Service Operations Leader - Flexible Hours, Growth & Travel

Crane NXT, Co.; New York (NY); On-site; USD 90,000 - 105,000; Full time

Benefits offered by this job

Health insurance

401K with Company match

Paid time off

Life insurance

Disability benefits

Dental insurance

Vision insurance

Travel opportunities

Job summary

Crane NXT, Co. is seeking a Service Manager to lead field service operations, drive customer satisfaction, and manage a team of technicians across Cummins Allison and CPI products.

You will collaborate with support and sales, monitor KPIs, and implement training and process improvements to boost service excellence and prevent escalations. A bachelor’s degree plus 3–5 years of leadership experience are required.

Qualifications

• Bachelor's degree in a related field.
• 3-5 years of experience in service management or supervisory roles, preferably in field operations.
• Proven experience in service management with a track record of achieving performance targets.
• Strong leadership and interpersonal skills with ability to mentor a team of service technicians.
• Excellent problem-solving abilities and capacity to resolve service escalations.
• Strong analytical and data-driven decision-making capabilities.
• Exceptional communication skills, written and verbal.
• Proficiency in Microsoft Office products.
• Knowledge of SAP, Salesforce Field Service Lightning, and Qlik.
• Ability to travel within the assigned territory.

Responsibilities

• Foster customer-centric service excellence for Cummins Allison and CPI customers.
• Collaborate with support and sales to provide timely, effective service and drive growth.
• Monitor daily activities and improve key KPIs like response time, technician utilization, and SLA attainment.
• Lead recruitment, hiring and management of service technicians.
• Implement training programs to enhance technician skills and industry knowledge.
• Mentor technicians with career path planning and succession development.
• Ensure safety, quality, and regulatory compliance across operations.
• Spearhead service process improvements and adoption of best practices.
• Maintain budgets, forecasts, and staffing for field service operations.
• Own service escalation resolution and collaborate with cross-functional teams.
• Support company reputation as a trusted provider of cash, coin, and check processing solutions.

Skills

Leadership

Communication

Problem solving

Data analysis

Strategic thinking

Customer focus

Education

Bachelor's degree in a related field

Tools

SAP

Salesforce Field Service Lightning

Qlik

Microsoft Office

Job description

Crane NXT, Co. is seeking a Service Manager to lead field service operations, drive customer satisfaction, and manage a team of technicians across Cummins Allison and CPI products.

You will collaborate with support and sales, monitor KPIs, and implement training and process improvements to boost service excellence and prevent escalations. A bachelor’s degree plus 3–5 years of leadership experience are required.