Service Operations Leader - P&L, KPIs & Team Growth

Henry North; San Antonio (TX); On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Bonus 10-15%

Job summary

Henry North is seeking an experienced Operations Manager to lead the full-service operation at the San Antonio branch, overseeing shop, field, and PM teams with complete P&L ownership. The role emphasizes profitability, customer service, and team development in a material handling environment.

The ideal candidate will drive labor efficiency, manage costs, and monitor KPIs such as LDL, PM completion, WIP, response time, and first-time fix rate, while collaborating with Parts, Rental, and Sales to

Qualifications

• 5+ years of service management experience in material handling, heavy equipment, or industrial service.
• Proven P&L ownership with a track record of improving financial performance.
• Strong working knowledge of service KPIs and operational metrics.
• Demonstrated ability to lead teams through change and build a positive, accountable culture.
• Experience with ERP/service management systems; Softbase preferred.

Responsibilities

• Lead, schedule, and support shop, field, and PM technicians to drive productivity and first-class customer service.
• Own the service department P&L, managing labor efficiency, recovery rates, and cost controls.
• Track and act on KPIs including LDL, PM completion rate, WIP, response time, and first-time fix rate.
• Ensure timely, accurate work order processing to support billing and revenue capture.
• Serve as primary contact for key accounts and resolve customer escalations with professionalism and urgency.
• Recruit, train, coach, and review technicians to build a skilled, high-performing team.
• Maintain a safe work environment in line with company and OSHA standards.
• Develop and execute plans to grow the service business, partnering closely with Parts, Rental, and Sales.
• Sustain OEM aftermarket service certification standards and apply lean principles to drive continuous improvement.

Skills

People leadership

P&L ownership

KPI analytics

ERP/Service management systems

Excel

Education

Bachelor's degree in Business/Management or related field

Tools

Softbase

Job description

Henry North is seeking an experienced Operations Manager to lead the full-service operation at the San Antonio branch, overseeing shop, field, and PM teams with complete P&L ownership. The role emphasizes profitability, customer service, and team development in a material handling environment.

The ideal candidate will drive labor efficiency, manage costs, and monitor KPIs such as LDL, PM completion, WIP, response time, and first-time fix rate, while collaborating with Parts, Rental, and Sales to