Service Operations Supervisor

Signode; Roselle (AL); On-site; USD 67,000 - 84,000; Full time

Job summary

Signode is hiring a Service Operations Supervisor to lead service administration and coordination, ensuring efficient, accurate, and scalable operations. You will guide Service Account Coordinators and Field Service staff, optimize D365 Field Service, and drive data accuracy and reporting visibility.

The role focuses on end-to-end service workflows, staffing coverage, and performance metrics to improve service delivery.

Qualifications

• Bachelor’s degree preferred in Business, Operations, or related field.
• 5+ years in service operations, customer service, or field service support.
• Experience with ERP and service management systems, e.g., Dynamics 365.

Responsibilities

• Provide day-to-day leadership and direct management of Service Account Coordinators and Field Service Administrative Support staff.
• Lead, coach, and develop team members with accountability for performance and service quality.
• Own end-to-end service administration workflows, including service request lifecycle, scheduling, and billing support.
• Drive continuous improvement to enhance standardization, scalability, and execution efficiency for Reliability Services.
• Serve as the functional lead for Microsoft Dynamics 365 Field Service and ensure data integrity across service roles.

Skills

Leadership

Team management

Excel data analysis

Cross-functional coordination

Service operations

Education

High School Diploma or GED

Bachelor’s degree preferred

Tools

Microsoft Dynamics 365 Field Service

Job description

Company Description

With over $2B in revenue, 80+ manufacturing facilities across 6 continents and over 9,000 employees worldwide, Signode is a leading manufacturer of a broad spectrum of transit packaging consumables, tools, software, and equipment that optimize end-of-line packaging operations and protect products in transit. Signode brings this extensive product portfolio together under hundreds of trusted brands to offer complete transit packaging solutions to its customers.
We produce strap, stretch and protective packaging. We also manufacture packaging tools and equipment used to apply the bulk packaging materials. These commercial packaging products are used to pack, bundle, unitize, protect, and secure goods during warehousing and transit. Our company is a pioneer in the industrial packaging sector with a long history of customer-focused innovations in materials, processes and automation technology that have revolutionized the sector.
Headquartered in Tampa, Florida, we are proud to be the Transit Packaging Division of Crown Holdings, Inc. We are excited to go to market as Signode and to share the portfolio of products, services and capabilities that make us the world’s premier end-of-line packaging company.

Job Description

Benefits:

Signode offers a comprehensive benefits package to full-time employees, which includes health, dental, vision, 401k, paid time off, life insurance, wellness perks, and more. Benefits begin the month following the hire date.

Salary:

The annual salary for this position ranges from $66,500 - $83,500 and varies based on specific responsibilities and geographic location. Starting annual salary within this range will be determined based on the candidate's experience, qualifications, and/or skillset.

Summary:

The Service Operations Supervisor is responsible for leading and overseeing service administration and coordination functions to ensure efficient, accurate, and scalable execution of service operations. This includes ownership of service request processing, scheduling coordination, administrative workflows, and billing support across the Service organization.

This role provides direct leadership across Service Account Coordinators and Field Service Administrative Support roles, ensuring consistent execution, workload balance, and accountability for operational performance. The Supervisor evaluates team structure, processes, and system utilization to drive standardization, efficiency, and improved service delivery.

A key focus of this role is optimizing Microsoft Dynamics 365 (D365) Field Service to improve workflow automation, data accuracy, reporting visibility, and overall operational effectiveness.

Essential Functions:

• Provide day-to-day leadership and direct management of Service Account Coordinators and Field Service Administrative Support staff
• Lead, coach, and develop team members, driving accountability for performance, workload balance, and service execution quality
• Ensure appropriate staffing coverage and alignment of responsibilities across service administration functions
• Own and oversee end-to-end service administration workflows, including service request lifecycle, scheduling coordination, billing support, and administrative execution
• Ensure consistent, accurate, and timely execution across all service processes aligned with business priorities
• Balance workload across team members to support efficient service delivery and operational responsiveness
• Own and manage key operational performance metrics (e.g., service request cycle time, scheduling efficiency, billing accuracy, backlog resolution)
• Drive accountability for performance outcomes and continuous improvement across service administration functions
• Monitor performance trends and implement corrective actions to improve service levels and operational efficiency
• Evaluate workflows, team structure, and processes to identify inefficiencies and improvement opportunities
• Drive continuous improvement initiatives to enhance standardization, scalability, and execution efficiency for Reliability Services
• Reduce manual work through process enhancement and workflow optimization
• Serve as the functional lead for Microsoft Dynamics 365 (D365) Field Service
• Drive system adoption, data quality, and effective utilization across service administration roles
• Identify and implement system enhancements, automation opportunities, and workflow improvements to support operational performance
• Ensure system data integrity and alignment with operational reporting needs
• Partner with Field Service, Customer Service, Sales, Supply Chain, and other internal teams to align priorities and support successful service execution
• Ensure coordination across functions to minimize service delays and support customer commitments
• Act as escalation point for operational, workflow, and system-related issues, ensuring timely resolution and minimal disruption to service execution
• Support resolution of complex coordination issues impacting scheduling, service delivery, or administrative processes
• Oversee reporting processes to ensure accuracy, visibility, and usability of service-related data
• Provide insights and recommendations to leadership based on performance trends and operational metrics

Qualifications

Education:

High School Diploma or GED required. Bachelor's degree preferred (Business, Operations, or related field)

Experience:

• 5+ years of experience in service operations, customer service, or field service support
• ERP and service management system experience required (e.g., Microsoft Dynamics 365 Field Service)
• Ability to interpret data in Excel
• Previous leadership or supervisory experience preferred
• Demonstrated ability to manage team performance, workflows, and cross-functional coordination
• Experience improving processes and driving operational efficiency

Note: This is an office-based position, and individuals are expected to be in the office 5 days per week.

Functional Success Drivers:

These competencies are what we require for an individual to be successful in this role.

• People Leadership & Team Development
• Performance Management & Accountability
• Problem Solving
• Process Improvement MindsetCommunication
• Organizational & Coordination Skills

Additional Information

All your information will be kept confidential according to EEO guidelines.

The Company does not sponsor for employment-based visas for this position now or in the future.

Reasonable Accommodation Statement

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities.

Signode is committed to providing equal opportunities to all qualified applicants, including providing reasonable accommodations during our recruiting process. If you need any assistance or accommodation in applying for this position, please contact us at [e-mail].

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

Signode participates in E-Verify and will provide the Department of Homeland Security your Form I-9 information to confirm your authorization to work in the United States.

Signode Industrial Group, LLC is an Equal Opportunity / Aff...