Service Operations Supervisor

Relevant Industrial LLC•Houston, TX

5d•Onsite

About The Position

The Service Operations Supervisor leads the Houston service office for Relevant Solutions’ rotating equipment service business. Reporting to the Director of Houston Field Services, the supervisor leads the Senior Service Coordinator - Team Lead, Service Coordinators, and Service Support Technical Specialist, and serves as the daily link among the service office, field service managers and technicians, sales, and customers. The role is the named relationship owner for Houston rotating equipment service customers and leads customer complaint and conflict resolution, while communicating customer feedback to sales. This is a hands-on role using Epicor P21, MSI ServicePro, and Ingersoll Rand partner portals. The supervisor handles escalated operational cases and is accountable for reliable request intake, dispatch, quoting, work-order processing, invoicing, customer communication, and the coordination between office and field. The position also oversees service contracts, preventive maintenance, warranty administration, remote monitoring and reliability activities, subcontracted service, data quality, reporting, fleet and equipment tracking, and team development. The role is based at the Houston service center, with regular local travel to customer sites and occasional early, late, weekend, or on-call coverage for emergency service.

Requirements

High school diploma or equivalent required.
At least 5 years of experience in service coordination, dispatch, or service administration for an industrial equipment service business.
At least 2 years leading or supervising a coordinator or dispatch team.
Working knowledge of the field-service work-order-to-invoice cycle, including quoting, work orders, time and parts capture, service reports, and invoicing.
Hands-on experience with a distribution or service ERP and field-service scheduling or dispatch software.
Ability to accommodate a flexible schedule, including occasional early, late, weekend, or on-call coverage for emergency service.
Organized and calm under high daily volumes of calls, changes, and exceptions; able to resolve issues rather than simply route them.
Customer-focused, with clear and proactive communication skills and comfort interacting with customers and working alongside sales.
Conflict-resolution and de-escalation skills, including listening, taking ownership, and finding workable resolutions.
Ability to lead a small team by setting expectations, following up, coaching, and holding people accountable while maintaining trust.
Comfortable interpreting schedules, work orders, aging reports, and utilization figures and acting on them.
Ability to work effectively and respectfully with technicians, field service managers, sales, Finance, and customers.

Nice To Haves

Associate’s or bachelor’s degree in business, operations, or a technical field.
Experience with Epicor P21.
Experience with compressed air or rotating equipment service.
Experience with OEM warranty processes, preferably Ingersoll Rand.
Experience with service contract administration.

Responsibilities

Run the Houston service office’s intake for phone, email, and portal requests; log each request, assign an owner, and acknowledge it to the customer the same day.
Own daily technician scheduling and dispatch, matching skills and certifications to jobs, managing schedule changes, minimizing travel and overtime, and preserving emergency capacity.
Coordinate parts readiness before dispatch with the Service Support Technical Specialist and service buyer.
Maintain visibility into open requests, scheduled work, and backlog; escalate capacity constraints and at-risk commitments.
Own the service-office quoting process, ensuring quotes are priced to standards and approval limits and issued within turnaround targets.
Manage work orders from approval through invoice, including work-order creation, time and parts capture, service-report review, and invoicing in Epicor P21.
Review completed work and reduce unbilled work-in-progress and days-to-invoice by following up on missing time, parts, and service reports.
Own invoice accuracy and first-line billing-dispute resolution; partner with Finance on credits, collections support, and customer account issues.
Administer service agreements and preventive maintenance programs, including entitlements, scheduling, billing schedules, and renewals; ensure contracts are correctly set up in Epicor P21.
Oversee Ingersoll Rand warranty claims and recoveries, and administer Relevant’s customer warranty consistently.
Supervise remote monitoring and reliability work, including Helix alerts, oil sample results, customer outreach, and resulting service response; work to increase connected-equipment coverage.
Administer subcontracted service work, including vendor setup, purchase orders, documentation, and pass-through billing.
Serve as the named customer contact and relationship owner; visit customer sites, represent the service office, set communication expectations, and bring customer needs to the field and sales.
Set and maintain proactive customer communications for appointment confirmation, technician en-route notices, completion summaries, and follow-up.
Ensure jobs close with complete digital service reports, including findings, photos, parts used, recommendations, and asset history, delivered promptly and retained in the system of record.
Own customer complaint intake, escalation, resolution, and documentation; identify root causes with field service managers and close the loop with customers.
Lead customer conflict resolution by taking ownership, coordinating relevant teams, agreeing resolutions with customers, and following up; escalate matters outside the supervisor’s authority to the Director of Houston Field Services.
Maintain regular service–sales touchpoints on key accounts, join sales on customer calls and visits when asked, and keep sales informed of customer issues.
Report significant complaints and feedback to the responsible sales account owner and summarize complaint themes, repeat issues, and at-risk accounts for sales and the Director of Houston Field Services.
Keep technician compliance administration current, including customer-required credentials, safety training, certifications, and screening programs.
Act as the service office power user for MSI ServicePro, Epicor P21 service and billing functions, and Ingersoll Rand partner portals; train the team, maintain data standards, and raise system issues and improvement requests.
Maintain accurate customer, asset, contract, and pricing data for the Houston install base.
Produce weekly and monthly service-office metrics for the Director of Houston Field Services and Service Operations Support Manager.
Track service fleet, tools, and test-equipment calibration status to help ensure technicians arrive with compliant equipment.
Run daily dispatch huddles and weekly service-office reviews, and contribute metrics, open issues, escalations, complaint trends, and resolution actions to monthly service meetings.
Coordinate with the Service Operations Supervisor - Lafayette to align processes across rotating equipment service sites and raise differences needing decisions.
Lead, schedule, coach, and develop the Senior Service Coordinator - Team Lead, Service Coordinators, and Service Support Technical Specialist; set expectations, review work, conduct performance reviews, and create and follow through on development plans.
Cross-train the team to maintain coverage during absences and peak demand, and step into coordinator duties when needed.
Model customer-focused service and maintain professional working relationships between the service office and field teams; resolve friction promptly.
Act for the Director of Houston Field Services on day-to-day service-office matters when unavailable, within defined decision limits, and keep him informed.