Head of Service Operations

AppleOne Employment Services; Charlotte (NC); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Major medical

Dental

Vision

401k

Sick pay

Job summary

AppleOne Employment Services is seeking an Operations Director in Charlotte, NC to lead the service organization, including field service, technical support, parts, training, and customer experience. You will drive performance, scalability, and profitability of the service department while aligning initiatives with overall business objectives.

You will establish KPIs, lead continuous improvement, and manage a cross-functional team to deliver best-in-class service delivery and customer

Qualifications

• 10 years of Service Operations management experience in manufacturing/industrial/equipment environment
• Strong leadership and team management skills
• Excellent verbal and written communication skills
• Strategic thinking and problem-solving ability
• Planning, organization, and execution excellence

Responsibilities

• Develop and execute the overall service operations strategy aligned with company goals
• Establish KPIs and performance metrics to drive service excellence and accountability
• Lead continuous improvement initiatives across service processes, systems, and customer experience
• Oversee all service department functions including field service, technical support, and parts operations
• Ensure efficient work order processing, scheduling, and resource allocation
• Drive standardization of service procedures and documentation
• Implement systems to track product quality, service performance, and customer feedback
• Ensure high levels of customer satisfaction through responsive and effective service delivery
• Oversee communication with clients regarding quotes, service orders, parts shipments, and warranty/RMA requests
• Support key customer engagements including installations, escalations, and critical service calls
• Provide leadership and guidance to technical teams on machine diagnostics, installation, and repair
• Ensure team proficiency in reading technical documents, manuals, and schematics
• Oversee PLC and support Sales & Cross-Functional Support
• Partner with sales team to support tradeshows, demonstrations, applications, and testing
• Collaborate with operations, warehouse, and shipping to ensure seamless service delivery
• Build, lead, and develop a high-performing service team
• Develop and implement onboarding and training programs for new hires
• Provide coaching, performance management, and corrective action when needed
• Monitor and evaluate employee performance and career development
• Ensure service operations and warehouse activities comply with OSHA and safety standards
• Oversee parts sales, inventory coordination, and technical support
• Manage and resolve warranty issues efficiently and effectively

Skills

Strategic leadership

Team management

Communication

Planning & execution

Job description

AppleOne Employment Services is seeking an Operations Director in Charlotte, NC to lead the service organization, including field service, technical support, parts, training, and customer experience. You will drive performance, scalability, and profitability of the service department while aligning initiatives with overall business objectives.

You will establish KPIs, lead continuous improvement, and manage a cross-functional team to deliver best-in-class service delivery and customer