Service Operations Manager

Baxter•Downey, CA

15h

About The Position

The Service Operations Manager provides direct supervision, leadership, coaching, and daily direction for geographically dispersed, multi-site technical and customer service teams. The role is responsible for training and performance related to safety, customer satisfaction, continuous improvement, performance metrics, and compliance with standard operating procedures and work instructions. The manager partners closely with internal sales colleagues to review financial and profitability goals, customer service plans, and growth opportunities across rental, purchased, and Asset Advantage businesses. The position is accountable for revenue generation through Fee for Service (FFS) targets and service contract renewals, cost targets, customer satisfaction, associate development, and operational improvements. It leads teams of 7 to 28 exempt and non-exempt associates and works with internal departments, external customers, and suppliers to support operational and financial results. The role requires overnight travel of up to 30% within the assigned area and living within, or willingness to relocate to, the assigned geographic area.

Requirements

Bachelor’s degree.
At least 5 years of supervisory experience.
Ability to travel overnight up to 30% within the assigned area.
Proficient computer skills in Microsoft Office.
Ability to communicate a vision and align staff performance, establish goals and standards, and coach, develop, recognize, and reward associates.
Demonstrated ability to build customer relationships, work effectively as a teammate, and follow up and follow through.
Live within the assigned geographic area or be willing to relocate.
Must be authorized to work for any employer in the United States; visa sponsorship is not available.

Nice To Haves

Related-industry supervisory experience.
Salesforce experience.

Responsibilities

Supervise, lead, mentor, recruit, hire, train, and develop teams of 7 to 28 exempt and non-exempt associates across single- and multi-site locations.
Build effective working relationships with sales colleagues, other departments, external customers, and suppliers to support cross-functional collaboration.
Conduct biannual or annual performance reviews and set performance expectations.
Develop associates, champion change, and foster open and proactive communication.
Achieve performance metrics for safety, associate development, customer satisfaction, operational improvement, and cost containment; reassess priorities and realign goals as needed.
Develop project plans to support personnel and equipment requirements.
Drive profitability through efficient deployment of service resources and execution of service contract terms and conditions.
Generate Fee for Service revenue, meet assigned targets, and support service revenue retention through contract performance and renewals.
Meet or exceed customer satisfaction metrics, including elapsed time, open calls, capital contract compliance, and 24-hour repairs.
Partner in developing and presenting quarterly business reviews to customers.
Identify and resolve problems efficiently and provide consistent communication.
Ensure compliance with federal, state, and local regulations, company policies, SOPs, and work instructions; implement continuous improvement opportunities for operational processes and standards.
Build and maintain a safe work environment, including leading safety initiatives, investigating incidents, and implementing countermeasures.

Benefits

Healthcare insurance, including medical and dental coverage beginning on day one for eligible roles.
401(k) Retirement Savings Plan with company matching.
Paid time off, ranging from 20 to 35 days based on length of service.
Paid holidays.
Paid parental leave.
Employee Stock Purchase Plan with the ability to purchase company stock at a discount.
Basic life, accident, short-term and long-term disability, and business travel accident insurance.
Flexible Spending Accounts.
Educational assistance programs.
Family and medical leaves of absence.
Commuting benefits.
Employee Discount Program.
Employee Assistance Program.
Childcare benefits. A broader benefits description also references childcare benefits.