Service Manager
About The Position
The Service Operations Manager is responsible for leading and developing a newly established Service Center within our load bank manufacturing facility. This role will play a critical part in launching, stabilizing, and scaling service operations to support customer needs and business objectives. The Service Operations Manager will oversee Buyer/Planner, Test Technicians, and Assembly personnel, ensuring operational excellence, financial performance, and high employee engagement. This role requires a hands-on, strategic leader who can build processes, drive accountability, and foster a culture of safety, quality, and continuous improvement.
Requirements
- Strong operational acumen.
- 7+ years of experience in manufacturing, service operations, or industrial operations. Field service preferred.
- 3+ years of people leadership experience in a supervisory or management role.
- Proven ability to lead cross-functional teams.
- Excellent communication, coaching, and conflict-resolution skills.
- Data-driven mindset with experience using KPIs and performance dashboards.
- Strong project management and organizational skills.
- Working knowledge of ERP/MRP systems and inventory management.
- Continuous improvement mindset (Lean/Six Sigma experience preferred).
Responsibilities
- Lead the startup and ongoing operations of the Service Center, including workflow design, staffing, equipment utilization, and process development.
- Establish standard operating procedures (SOPs) to ensure consistent, high-quality service delivery.
- Drive operational efficiency, productivity, and on-time delivery.
- Partner with Engineering, Sales, Supply Chain, and Quality teams to support service requirements.
- Develop and manage service center budgets, forecasts, and cost controls.
- Monitor key performance indicators (KPIs) including revenue, margin, labor efficiency, and turnaround time.
- Identify and execute opportunities to improve profitability and cost effectiveness.
- Support pricing, quoting, and capacity planning activities.
- Lead, coach, and develop Buyer/Planner, Test Technicians, and Assembly teams.
- Build a strong culture of accountability, collaboration, and continuous improvement.
- Drive employee engagement, training, and skill development.
- Support performance management, succession planning, and workforce planning.
- Ensure compliance with company policies and safety standards.
- Ensure service operations consistently meet or exceed customer expectations.
- Partner with Customer Service and Sales to resolve escalations and improve responsiveness.
- Drive root cause analysis and corrective actions for quality or delivery issues.
- Promote a customer-centric mindset across the service organization.
- Lead Lean, Six Sigma, and continuous improvement initiatives.
- Implement best practices in materials management, testing, and assembly processes.
- Leverage data and reporting to drive decision-making.
- Support digital and system improvements related to planning, inventory, and service management.
- Champion workplace safety and regulatory compliance.
- Ensure adherence to environmental, health, and safety requirements.
- Maintain accurate documentation and audit readiness.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
