Service Manager

Confidential; Rhode Island; On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Competitive salary

Retirement plan

Insurance benefits

Paid time off

Job summary

Confidential in Rhode Island is seeking a Service Manager to lead service operations, including contract administration, scheduling, dispatch, field execution, billing readiness, and maintenance for medical equipment. This in-office role with light local travel directs technical and administrative teams, standardizes SOPs and CMMS workflows, and ensures compliance, profitability, and customer satisfaction.

You will report to a senior operations leader, drive continuous improvement, and

Qualifications

• Demonstrated experience leading field-service, biomedical, mechanical, healthcare, or comparable service operations.
• Experience managing technical and administrative employees, establishing accountability, and developing team members.
• Strong process and technical discipline with experience creating SOPs, implementing workflows, training employees, auditing compliance, using CMMS or mobile field-service platforms, and leading corrective action.
• Working knowledge of service contracts, preventive and corrective maintenance operations, scheduling, documentation, and billing readiness.
• Financial and analytical ability to interpret operating results, control costs, improve profitability, and make fact-based recommendations.
• Excellent communication, organization, judgment, and cross-functional collaboration skills, with the ability to travel locally and work flexible hours as required.

Responsibilities

• Own daily performance across contract administration, scheduling, dispatch, field execution, service documentation, and billing readiness.
• Lead technical and administrative employees through clear expectations, check-ins, annual reviews, coaching, performance management, development, and payroll budgeting.
• Establish an operating cadence and monitor preventive maintenance completion, corrective maintenance response, backlog, utilization, billing timeliness, first-time resolution, customer satisfaction, and margin.
• Create, maintain, train, and audit workflows, forms, SOPs, CMMS and mobile field-service processes, compliance requirements, documentation, and corrective action plans.
• Oversee service agreements and maintenance within the approved service scope; coordinate capacity, scheduling, parts, vendors, and customer access while resolving service failures.
• Drive profitability by managing productivity, utilization, rate realization, travel, overtime, parts, billing accuracy, and contract performance; review results and correct unfavorable variances.
• Collaborate across departments, prepare fact-based recommendations for senior leadership, and present operating updates, risks, and matters requiring escalation.

Skills

Leadership

Field-service leadership

Process discipline

Cross-functional collaboration

Communication

Education

Associate's or Bachelor's degree in Business, Operations Management, Healthcare Technology Management

Tools

CMMS

Mobile field-service

Job description

An organization is seeking a Service Manager to lead service operations, team performance, compliance, and day-to-day financial results. This role is suited to a service operations leader who can translate effective processes into consistent customer service and profitable results.

This in-office position includes light local travel and leads technical and administrative employees. The department provides service agreements and preventive and corrective maintenance for medical equipment within a defined service scope.

Reporting to a senior operations leader, the manager oversees day-to-day operations and profitability, while corporate strategy, major commitments, and elevated approvals remain with senior leadership.

What to Expect

• A high-impact role with ownership of processes, compliance, performance, and profitability.
• The opportunity to standardize SOPs, CMMS and mobile field-service workflows, documentation, and accountability.
• Direct leadership of technical and administrative teams, with companywide collaboration across operational, customer-facing, financial, and support departments.
• A fast-paced environment where fact-based decisions directly affect service quality, customer experience, and financial results.

Your Day-to-Day

In this role, you will:

• Own daily performance across contract administration, scheduling, dispatch, field execution, service documentation, and billing readiness.
• Lead technical and administrative employees through clear expectations, check-ins, annual reviews, coaching, performance management, development, and payroll budgeting.
• Establish an operating cadence and monitor preventive maintenance completion, corrective maintenance response, backlog, utilization, billing timeliness, first-time resolution, customer satisfaction, and margin.
• Create, maintain, train, and audit workflows, forms, SOPs, CMMS and mobile field-service processes, compliance requirements, documentation, and corrective action plans.
• Oversee service agreements and maintenance within the approved service scope; coordinate capacity, scheduling, parts, vendors, and customer access while resolving service failures.
• Drive profitability by managing productivity, utilization, rate realization, travel, overtime, parts, billing accuracy, and contract performance; review results and correct unfavorable variances.
• Collaborate across departments, prepare fact-based recommendations for senior leadership, and present operating updates, risks, and matters requiring escalation.

What We're Looking For

Required Qualifications

• Demonstrated experience leading field-service, biomedical, mechanical, healthcare, or comparable service operations.
• Experience managing technical and administrative employees, establishing accountability, and developing team members.
• Strong process and technical discipline with experience creating SOPs, implementing workflows, training employees, auditing compliance, using CMMS or mobile field-service platforms, and leading corrective action.
• Working knowledge of service contracts, preventive and corrective maintenance operations, scheduling, documentation, and billing readiness.
• Financial and analytical ability to interpret operating results, control costs, improve profitability, and make fact-based recommendations.
• Excellent communication, organization, judgment, and cross-functional collaboration skills, with the ability to travel locally and work flexible hours as required.

Preferred Qualifications

• Associate's or Bachelor's degree in Business, Operations Management, Healthcare Technology Management, or a related field; or an equivalent combination of education and experience.
• Medical equipment service experience, including biomedical or mechanical equipment.
• Experience improving profitability, service capacity, compliance, and customer outcomes within a field-service organization.

Compensation and Benefits

• Competitive salary and a comprehensive benefits package, including retirement and insurance benefits.
• Paid time off and paid holidays.

The employer is an equal opportunity employer. Applications are welcome from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law.

The employer maintains a drug-free workplace. Employment is contingent upon successful completion of a background check, motor vehicle record check, and drug screening in accordance with applicable requirements.