Service Operations Manager

Role overview

Operations and financial management

• Execute the territory operations business plan and operational initiatives.
• Develop the operational budget and manage expenditures within approved guidelines.
• Manage time and materials, parts inventory, company tools, and vehicles.
• Coordinate operational plans that improve service delivery costs.
• Manage billing procedures and operational assets.

Customers and service quality

• Build commercial relationships with key customers and industry consultants.
• Drive adherence to a customer excellence plan.
• Provide technical expertise on projects requiring additional oversight.
• Collaborate with product experts on product issues, safety concerns, and parts fulfillment.

People leadership

• Lead, mentor, and develop Field Superintendents and Project Managers.
• Set objectives, manage performance, and support skill development.
• Oversee hiring and onboarding of Service Superintendents and Project Managers.
• Provide guidance on manpower allocation for specialized mechanics and adjusters.
• Set expectations for technician engagement, training, and performance reviews.

Safety and labor relations

• Support proactive labor relations with local business agents and the Labor Relations team.
• Ensure alignment on personnel and product safety.
• Support safety training, process adherence, technical training, and equipment testing.
• Ensure service operations meetings are effective and lead them when appropriate.

Qualifications

• BA or BS in Business, Management, Engineering, or a related field.
• Knowledge of products, applications, service techniques, and procedures.
• Ability to understand financial statements and contract terms.
• Several years of experience in the elevator industry or another service-oriented business.
• Demonstrated people management experience.
• Experience managing P&L in an industrial or service-based organization.

Company context