Service Operations Lead: Customer-Focused & KPI-Driven

Equipment Depot; Dayton (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

Equipment Depot in Dayton, OH is seeking a Service Operations Manager to oversee day-to-day service operations and lead a high-performing, customer-focused team. You will ensure seamless collaboration across service staff and technicians and drive consistent service standards across locations.

You will partner with the Operations Manager to develop short- and long-term plans, manage performance reviews, handle customer requests professionally, and implement Service Automation systems to improve

Responsibilities

• Communicates and promotes Equipment Depot vision within their team.
• Inspires and motivates team members to perform at a higher level.
• Ensures team maintains positive attitude and urgency to exceed customer expectations.
• Monitors and ensures service KPIs related to efficiency, productivity, and customer satisfaction are met.
• Handles disciplinary issues involving personnel when necessary.
• Collaborates with Operations Manager to develop short- and long-term plans and goals for locations.
• Addresses customer requests, concerns and complaints promptly and professionally.
• Conducts performance reviews as required for all reports.
• Identifies organizational trends and develops action plans with Operations Manager.
• Oversees wage administration for direct reports and provides feedback/recognition.
• Supports recruitment and development of the service organization including training assessments.
• Assists in implementing and using the Service Automation system.

Job description

Equipment Depot in Dayton, OH is seeking a Service Operations Manager to oversee day-to-day service operations and lead a high-performing, customer-focused team. You will ensure seamless collaboration across service staff and technicians and drive consistent service standards across locations.

You will partner with the Operations Manager to develop short- and long-term plans, manage performance reviews, handle customer requests professionally, and implement Service Automation systems to improve