Service Operations Manager

Summa Group; Indianapolis (IN); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading company in cutting solutions is seeking a Service Operations Manager in Indianapolis. The role focuses on leading field technicians and ensuring exceptional customer service. Ideal candidates will have strong leadership skills and a customer-centric approach, with opportunities for training and travel.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) plan with company matching

Generous PTO

Travel opportunities

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 service teams to ensure excellent customer service.
• Track and report on team performance metrics and customer feedback.

Skills

Leadership

Communication

Problem Solving

Customer-Centric Mindset

Education

Bachelor’s degree in Business

Tools

Customer Service Software

Job description

We will never stop looking for the next innovative, precision product for the printing, outdoor advertising, vehicle graphics, and signmaking industries. We will never stop listening to what our customers want for their businesses. And we will never stop delivering premier customer service alongside legendary performance.

https://www.summa.com

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 & Benefits

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

Comprehensive health, dental, and vision insurance plans

401(k) plan with company matching

Generous PTO, including vacation days, sick leave, and paid holidays.

Travel opportunities to attend trade shows and industry events, enhancing your exposure and experience.