Service Ops Leader – Medical Devices (Onsite)

Alma Lasers GMBH; Buffalo Grove (IL); On-site; USD 115,000 - 150,000; Full time

Job summary

Alma Lasers is seeking a Service Operations Manager to lead the Field Service, Depot Service, and Client Relations teams across the U.S. and Canada. You will drive customer satisfaction, optimize service workflows, and collaborate with cross-functional teams to deliver timely, accurate service and billing outcomes.

The role requires onsite work at our Buffalo Grove, IL headquarters with up to 50% travel, strong leadership, and a focus on continuous improvement of service operations.

Qualifications

• Minimum two-year degree or equivalent education is preferred.
• 2–5 years of experience servicing electronic or medical equipment is valuable.
• Previous supervisory or management experience in a technical service environment is desirable.
• Experience in ISO-certified or regulated quality environments is preferred.

Responsibilities

• Supervise Client Relations Associates, Field Service Technicians, and Depot Service Technicians.
• Manage day-to-day service operations including call center management and escalations.
• Lead client relations team to ensure high customer satisfaction and effective communication.
• Optimize call center and service operations using technology and data.

Skills

Leadership and Team Development

Problem Solving

Technical Capacity and Troubleshooting

Organizational and Time Management

Communication Proficiency

Customer Service Orientation

Attention to Detail

Manage Multiple Priorities

Quality Assurance

Process Improvement

Education

Two-year degree preferred

Tools

NetSuite

Salesforce

Microsoft Office

ERP systems

Job description

Alma Lasers is seeking a Service Operations Manager to lead the Field Service, Depot Service, and Client Relations teams across the U.S. and Canada. You will drive customer satisfaction, optimize service workflows, and collaborate with cross-functional teams to deliver timely, accurate service and billing outcomes.

The role requires onsite work at our Buffalo Grove, IL headquarters with up to 50% travel, strong leadership, and a focus on continuous improvement of service operations.