Service Operations Leader - Field & Customer Excellence

MSHS Pacific Power Group; Kapolei (HI); On-site; USD 115,000 - 120,000; Full time

Job summary

MSHS PPG in Kapolei, HI is seeking a Service Manager to lead service excellence and drive operational success. You will oversee the full service lifecycle from intake to field execution, coordinating with cross-functional teams and senior leadership to meet customer expectations and company goals.

The role manages 5–7 direct reports, travels up to 25%, and requires a strong background in power generation service, CRM systems, and data-driven performance.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Engineering, Customer Experience, or a related field (equivalent experience considered)
• 7–12 years of experience in service management, field operations, customer support leadership, or related operational roles
• Experience managing service teams, field technicians, customer accounts, or service programs strongly preferred
• Engine and power generation work experience required
• Experience using service management systems, CRM platforms, and analytics tools is a plus

Responsibilities

• Lead day-to-day service operations, customer support initiatives, and field service coordination
• Manage and develop a team of 5–7 direct reports, including service personnel and support staff
• Serve as the primary point of contact for service-related inquiries, escalations, and issue resolution
• Oversee service scheduling, resource allocation, workflow coordination, and operational execution
• Support service teams by communicating customer expectations, technical requirements, and performance standards
• Ensure service activities align with organizational objectives, customer commitments, and operational goals
• Maintain and manage service documentation including work orders, quote/estimates, maintenance records, service reports, compliance files, and operational logs
• Prepare and distribute service updates, customer communications, meeting summaries, and operational reports
• Ensure accurate recordkeeping within service management systems, CRM platforms, and internal databases
• Track service schedules, reporting deadlines, contract obligations, and departmental commitments
• Partner with sales, operations, engineering, logistics, finance, and executive teams to support organizational initiatives
• Coordinate communication between departments to ensure efficient service execution and customer satisfactionAddress service delays, workflow inefficiencies, customer concerns, and technical challenges while escalating complex issues as needed
• Prepare service documentation and reports for internal and external audits
• Support compliance with organizational policies, safety standards, regulatory requirements, and internal controls
• Develop service dashboards, operational summaries, performance metrics, and risk assessments
• Participate in strategic planning sessions, customer reviews, and service improvement initiatives
• Recommend and implement improvements to service workflows, customer communication processes, and operational strategies
• Utilize service management systems, analytics dashboards, and scheduling tools to improve visibility and efficiency
• Support system enhancements, integrations, and workflow optimization initiatives
• Contribute to standardized service practices, templates, and documentation improvements

Skills

Analytical skills

Communication

Team leadership

Scheduling

Customer-focused

Problem solving

Education

Bachelor’s degree in Business Administration, Operations Management, Engineering, Customer Experience, or related field

Tools

CRM platforms

Service management systems

Analytics dashboards

Job description

MSHS PPG in Kapolei, HI is seeking a Service Manager to lead service excellence and drive operational success. You will oversee the full service lifecycle from intake to field execution, coordinating with cross-functional teams and senior leadership to meet customer expectations and company goals.

The role manages 5–7 direct reports, travels up to 25%, and requires a strong background in power generation service, CRM systems, and data-driven performance.