Head of Service Operations

AppleOne; Charlotte (NC); On-site; USD 120,000 - 190,000; Full time

Job summary

AppleOne Employment Services is seeking a Head of Service Operations to lead the full spectrum of service functions within a manufacturing environment. You will build a scalable, customer‑focused service organization that delivers exceptional experiences and improves operational efficiency.

Responsibilities include strategic leadership, overseeing field service, technical support, parts, training, and safety compliance; plus KPI development, process standardization, and cross‑functional

Qualifications

• 10+ years of Service Operations management experience in Manufacturing or Industrial Equipment
• MS Office Suite proficiency: Excel, Word, Outlook, Teams, PowerPoint, OneNote
• ERP systems familiarity: SAP, Oracle, NetSuite, Dynamics 365, Epicor, or similar
• Proven leadership in hiring, coaching, mentoring, and managing teams
• Experience developing, implementing, and tracking KPIs and performance metrics
• Experience ensuring OSHA and safety standards compliance

Responsibilities

• Develop and execute the overall service operations strategy for saws manufacturing company
• 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 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 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

Leadership

Strategic thinking

Operations management

MS Office

ERP systems

Tools

SAP

Oracle

NetSuite

Dynamics 365

Epicor

Job description

We are seeking an accomplished Head of Service Operations to report directly to the COO of a leading industrial equipment company. This is a high-impact opportunity for a strategic, results-driven leader to transform and elevate the organization’s service operations, driving operational excellence, customer satisfaction, and sustainable growth. Leading the full spectrum of service functions—including field service, technical support, parts operations, and training—the successful candidate will enhance a high-performing, scalable service organization focused on delivering exceptional customer experiences and maximizing operational efficiency. This person will champion continuous improvement, drive performance and profitability, and enhance service strategies that support the company’s objectives and long-term growth. NOTE: This is NOT an IT, Medical, Customer Service, Hospitality leadership position; desired candidate comes from Manufacturing or Industrial Equipment industry with 10+ years of manufacturing/industrial service operations management experience.

RESPONSIBILITIES

Strategic Leadership

• Develop and execute the overall service operations strategy for saws manufacturing company
• Establish KPIs and performance metrics to drive service excellence and accountability
• Lead continuous improvement initiatives across service processes, systems, and customer experience

Service Operations Management

• 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

Customer Experience & Support

• 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

Technical & Field Service Oversight

• 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

Team Leadership & Development

• 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

Compliance & Safety

• Ensure service operations and warehouse activities comply with OSHA and safety standards

Parts & Warranty Management

• Oversee parts sales, inventory coordination, and technical support
• Manage and resolve warranty issues efficiently and effectively

REQUIREMENTS

• 10+ years of Service Operations management experience within Manufacturing or Industrial Equipment industry
• MS Office Suite proficiency: Excel, Word, Outlook, Teams, PowerPoint, OneNote
• ERP systems/platforms familiarity (SAP, Oracle, NetSuite, Dynamics 365, Epicor, or similar)
• Prior successful team leadership; hiring, managing, coaching, mentoring, leading teams
• Prior experience developing, implementing, managing KPIs and performance metrics
• Proven success in monitoring/managing OSHA and safety standards compliance

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.