Service Operations Supervisor

Signode•Roselle, IL

2d•$57,500 - $72,000•Onsite

About The Position

The Service Operations Supervisor is responsible for leading and overseeing service administration and coordination functions to ensure efficient, accurate, and scalable execution of service operations. This includes ownership of service request processing, scheduling coordination, administrative workflows, and billing support across the Service organization. This role provides direct leadership across Service Account Coordinators and Field Service Administrative Support roles, ensuring consistent execution, workload balance, and accountability for operational performance. The Supervisor evaluates team structure, processes, and system utilization to drive standardization, efficiency, and improved service delivery. A key focus of this role is optimizing Microsoft Dynamics 365 (D365) Field Service to improve workflow automation, data accuracy, reporting visibility, and overall operational effectiveness.

Requirements

High School Diploma or GED required
5+ years of experience in service operations, customer service, or field service support
Demonstrated ability to manage team performance, workflows, and cross-functional coordination
Experience improving processes and driving operational efficiency
ERP and service management system experience required (e.g., Microsoft Dynamics 365 Field Service)

Nice To Haves

Bachelor’s degree preferred (Business, Operations, or related field)
Previous leadership or supervisory experience preferred

Responsibilities

Provide day-to-day leadership and direct management of Service Account Coordinators and Field Service Administrative Support staff
Lead, coach, and develop team members, driving accountability for performance, workload balance, and service execution quality
Ensure appropriate staffing coverage and alignment of responsibilities across service administration functions
Own and oversee end-to-end service administration workflows, including service request lifecycle, scheduling coordination, billing support, and administrative execution
Ensure consistent, accurate, and timely execution across all service processes aligned with business priorities
Balance workload across team members to support efficient service delivery and operational responsiveness
Own and manage key operational performance metrics (e.g., service request cycle time, scheduling efficiency, billing accuracy, backlog resolution)
Drive accountability for performance outcomes and continuous improvement across service administration functions
Monitor performance trends and implement corrective actions to improve service levels and operational efficiency
Evaluate workflows, team structure, and processes to identify inefficiencies and improvement opportunities
Drive continuous improvement initiatives to enhance standardization, scalability, and execution efficiency for Reliability Services
Reduce manual work through process enhancement and workflow optimization
Serve as the functional lead for Microsoft Dynamics 365 (D365) Field Service
Drive system adoption, data quality, and effective utilization across service administration roles
Identify and implement system enhancements, automation opportunities, and workflow improvements to support operational performance
Ensure system data integrity and alignment with operational reporting needs
Partner with Field Service, Customer Service, Sales, Supply Chain, and other internal teams to align priorities and support successful service execution
Ensure coordination across functions to minimize service delays and support customer commitments
Act as escalation point for operational, workflow, and system-related issues, ensuring timely resolution and minimal disruption to service execution
Support resolution of complex coordination issues impacting scheduling, service delivery, or administrative processes
Oversee reporting processes to ensure accuracy, visibility, and usability of service-related data
Provide insights and recommendations to leadership based on performance trends and operational metrics