Service Operations Manager

• Provide direct supervision, leadership, coaching, and daily direction for a multi-site (geographically disbursed) staff
• Overall responsibility for training and performance within safety, customer satisfaction, continuous improvement, achievement of 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
• Provide supervision, leadership, and mentoring for single and multi-site locations with 7 to 28 non-exempt and exempt associates - including recruiting, hiring, training and developing
• Establish reputable working relationships with sales colleagues, as well as with other departments, external customers and suppliers to ensure strategic cross-functional collaboration and success
• Conduct biannual/annual performance reviews to ensure performance expectations are set and performed
• Be a change champion by developing associates and establish an environment for open and proactive communication
• Achieve operational results by 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 support personnel and equipment requirements
• Achieve financial results by driving profitability 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
• Meet or exceed customer satisfaction through related metrics such as elapsed time, open calls, capital contract compliance, 24-hour repairs, etc
• Partner to develop and present quarterly business reviews to customers
• Identify and resolve problems, efficiently and strive to provide consistent communication
• Ensure compliance by demonstrating, instructing and monitoring 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

• Bachelor’s Degree required
• 5+ years supervisory experience (related industry preferred)
• Ability to travel overnight and up to 30% within the assigned area
• Proficient computer skills in Microsoft Office
• Proven competence in communicating 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 an excellent teammate, and following-up & following through
• Live within geographic area assigned or willing to relocate

Salesforce experience preferred

• Healthcare Insurance
• 401K
• Paid Time Off
• Parental Leave
• Employee Stock Purchase Plan
• medical and dental coverage that start on day one
• insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
• Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
• Flexible Spending Accounts
• educational assistance programs
• paid holidays
• paid time off ranging from 20 to 35 days based on length of service
• family and medical leaves of absence
• paid parental leave
• commuting benefits
• Employee Discount Program
• Employee Assistance Program (EAP)
• childcare benefits