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Service Operations Leader

2 months ago

Sacramento, California, United States Ssgnetwork Full time

Location: Sacramento, CA

This Service Operations Leader position is essential for overseeing a dedicated team of Service Technicians within a dynamic and expanding organization. This role emphasizes delivering exceptional customer service and fostering robust relationships with manufacturers, suppliers, and sales representatives. As a proactive and enthusiastic leader, you will thrive in a collaborative atmosphere.

Company Overview:

We are a rapidly growing national packaging distribution firm, privately owned since 1977, with multiple branch locations and a network of sales partners and service technicians across the United States. Our commitment is to support various industries in their packaging material, machinery, and technical service requirements, driven by our mission to cultivate genuine partnerships with customers, vendors, and employees.

Position Summary:

Key Responsibilities:

  • Lead the recruitment, development, and training of Service Technicians to ensure departmental efficiency.
  • Oversee all service operations and designated areas within the facility.
  • Provide outstanding customer service by offering expert advice and addressing inquiries and concerns.
  • Maintain strong vendor relationships through timely communication and effective problem-solving.
  • Collaborate with the sales team to enhance customer support and satisfaction.
  • Manage all on-site installation, repair, maintenance, and testing activities.
  • Diagnose technical issues and implement appropriate solutions.
  • Generate detailed and timely service reports.
  • Ensure the Technical Service Team receives ongoing training and technical support.
  • Monitor workflows, work schedules, and optimize operational efficiency.
  • Evaluate service calls to assess employee performance and adherence to company standards.
  • Develop and standardize procedures to enhance the efficiency of the Technical Services team.

Qualifications & Required Competencies:

  • 3-5 years of experience in machinery and conveyor systems is essential, along with a high school diploma or equivalent.
  • Strong interpersonal skills with the ability to cultivate business relationships.
  • Exceptional customer service and organizational capabilities are crucial.
  • Proficient in computer applications, including MS Office Suite and relevant technical tools.
  • Ability to lead, mentor, and supervise service technicians effectively.
  • Willingness to travel 25% to 50% of the time.
  • Reliable transportation and proof of insurance are necessary.
  • Management and vocational training are advantageous.
  • Familiarity with scheduling and optimizing service call turnaround times.
  • Strong analytical, problem-solving, and project management skills.
  • Commitment to continuous learning and professional development.