Service Operations Manager

WHAT YOU’LL DO

• Lead, mentor, and develop the service operations team.

• Set clear performance goals, KPIs, and service standards (SLAs).

• Partner with sales, technicians, engineering, and parts to deliver seamless customer support.

• Oversee scheduling, escalation paths, warranty claims, and preventive maintenance.

• Optimize processes using Lean/Six Sigma principles to improve efficiency.

• Ensure accurate reporting and insights through CRM/ERP/service tools.

• Champion the Voice of the Customer in leadership discussions.

• Leverage new technologies (remote diagnostics, predictive tools) to enhance uptime and service quality.

• Ability to travel 10-15% of the time, for customer site visits.

QUALIFICATIONS

• Bachelor’s degree in business, engineering, or related field or equivalent experience.

• 6+ years of service operations leadership in heavy equipment, OEM, industrial, or automotive industries.

• Experience managing both onsite and remote teams.

• Strong process improvement skills (Lean, Six Sigma preferred).

• Expertise with CRM, ERP, and service management systems.

• Excellent leadership, communication, and problem-solving skills.

• Customer-first mindset with a focus on minimizing downtime and maximizing satisfaction.