Service Operations Manager US

Trasis SA; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Trasis is seeking a Service Operations Manager to lead our US-based service operations from Atlanta, directing installation, maintenance, training, troubleshooting, and support to ensure top-tier customer care and process improvements across the team.

In this role, you will manage the service team, set KPIs, oversee training, and ensure exceptional service during on-site and field deployments. A strategic leader with strong customer focus will thrive here.

Qualifications

• Bachelor's degree in engineering, life sciences or equivalent experience.
• At least 5 years in a similar service operations role.
• Experience leading and developing a service team.
• Strong customer focus and service mindset.

Responsibilities

• Lead and develop the service team with KPIs and resource allocation.
• Oversee installation, maintenance, and technical support activities.
• Coordinate customer training and product demonstrations.
• Ensure effective call center operations and ticket follow-ups.
• Capture customer feedback to drive improvements.

Skills

People management

Leadership

Strategic thinking

Customer focused

Interpersonal skills

Organizational skills

Prioritization

Proactive problem solving

Education

Bachelor's degree in engineering or life sciences

Tools

Digital customer service tools

Job description

As a Service Operations Manager based at Trasis Inc (US subsidiary), you are responsible for leading our technical service operations, including equipment installation, training, maintenance, troubleshooting, and technical support. You ensure high-quality customer service while leading the service team and continuously improving our processes and performance.

Responsibilities

• Lead, support, and develop the service team by setting clear priorities, defining and monitoring KPIs, and ensuring the appropriate allocation of resources.
• Address staffing and development needs, including recruitment support, skills development and performance follow-up.
• Oversee equipment installation, preventive and corrective maintenance, troubleshooting, and technical support activities.
• Oversee customer training sessions and product demonstrations, both at customer sites and on company premises.
• Respond to customer information requests, ensure the effective operation of the call center and the follow-up of calls and tickets, including appropriate escalation when needed.
• Monitor the quality and effectiveness of technical diagnostics and troubleshooting activities.
• Contribute to the continuous improvement of product-related documentation (user, maintenance, training, etc.).
• Contribute to the development and maintenance of documentation required for effective service operations, including maintenance, installation, and procedural documentation.
• Ensure that customer feedback is captured and shared with the appropriate internal teams to support product and service improvements.

Qualifications

• You have an bachelor’s degree in engineering, life sciences or equivalent experience
• You have at least 5 years of experience in a similar position.
• You have strong experience in people management and team leadership.
• You have experience with digital customer service tools
• You demonstrate leadership and assertiveness
• You have a strategic vision
• You have excellent interpersonal skills in all circumstances
• You have a strong customer focus and service mindset
• You have strong organizational and prioritization skills.
• You are proactive and solution oriented.

Do you want to become a key player in the global fight against cancer?

At Trasis, we offer you the opportunity to work with cutting-edge technologies and contribute to improving cancer diagnosis and treatment techniques. Through your work, you’ll have the opportunity to make a positive impact on the services provided to users and patients, while helping to build and improve processes within a rapidly growing company.

Physical Demands

• Occasionally/Frequently/Continually required to walk, talk or hear
• Occasionally/Frequently/Continually required to sit
• Occasionally/Frequently/Continually use a computer, keyboard
• Occasionally/Frequently/Continually required to lift/push/carry items of at least 10 lb to 100 lbs
• May have to work with equipment or materials that fall under OSHA rule 1910-0196 “Ionizing RadiationTrasis provides systems to measure exposure (Dosimetry), adequate PPE, and other industry safety standards. The modes of operation and instructions regarding this topic are subject to a specific handbooks and training provided by the employer.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Trasis is an “EOE, Including Disability/Vets.”