Service Operations Lead

3 days ago


Clayton, North Carolina, United States MSS Solutions, LLC Full time
Job Overview

MSS Solutions, LLC is seeking a highly skilled Service Operations Lead to join our team. As a key member of our operations department, you will be responsible for ensuring the effective utilization of our Service Management Software and associated field devices.

The ideal candidate will have prior experience in the service industry, specifically in dispatch and customer service. They will be able to lead and direct diverse teams, demonstrate competence in written and verbal communication skills, and possess the ability to use Service Management software and financial accounting systems.

We offer a competitive salary range of $65,000 - $80,000 per year, depending on experience. Our benefits package includes medical/dental/vision insurance, 401k with employer contributions, PTO, paid holidays, employee assistance program, long-term disability, short-term disability, flexible spending plan, and health savings plan.

Key Responsibilities:

  • Serve as service operations lead to ensure effective utilization of Service Management Software and associated field devices.
  • Responsible for receiving, creating, and disseminating service business customer calls.
  • Dispatch the technician to the job, including creating a work number, calling the technician, and ensuring they have the proper information needed for a smooth call.
  • Communicate with technicians and Team Lead, Service Manager, and other Customer Service Center team members for scheduling.
  • Review technician time sheets for costing and payroll purposes in assigned areas.
  • Manage open calls, review costs, review resolutions and statuses for completion, and prepare calls for billing.
  • Ensure timely and accurate billing of technician work.


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