Service Operations & Quality Lead

Socket.dev; Lowell (MI); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Time Off (PTO)

401(k)

401(k) Company Match

Job summary

Socket.dev is seeking a Service Operations Manager in Michigan to lead service delivery, scheduling, and field operations. You will oversee coordination between administrative teams and technicians, ensuring timely, accurate service and comprehensive documentation.

The role emphasizes process improvement, coaching, and KPI tracking to boost first-time resolution, customer satisfaction, and operational efficiency.

Qualifications

• Leadership, coaching, and team development experience.
• Excellent organizational and time management abilities.
• Outstanding customer service and conflict-resolution skills.
• Ability to manage multiple projects and priorities simultaneously.
• Comfortable working both in the office and in the field.
• Experience using CRM systems, scheduling software, Microsoft Office, or similar business applications is preferred.

Responsibilities

• Manage incoming service requests and coordinate timely scheduling with the administrative team.
• Schedule service appointments and assign work to service technicians.
• Ensure service calls are completed professionally, accurately, and on schedule.
• Maintain complete service documentation, photos, notes, and customer records.
• Monitor open service cases and ensure consistent communication with customers until resolution.
• Resolve escalated customer concerns with professionalism and urgency.
• Inspect completed installation and service projects to ensure company quality standards are met.
• Identify recurring installation, product, or workmanship issues.
• Analyze repeat service calls and determine root causes.
• Collaborate with Installation Managers and Operations Leadership to reduce preventable service issues.
• Provide coaching and constructive feedback to installers and technicians based on field observations.
• Develop and improve processes that increase first-time resolution and customer satisfaction.
• Manage service inventory, replacement materials, and service kits.
• Ensure service vehicles are fully stocked with the tools, equipment, and materials needed each day.
• Coordinate with the warehouse to maintain proper inventory levels.
• Monitor inventory usage and reduce waste, damaged materials, and unnecessary purchases.
• Lead monthly department meetings focused on safety, performance, communication, and continuous improvement.
• Conduct regular one-on-one meetings with service technicians.
• Provide ride-alongs, field coaching, mentoring, and ongoing training.
• Develop onboarding materials and service procedures for new team members.
• Hold team members accountable for workmanship, documentation, communication, and professionalism.
• Foster a culture of accountability, teamwork, and exceptional customer service.
• Track department KPIs and performance metrics.
• Monitor repeat service visits, customer satisfaction, online reviews, open service cases, and department productivity.
• Report trends, challenges, and improvement opportunities to Operations Leadership.
• Work closely with Installation, Warehouse, Scheduling, Customer Service, and Administrative teams to improve company performance.
• Support additional operational initiatives and special projects as needed.

Skills

Leadership

Coaching

Team development

Customer service

Conflict resolution

Time management

Project management

Communication

Prioritization

Tools

CRM systems

Scheduling software

Microsoft Office

Job description

Socket.dev is seeking a Service Operations Manager in Michigan to lead service delivery, scheduling, and field operations. You will oversee coordination between administrative teams and technicians, ensuring timely, accurate service and comprehensive documentation.

The role emphasizes process improvement, coaching, and KPI tracking to boost first-time resolution, customer satisfaction, and operational efficiency.