Q: I recently took a job managing the office of a small machine shop after years of working for a food wholesaler. The change has been good—I’m closer to home and I like the team—but I feel completely out of my depth when it comes to the industry itself. I’m an experienced office manager, but I don’t understand the terminology, the workflow, or what our customers are asking for half the time. I’m embarrassed when I have to ask people to explain things multiple times, even how to spell words for phone messages. How can I get up to speed and be effective in a workplace that’s so unfamiliar to me?
—Feeling Lost in the Shop
A: First of all, welcome to the club—many office managers have found themselves in your steeltoed shoes after switching industries. The good news is, the skills that make you a great office manager do transfer. Now it’s just a matter of building your industry-specific knowledge, and you’re already on the right track by asking how to do that.
Here’s how to get your footing and start feeling confident in your new role:
1. Acknowledge that being new is okay. You weren’t hired to be a machinist—you were hired to manage and support the business. Give yourself the grace to learn. Most people respect curiosity and humility more than bluffing your way through.
2. Build your own “Machine Shop 101” cheat sheet. Start collecting key terms, common customer requests, names of parts and processes, and a rough idea of how the workflow happens from order to delivery. Jot down questions and answers as they come up—you’ll be surprised how fast you start making connections.
3. Ask for help privately. If you’re hesitant to ask “basic” questions in front of the team, pull aside a kind and knowledgeable colleague and say, “I’m still learning the industry—can you walk me through what that means?” Most people are happy to explain when they know you’re asking to do your job better.
4. Listen and learn from the floor. Spend a few minutes each day watching what goes on in the shop, if possible. Ask to see a finished part, or what a setup looks like. It’s easier to understand technical terms when you’ve seen the tools and products in action.
5. Create a call-handling cheat sheet. If incoming calls are confusing, make a list of common customer questions and the best person to route them to. Over time, you’ll start to recognize patterns and know exactly how to respond.
6. Use online resources. YouTube is full of videos that show how machine shops work—from CNC (that’s Computer Numerical Control, in case you were wondering) basics to shop walkthroughs. A few short videos a week can go a long way in helping you understand the big picture.
7. Lean on what you do know. You already know how to manage schedules, coordinate teams, handle paperwork, and keep things running smoothly. Those skills are just as valuable in a machine shop as they were in food distribution.
You’re not lost—you’re learning a new language with words like “flanges,” “bearings,” “bushings,” “lathes” and “jigs.” Give yourself 30 to 60 days of steady effort, and you’ll feel a whole lot more at home in this industry. Keep showing up, stay curious, and remember: your fresh perspective is a strength, not a weakness.