Service Operations Leader — Drive Tech Support & Team Excellence

Trasis; Atlanta (GA); On-site; USD 110,000 - 140,000; Full time

Job summary

Trasis in Atlanta, GA is seeking a Service Operations Manager to lead our technical service operations, including installation, training, maintenance and support. You will ensure high-quality customer service while guiding the service team and driving process improvements.

You will set priorities, monitor KPIs, allocate resources, oversee staffing, and manage the call center and escalation workflow. You’ll also supervise equipment installation, maintenance, and customer training, while improving

Qualifications

• Bachelor’s degree in engineering, life sciences or equivalent required.
• At least 5 years of experience in a similar position.
• Strong experience in people management and team leadership.
• Experience with digital customer service tools.
• Demonstrated leadership and assertiveness; strategic vision.
• Excellent interpersonal, customer focus and organizational skills.
• Proactive and solution oriented attitude.

Responsibilities

• Lead, support, and develop the service team by setting clear priorities and KPIs.
• Oversee staffing needs including recruitment support and performance follow-up.
• Manage installation, preventive/corrective maintenance, troubleshooting and technical support.
• Oversee customer training and product demonstrations at customer sites and company premises.
• Ensure effective call center operation and proper escalation of calls/tickets.
• Monitor quality of diagnostics and troubleshooting activities.
• Contribute to documentation for service operations and maintenance procedures.
• Capture and communicate customer feedback to internal teams for improvements.

Skills

People management

Leadership

Digital customer service tools

Strategic vision

Interpersonal skills

Organizational skills

Proactive problem solving

Education

Bachelor’s degree in engineering or life sciences

Job description

Trasis in Atlanta, GA is seeking a Service Operations Manager to lead our technical service operations, including installation, training, maintenance and support. You will ensure high-quality customer service while guiding the service team and driving process improvements.

You will set priorities, monitor KPIs, allocate resources, oversee staffing, and manage the call center and escalation workflow. You’ll also supervise equipment installation, maintenance, and customer training, while improving