Operations Manager
About The Position
The Operations Manager provides leadership for the daily operation of a Vortex Service Center, overseeing field Service Technicians, Warehouse Associates, and office Customer Service Representatives. The role coordinates office and field operations to support prompt, high-quality service and customer satisfaction. It leads service, installation, repair, replacement, and construction-related projects involving commercial dock equipment, high-speed and specialty doors, overhead doors, and associated warehouse equipment. Technical knowledge is used to scope projects, support accurate quoting, manage timelines, and ensure safe work that meets Vortex quality standards. The Operations Manager also leads the local Certified Trainer program to develop technical talent and consistent training. The position reports directly to the Branch Manager and works closely with front office staff to support sales, service, and operational goals. The role manages technician scheduling and job execution, supports and develops technicians, supervises warehouse organization and inventory, coordinates with Service Coordinators, and assists with escalated customer issues. It provides technical and project oversight, supports training in the Servman ERP system and tablet use, improves operational processes, enforces safety standards, and reports KPIs, job performance, and staffing needs to the Regional Team Leader.
Requirements
- At least 5 years of operational leadership 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 concepts, mechanical aptitude, and problem-solving skills.
- Experience conducting meetings with exempt and non-exempt personnel.
- Experience hiring, training, developing, 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 proper vehicle upkeep, uniform standards, and tool and equipment readiness.
- Oversee the local Certified Trainer program, coordinate with trainers, develop new technicians, and track training milestones and progress.
- Manage warehouse organization and inventory levels and supervise Warehouse Specialists.
- Coordinate with Service Coordinators on scheduling, material availability, and customer communication.
- Provide training on the Servman ERP system, tablet use, 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, high-speed and specialty doors, overhead doors, and related warehouse equipment.
- Provide technical guidance and field support to technicians performing repairs and installations.
- Review job scopes for accurate materials, labor estimates, and timelines before scheduling.
- Coordinate project timelines among technicians, sales, vendors, and customers.
- Conduct site assessments as 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.
- Coordinate incoming and outgoing material needs with technicians and front office staff.
- Identify operational inefficiencies and implement process improvements.
- Enforce safety policies and ensure compliance with OSHA and company standards.
- Report KPIs, job performance data, and staffing needs to the Regional Team Leader.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
