Service Operations Manager

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

Job summary

Join a forward-thinking company as a Service Operations Manager, where you'll lead a dynamic team to optimize field service operations across North America. This role involves overseeing technician scheduling, enhancing service performance, and implementing process improvements. You'll collaborate closely with leadership and customer-facing teams to ensure high-quality service delivery. With a competitive salary and opportunities for professional growth, this position is perfect for those passionate about operational excellence in a collaborative environment.

Benefits

Competitive salary

Comprehensive benefits package

Opportunities for professional development

Collaborative work environment

Qualifications

• 5+ years of experience in service operations or administrative management.
• 2+ years in a leadership or supervisory role.

Responsibilities

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

Skills

Leadership

Scheduling Tools

Data Analysis

Communication

Problem-Solving

Education

Bachelor’s degree in Business

Operations Management

Engineering

Tools

ERP Systems (SAP preferred)

Microsoft Office Suite

Job description

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!