Operations Manager

Vortex Industries.•Glen Burnie, MD

About The Position

The Operations Manager leads the daily operation of a Vortex Service Center, overseeing field Service Technicians and office-based Warehouse Associates and Customer Service Representatives. The role coordinates office and field crews to deliver timely, high-quality service and strong customer satisfaction, and leads complex service, repair, installation, replacement, and construction-related projects involving commercial dock equipment, high-speed and specialty doors, overhead doors, and related warehouse equipment. Hands-on technical knowledge is used to scope work, support accurate quoting, manage timelines, and ensure safe work that meets Vortex quality standards. The Operations Manager also leads the local Certified Trainer program and reports directly to the Branch Manager, working closely with front-office staff to support sales, service, and operational goals. The role manages technician scheduling and dispatch, job readiness, performance, safety, customer satisfaction, coaching, and equipment readiness. It oversees trainer coordination and technician development, warehouse organization and inventory, and coordination with Service Coordinators on scheduling, materials, and customer communications. The Operations Manager provides technical and project oversight, conducts site assessments as needed, tracks project progress, addresses field challenges, and reports performance information and staffing needs to leadership. The position also supports process improvement and enforces OSHA and company safety standards.

Requirements

At least 5 years of operational leadership experience in a service, repair, or construction environment.
Hands-on experience managing field crews and coordinating with office or administrative teams.
Strong understanding of job flow, quoting, materials, and scheduling in a skilled-trade setting.
Proficiency in Microsoft Office.
Strong interpersonal and communication skills.
At least 1 year of experience as a Service Advisor to apply.
Proven people-development and conflict-resolution skills.
Ability to apply technical knowledge; mechanical aptitude and problem-solving ability.
Experience conducting meetings with exempt and non-exempt personnel.
Experience hiring, training, and developing employees and conducting annual performance reviews.
Clear understanding of and adherence to ethical principles, company values, code of conduct, and policies.
Ability to drive, walk, climb, kneel, and carry.
Ability to operate standard office equipment and keyboards.

Nice To Haves

Experience with service management or CRM systems.

Responsibilities

Manage daily technician scheduling, dispatching, and job execution.
Conduct morning meetings to prepare crews and confirm readiness, materials, and documentation.
Monitor job performance, safety practices, and customer satisfaction.
Coach and develop technicians through ride-alongs and performance feedback.
Ensure vehicle upkeep, uniform standards, and tool and equipment readiness.
Oversee the local Certified Trainer program, coordinating trainers, technician onboarding, skill development, training milestones, and progress reporting.
Supervise and coordinate with Service Coordinators on job scheduling, material availability, and customer communication.
Provide training on the Servman ERP system, tablet usage, and administrative functions as needed.
Assist with escalated customer issues and ensure professional, timely resolution.
Lead planning and execution of complex service, repair, installation, replacement, and construction-related projects involving dock equipment, doors, and related warehouse equipment.
Provide technical guidance and field support to technicians performing equipment repairs and installations.
Review job scopes for accurate materials, labor estimates, and timelines before scheduling.
Coordinate project timelines among technicians, sales staff, vendors, and customers to support on-time completion and minimize client disruption.
Conduct site assessments when needed for large repairs, equipment replacements, or construction-related service work.
Monitor project progress, address field challenges, and ensure work meets safety, quality, and customer expectations.
Maintain a strong understanding of commercial dock equipment systems, including levelers, restraints, seals, shelters, and high-speed, specialty, and overhead doors.
Manage warehouse organization and inventory levels for job readiness; coordinate material needs with technicians and front-office staff.
Identify operational inefficiencies and implement process improvements.
Enforce safety policies and compliance with OSHA and company standards.
Report KPIs, job performance data, and staffing needs to the Regional Team Leader.