Senior Director of Industrial Service Operations

AppleOne Employment Services; 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

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