Head of Service Operations - Scale and Elevate Service

Job Juncture; Charlotte (NC); On-site; USD 180,000 - 280,000; Full time

Job summary

ProSearch Recruiting Partners, partnering with a major OEM client, seeks a Head of Service Operations to lead a scalable service organization. Reports to the COO, overseeing field service, technical support, parts, warranty, training, and the overall service customer experience.

Ideal candidate combines industrial equipment expertise with people development, strategic leadership, and a track record of improving service performance and customer satisfaction.

Qualifications

• Progressive leadership experience in industrial equipment service.
• Ability to translate business objectives into service strategies.
• Experience overseeing service operations and improving performance.
• Strong communication and coaching skills.
• Willingness to travel as required.

Responsibilities

• Develop and execute a service operations strategy aligned with goals and growth.
• Drive service performance, profitability, and continuous improvement.
• Establish and monitor KPIs including response time, technician utilization, first-time fix rate.
• Lead Service Manager and ensure effective daily service execution.
• Standardize service procedures, reporting, and customer communication.
• Oversee training and development of the service staff.
• Manage parts, warranty, and customer experience.

Skills

Strategic leadership

Operations management

Team development

Financial acumen

Communication

Industrial equipment experience

Education

Bachelor’s degree in Engineering or related field

MBA or equivalent

Tools

ERP systems

CRM systems

Technical documentation tools

Job description

ProSearch Recruiting Partners, partnering with a major OEM client, seeks a Head of Service Operations to lead a scalable service organization. Reports to the COO, overseeing field service, technical support, parts, warranty, training, and the overall service customer experience.

Ideal candidate combines industrial equipment expertise with people development, strategic leadership, and a track record of improving service performance and customer satisfaction.