Service Ops Lead - Dispatch & Customer Care

Jobot; Norfolk (VA); On-site; USD 60,000 - 90,000; Full time

Job summary

Jobot's client, a well-established service company, seeks a Service Manager to lead day-to-day operations, coordinate technicians, support customers, and ensure the office runs efficiently.

You will oversee service workflows, warranty processing with vendors, parts coordination, invoicing, and pricing while driving process improvements to deliver high-quality service and outstanding customer satisfaction.

Qualifications

• 3+ years of experience managing service operations
• Experience scheduling and dispatching technicians
• Knowledge of service ticket management and parts coordination
• Experience with warranty claims or manufacturer documentation
• Understanding of accounts receivable, accounts payable, and service pricing
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Excellent customer service and communication skills
• HVAC, plumbing, electrical, construction, or similar service industry experience preferred
• Experience leading small teams and building positive workplace culture

Responsibilities

• Lead the daily operations of the service department, ensuring efficient scheduling and dispatch of technicians
• Coordinate technician routes to maximize productivity and customer response times
• Open, manage, and close service work orders while maintaining accurate documentation
• Process manufacturer warranty claims with major vendors, including Carrier, American Standard, and other equipment manufacturers
• Order, track, and coordinate parts while managing returns and warranty replacements
• Oversee pricing, invoicing, accounts receivable, and accounts payable related to service operations
• Partner with technicians to ensure jobs are completed accurately, efficiently, and with outstanding customer service
• Supervise property maintenance personnel and assist with workforce coordination
• Monitor department performance, identify process improvements, and implement operational efficiencies
• Collaborate with ownership to improve service operations and support future business growth
• Provide leadership, coaching, and accountability to office and service staff
• Opportunity to oversee installation operations for candidates with strong leadership experience

Skills

Customer service

Communication

Leadership

Organization

Scheduling

Tools

Microsoft Office

Service management software

Job description

Jobot's client, a well-established service company, seeks a Service Manager to lead day-to-day operations, coordinate technicians, support customers, and ensure the office runs efficiently.

You will oversee service workflows, warranty processing with vendors, parts coordination, invoicing, and pricing while driving process improvements to deliver high-quality service and outstanding customer satisfaction.