Service Operations Manager

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 partnered with a leading multi-branch dealer of forklifts and material handling equipment, providing sales, rental, parts, and service across Texas. They are seeking an experienced Operations Manager to lead the full service operation at their San Antonio branch, including shop, field, and planned maintenance (PM) teams, with full ownership of the department P&L.

The ideal candidate is a results-driven service leader with strong business acumen, excellent people skills, and a solid command of dealer service KPIs. Material handling dealer experience is a plus; heavy equipment and industrial service backgrounds will also be considered.

Key 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 Last Date of Labor (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

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
• Intermediate to advanced Microsoft Office skills, especially Excel
• Bachelor's degree in Business, Management, or a related field preferred; equivalent experience considered
• Comfortable working in office, shop, and yard environments; occasional lifting up to 25 lbs

Compensation

• Base Salary: $85,000-$100,000 commensurate with experience + 10-15% bonus

Henry North, on behalf of the hiring company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.