strengthen customer relationships through regular business reviews, clear communication of machinery condition and program value, and timely resolution of service issues
- Identify out-of-scope work, change-order needs, emerging risks, and expansion opportunities; ensure these are communicated and acted upon promptly
- Support profitable growth across vibration analysis, thermography, ultrasound, oil analysis, motor diagnostics, balancing and alignment, online and wireless monitoring, reliability consulting, training, and related offerings
Financial and Business Performance
- Develop and manage the Reliability Services operating plan, budget, forecast, staffing plan, and capital or tool requirements in alignment with business-unit objectives
- Track and improve revenue, gross margin, labor utilization, billable mix, contract performance, backlog conversion, rework, travel efficiency, and working-capital drivers
- Use operating and financial data to identify performance gaps, set priorities, and implement corrective actions with clear owners and due dates
- Evaluate make-buy-partner decisions, overtime, travel, training investments, equipment purchases, and hiring needs using customer impact, risk, capacity, lifecycle value, and return on investment
- Communicate concise performance updates, risks, resource needs, and recommendations to Reliability Solutions and Novaspect leadership
Technical Quality, Safety, and Risk
- Ensure all work is performed in accordance with Novaspect safety requirements, customer site rules, applicable regulations, quality standards, and documented procedures
- Maintain governance for technical review, analyst qualification, certifications, field procedures, report quality, escalation thresholds, and corrective actions
- Promote risk-based and condition-based decision making using equipment criticality, vibration and other condition data, repair history, customer impact, and business risk
- Support root cause analysis, bad-actor elimination, corrective action, and reliability improvement initiatives for recurring or high-consequence equipment issues
- Ensure incidents, near misses, quality issues, customer complaints, and technical errors are investigated, documented, communicated, and closed with effective corrective and preventive actions
- Maintain appropriate technical awareness to challenge assumptions, recognize when additional expertise is required, and connect customers and team members with the right resources
Continuous Improvement and Capability Development
- Establish standard work, operating rhythms, KPIs, and management reviews that create visibility and accountability across the service organization
- Analyze workload, capacity, service data, customer feedback, and financial trends to improve productivity, quality, responsiveness, and employee experience
- Build a structured technical development system for technicians, specialists, analysts, and supervisors, including certification plans, mentoring, cross-training, and field qualification
- Stay current on reliability and maintenance practices, predictive technologies, remote monitoring, analytics, service-delivery methods, and industry standards
- Lead adoption of new tools, technologies, and service offerings while ensuring processes, training, support, and commercial readiness are in place
- Execute additional job duties as required
Reliability Services Manager Education and Experience Requirements:
- Bachelor’s degree in engineering, business, operations, industrial technology, or a related field preferred; equivalent combination of education and directly relevant experience considered
- 8+ years of industrial reliability, maintenance, field service, condition monitoring, rotating equipment, automation, or related experience required
- 5+ years of progressive people leadership experience, including leading supervisors, technical professionals, or multi-location field teams, strongly preferred
- Demonstrated experience managing service operations, customer commitments, capacity, staffing, budgets, financial performance, and continuous improvement
- Working knowledge of predictive and precision maintenance technologies such as vibration analysis, thermography, ultrasound, oil analysis, motor testing, balancing, alignment, and remote or wireless condition monitoring
- Strong business and financial acumen with the ability to connect operational decisions to customer value, revenue, margin, utilization, risk, and return on investment
- Proven ability to build followership, develop leaders, navigate crucial conversations, resolve conflict, and lead change across functional boundaries
- Excellent customer-facing, interpersonal, written, presentation, and executive communication skills
- High computer application literacy, including Microsoft Office; experience with ERP, CRM, field-service-management, capacity-planning, CMMS, and business-intelligence tools preferred
- CMRP, CRL, ISO vibration certification, or other recognized reliability, maintenance, condition-monitoring, project-management, or leadership credentials preferred
- Ability to travel to customer and Novaspect locations as business needs require and to support after-hours escalation for critical service situations
Reliability Services Manager Physical Requirements:
- Ability to work extended periods at a computer and manage multiple priorities in a dynamic service environment
- Ability to visit industrial customer sites and move safely through production areas, including walking, standing, climbing stairs, and using required personal protective equipment
- Ability to work in loud industrial environments and around operating equipment while following site-specific safety requirements
- Ability to occasionally lift and carry up to 30 pounds, including laptops, instruments, and related equipment
- Ability to travel by vehicle or air and work outside normal business hours when customer or operational needs require
Reliability Services Manager Pay:
- Base Salary Range: $115,000 - $150,000
- Potential Bonus: 10%
The final offer will be based on several factors, including, but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in the position.
Reliability Services Manager Benefits:
Recognized with a Top Employee Benefit Plan Award, below you will find our outstanding total rewards package when you join our team including:
- Generous paid time off; starting at 15 vacation days, 10 holidays, and 10 days of Paid Sick & Safety Time (PSST)
- 401K with 4% company match
- Employee Stock Ownership Plan (ESOP)
- Excellent health & wellness benefits
- Student debt & tuition reimbursement
- Referral bonus
- Novaspect is a 2025 Great Place to Work® Certified company
Who We Are:
Novaspect, Inc., is an employee-owned company that engineers, sells, and services industrial process controls. Our Core Purpose is to improve our customer’s performance through the innovative application of technology. We are passionate about creating effective processes and building customer relationships. We position ourselves to attract the best talent, and ensure we are delivering local services with proven technologies.
