Service Operations Manager

Innovative Foundations

Indianapolis (IN)

On-site

USD 110,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

Innovative Foundations is seeking a Service Operations Manager to lead field technicians and enhance customer experiences. This role requires strong leadership skills and a customer-centric approach to ensure outstanding service delivery. The ideal candidate will manage operations, develop training programs, and maintain relationships with clients, ensuring satisfaction and quality service.

Qualifications

5+ years of experience in a field service operations leadership role.
Proven experience managing field operations teams.

Responsibilities

Manage strategic design and optimization of customer experience programs.
Oversee field technicians and ensure excellent customer service.
Build and maintain strong relationships with customers.

Skills

Leadership

Communication

Problem-Solving

Education

Bachelor’s degree in Business or a related field

Tools

Customer service software

Job description

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Innovative Foundations provided pay range

This range is provided by Innovative Foundations. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$110,000.00/yr - $130,000.00/yr

Direct message the job poster from Innovative Foundations

Strategic HR Consultant | Empowering People, Transforming Workplaces

This role is being hired on behalf of Summa America.

Company Overview

Located in Indianapolis, Indiana, Summa America is part of a global company with over 50 years of experience, originating from Belgium. Summa has become a worldwide leader in delivering high-quality cutting solutions. We offer a versatile range of cutting equipment, including vinyl, flatbed, and laser cutters, serving industries such as Sign & Display, Packaging, Textile, Printing, and Apparel.

Our cutting-edge technology is trusted by companies across the globe to enhance productivity and precision, and through our extensive network of resellers, we provide expert product guidance and support.

Position Overview

We are seeking an experienced Service Operations Manager to lead and manage our field technicians, services, and experience center teams. This role is crucial in ensuring that our customers receive outstanding service throughout their journey with Summa America. The ideal candidate will have a passion for delivering exceptional customer experiences, strong leadership skills, and the ability to build and maintain relationships with our clients.

Key Responsibilities

Manages the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.
Oversee the services, field technicians, and experience center teams to ensure they meet targets, deliver excellent customer service, and maintain long-term client relationships.
Lead the service team in providing timely and effective support to customers, ensuring quick resolution of issues and maintaining high customer satisfaction.
Oversee and establish the schedules for field technicians, ensuring a customer centric approach within the services department. Prioritize customer needs and take all necessary steps to maintain the delivery of exceptional customer service.
Supervise field technicians, ensuring they are equipped to handle installations, repairs, and maintenance of Summa products at customer sites.
Build and nurture strong relationships with customers, acting as the primary point of contact to ensure a positive experience with Summa America's products and services.
Identify opportunities to enhance customer experience processes, providing feedback and implementing strategies to improve service delivery and satisfaction.
Develop training programs for dealers, service and field technician teams to ensure consistent and high-quality customer interactions.
Track, analyze, and report on team performance metrics, customer feedback, and service quality to identify areas for improvement and implement corrective actions.
Work closely with other departments (e.g., marketing, product development) to align customer experience initiatives with company goals and strategies.
Address customer complaints, escalations, and challenges promptly and professionally, ensuring that all issues are resolved to the customer's satisfaction.
Wants someone who is empathic/compassionate- ability to navigate complex situations.

Qualifications

Bachelor’s degree in Business or a related field
5+ years of experience in a field service operations leadership role
Proven experience managing field operations teams
Strong leadership, communication, and interpersonal skills with balanced judgement
Excellent problem-solving abilities and a customer-centric mindset
Experience implementing service solutions and customer service software
Ability to multitask and thrive in a fast-paced environment
Knowledge of the cutting solutions industry is a plus

Seniority level