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Service Operations Manager

2 months ago

Fort Worth, Texas, United States Operio Group Full time
Job Overview

The Service Operations Manager will lead Operio Group's field service technician team across various regions, ensuring exceptional service delivery to our clientele. The ideal candidate will possess strong leadership abilities, technical knowledge, and a commitment to customer satisfaction.

Key Responsibilities

  • Oversee and manage a team of field service technicians.
  • Effectively prioritize tasks to guarantee timely and efficient service to clients.
  • Participate in the recruitment and training of new field service personnel.
  • Build and sustain relationships with key clients to minimize downtime, fostering customer satisfaction and loyalty.
  • Evaluate the performance of field service technicians, providing constructive feedback and coaching as necessary.
  • Maintain direct communication with clients and technicians to assess situations and formulate action plans to resolve customer issues.
  • Plan, forecast, and manage technical support tasks to ensure precision from initiation to completion.
  • Drive revenue growth by assisting clients with technical solutions.
  • Provide insights to the organization regarding customer and market demands.
  • Stay informed on industry trends and best practices in service management.
  • Collaborate with customer service, operations, sales, and other internal teams to ensure effective communication and teamwork.

Qualifications

  • Bachelor's degree in engineering, business administration, or a related discipline is preferred.
  • 5-10+ years of demonstrated experience in service management, with a successful track record of leading a team of field service technicians.
  • Prior project management experience and hands-on technical knowledge in the tableting and encapsulating sectors, such as pharmaceuticals, nutraceuticals, confectionery, and industrial applications.
  • Strong verbal and written communication skills to interact effectively with clients at all levels.
  • Excellent organizational skills with the ability to prioritize tasks and manage customer needs efficiently.
  • Customer-focused mindset with a dedication to service excellence.
  • Proven leadership and management capabilities, with the ability to inspire and motivate team members.
  • Willingness to travel to client sites with the technical team as required.

Compensation: $100,000 - $120,000 based on qualifications, experience, and skills.

Benefits:

  • Professional Development: Access to ongoing internal training programs and encouragement to pursue external courses. Support for team members in language training, driving lessons, degrees, and certifications.
  • Collaborative Environment: A friendly and driven team culture where every member is valued, fostering a supportive family business atmosphere.
  • Annual Team Gathering: An opportunity to connect with colleagues from various locations during our annual team meeting trip.
  • Regular Salary Reviews: Annual evaluations of compensation.
  • Work-Life Balance: Enjoy 30 days of vacation, including federal holidays, each year, with no weekend or late-hour commitments.
  • Travel Opportunities: Potential participation in trade shows across the country.
  • And more: Additional benefits available.