Jobs in Park Ridge, IL

About The Position

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or related field preferred; equivalent experience considered.
• 5+ years of experience in field service operations, service coordination, dispatch management, or related operational leadership roles.
• 3+ years of leadership or people management experience.
• Strong understanding of field service operations, scheduling, and customer support processes.
• Experience with ERP, CRM, or field service management systems specifically oracle preferred.
• Experience with Power BI, Tableau, or other reporting/dashboard tools.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite, particularly Excel and reporting tools.
• Knowledge of service KPIs, SLAs, workforce management, and operational reporting.
• Experience leading process improvement initiatives.

Responsibilities

• Lead and manage daily operations of multiple field service support departments.
• Oversee dispatch, scheduling, service coordination, and customer support activities.
• Develop and implement operational processes that improve efficiency and service delivery and manage costs.
• Monitor workflow, resource allocation, customer satisfaction, and service-related metrics as assigned to ensure operational goals are met.
• Collaborate with field service leadership to align support operations with business objectives.
• Align with sales leaders when appropriate to ensure back-end service functions are supporting finished goods sales activities and customer engagement.
• Supervise and develop dispatchers, coordinators, key account customer support staff, and reporting personnel.
• Establish performance expectations and provide coaching, training, and performance feedback.
• Foster a customer-focused and collaborative team environment.
• Ensure timely and accurate scheduling of both direct and 3rd party field technicians.
• Drive proactive communication with customers regarding appointments, service updates, and issue resolution.
• Escalate and resolve customer concerns in a professional and timely manner.
• Support continuous improvement of customer satisfaction metrics and service quality.
• Ensure accurate service documentation, reporting, and data integrity within service management systems.
• Analyze operational data, KPIs, and service trends to identify improvement opportunities.
• Develop and maintain dashboards and operational reports for leadership review.
• Monitor technician productivity, utilization, response times, and SLA compliance.
• Identify and implement continuous improvement initiatives to streamline operations and reduce inefficiencies.
• Support implementation and optimization of field service technologies and systems.
• Establish and maintain standard operating procedures and best practices.
• Partner cross-functionally with operations, delivery & install, sales, supply chain, and finance teams.
• Other projects and responsibilities as assigned.

Benefits

• a 401(k) savings plan with 4% employer match
• medical, dental and vision insurance
• parental, medical and military leaves of absence
• paid time off
• 12 paid holidays throughout the calendar year
• paid vacation days beginning at 13 days annually
• paid sick leave as provided under state and local paid sick leave laws
• company paid short-term disability and optional long-term disability
• health savings account
• health care and dependent care reimbursement accounts
• employee and dependent life insurance and supplemental life and AD&D insurance
• hospital indemnity
• identity protection
• legal services
• adoption assistance
• tuition assistance
• commuter benefits
• employee discounts
• an employee assistance program that includes free counseling sessions