Service Operations Manager

Service Operations Manager

Requirements

• Bachelor’s Degree required.
• 5+ years progressive supervisory experience (related industry preferred).
• Ability to travel overnight and up to 50% within the geographic assigned area.
• Proficient digital literacy in Microsoft Office.
• Proven competence in presenting vision and aligning staff’s performance while establishing goals and standards to coach, develop, recognize and reward.
• Demonstrated ability in building customer relationships, working as a team player, and following-up and following through.
• Must live within geographic area assigned or willing to relocate.

Responsibilities

• Provide direct supervision, leadership, coaching, and daily direction for a multi-site (geographically disbursed) staff.
• Overall responsibility for training and performance in the areas of safety, customer satisfaction, continuous improvement, achievement of key performance metrics and following all SOPs and work instructions for a technical and customer service focused team.
• Establish strong communication links with the internal sales team to review financial and profitability goals, customer service plans and growth opportunities across the rental, purchased and Asset Advantage businesses.
• Accountable for the achievement of revenue generation through Fee for Service (FFS) targets and service contract renewals, achievement of set cost targets, customer satisfaction, associate development, and operational improvements.
• Facilitate culture for a diverse work group.
• Be a change champion by developing associates and establish an environment for open and proactive communication.
• Establish reputable working relationships with sales colleagues, as well as with other departments, external customers and suppliers to ensure strategic cross-functional cooperation and success.
• Conduct biannual/annual performance reviews to ensure performance expectations are set, supervised and executed.
• Achieve operational results achieving all key performance metrics in the areas of safety, development, customer satisfaction, operations improvements and cost containment to reassess priorities and realign goals.
• Develop key project plans to justify personnel and equipment requirements and execute to completion.
• Total responsibility for assigned inventory accuracy.
• Achieve financial results driving profitability in service revenue through the efficient execution of service resources to complete contract terms and conditions.
• Direct responsibility for FFS generation and meeting set targets while assisting in service revenue retention through the compliance of service contract performance to plan and renewal based on performance and value of service provided.
• Maintain proper cost measures to achieve results within the financial plan.
• Meet or exceed customer satisfaction through related metrics such as elapsed time, open calls, capital contract compliance, 24-hour repairs, etc.
• Identify and resolve problems, optimally and expeditiously and strive to provide consistent communication.
• Ensure compliance by demonstrating, instructing and monitoring of all federal, state, and local regulations and company policies while supervising to ensure the implementation of all continuous improvement opportunities for all operational processes and standards.
• Build and maintain a safe work environment while participating in, and leading safety initiatives such as investigation of incidents and implementation of counter-measures.

Preferred Qualifications

• Related industry experience preferred.