Service Operations Manager

BHS Corrugated North America; Charlotte (NC); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Service Operations Manager to enhance field service operations across North America. In this pivotal role, you will lead a team of schedulers and administrative professionals, ensuring efficient deployment of technicians and optimizing internal processes. Your expertise in data analysis and performance metrics will drive operational excellence and customer satisfaction. Join a collaborative environment that values innovation and offers opportunities for professional development and career advancement. If you're passionate about service operations and leadership, this is the perfect opportunity for you.

Benefits

Competitive salary

Comprehensive benefits package

Opportunities for professional development

Collaborative work environment

Qualifications

• 5+ years in service operations or administrative management.
• Experience in a leadership or supervisory role.

Responsibilities

• Oversee daily scheduling and dispatch of Field Service Technicians.
• Drive continuous improvement in service operations.

Skills

Leadership

Data Analysis

Scheduling Tools

Communication

Problem-Solving

Education

Bachelor’s degree in Business

Bachelor’s degree in Operations Management

Bachelor’s degree in Engineering

Tools

ERP Systems (SAP)

Microsoft Office Suite

Job description

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We are currently seeking a Service Operations Manager to join our growing team and help drive excellence in field service operations across North America.

About The Role

As Service Operations Manager, you will play a critical role in ensuring the efficient deployment of Field Service Technicians, optimizing internal processes, and enhancing overall service performance. You will lead a team of schedulers and administrative professionals while collaborating closely with field leadership, operations, and customer-facing teams to deliver responsive, high-quality service.

What You'll Do

• Oversee daily scheduling and dispatch of Field Service Technicians for installations, maintenance, and emergency service
• Optimize technician assignments based on skillsets, geography, and workload to meet service priorities
• Lead scheduling and administrative support teams in coordinating travel, documentation, invoicing, and reporting
• Identify and resolve scheduling conflicts and workflow inefficiencies
• Drive continuous improvement in service operations through process analysis, automation, and system enhancements
• Monitor and report KPIs including technician utilization, response time, backlog status, and customer satisfaction
• Partner with leadership teams to align service execution with customer expectations
• Lead training and change management to support new processes and tools
• Ensure timely completion of administrative and financial service tasks, including invoice reconciliation and reporting
• Step in as needed to support dispatching or administrative coverage during high-volume periods
  
  

What We're Looking For

Education & Experience

• Bachelor’s degree in Business, Operations Management, Engineering, or related field
• 5+ years of experience in service operations or administrative management
• 2+ years in a leadership or supervisory role
• Experience supporting field service or maintenance operations strongly preferred
  
  

Technical Skills

• Proficient in scheduling tools, ERP systems (SAP preferred), and Microsoft Office Suite
• Skilled in data analysis, performance metrics, and reporting
• Comfortable working with workflow automation and process optimization tools
• Familiarity with mechanical/electrical service environments is a plus
  
  

Soft Skills

• Strong leadership, coaching, and team development abilities
• Excellent organizational, communication, and problem-solving skills
• Detail-oriented and adaptable in a fast-paced environment
• Customer-focused with a passion for operational excellence
  
  

Physical Requirements

• Primarily office-based with some travel (10–15%) to service sites and internal meetings
• Ability to lift up to 15 lbs as needed
• Must be able to communicate clearly in person, over the phone, and via email
  
  

Why Join BHS Corrugated?

• Be part of a global leader in corrugated solutions
• Work in a collaborative and innovative environment
• Competitive salary and comprehensive benefits package
• Opportunities for professional development and career advancement
  
  

Please send resume to apply!

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Internet Publishing

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