Service Operations Director

AppleOne Employment Services; Charlotte (NC); On-site; USD 140,000 - 190,000; Full time

Job summary

AppleOne Employment Services is seeking a Service Operations Director in the U.S. market to lead strategic operations across field service, technical support, parts, training, and customer experience.

You will drive performance, scalability, and profitability while aligning initiatives with business objectives. You will establish KPIs, standardize processes, and implement systems to monitor quality and feedback, ensuring best-in-class service delivery for products and clients.

Qualifications

• 10 years of service operations management experience in manufacturing/industrial/equipment environments.
• 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.
• 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 OSHA and safety compliance in service operations and warehouse activities.
• Oversee parts sales, inventory coordination, and technical support.
• Manage and resolve warranty issues efficiently and effectively.

Skills

Leadership

Strategic thinking

Communication

Planning & execution

Problem-solving

Team development

Job description

Under the direction of the COO, the Service Operations Director is responsible for the strategic leadership, operational excellence, and continuous improvement of the service organization. This role oversees all service-related functions including field service, technical support, parts operations, training, and customer experience to ensure best-in-class service delivery for products and clients.

They will drive performance, scalability, and profitability of the service department while aligning service initiatives with overall business objectives.

RESPONSIBILITIES

Strategic Leadership

• 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

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 in a 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

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.

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.