Supervisor, Service Operations & Sales Support

FHLB Des Moines; Tampa (FL); Hybrid; USD 70,000 - 100,000; Full time

Job summary

CONMED is seeking a Supervisor, Service Operations & Sales Support to lead service delivery, contract administration, and quote activities from our Clearwater, FL site. This hybrid role requires onsite presence on Tuesdays–Thursdays and collaboration with Sales, Field Service, and Customers to drive service revenue and operational excellence.

The ideal candidate holds a Bachelor's degree in a related field, with 5+ years in service operations or customer service and 2+ years in a supervisory

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, or related field.
• Minimum 5 years of experience in service operations or customer service.
• Minimum 2 years of supervisory or leadership experience.
• Proficiency in ERP, CRM, and service management systems.
• Advanced Excel skills.

Responsibilities

• Lead and oversee service delivery operations and service programs.
• Support field service, sales, and customers to ensure service revenue growth.
• Manage service agreements, warranties, and maintenance contracts.
• Oversee quotes for service and repair; ensure accuracy and timeliness.
• Monitor KPIs and prepare reports for management.

Skills

Leadership

Customer service

Analytical thinking

Cross-functional collaboration

Communication

Education

Bachelor's degree in Business Administration/Operations Management/Supply Chain Management or related field

Tools

ERP systems

CRM systems

Service management software

Excel

Job description

This is a hybrid position, requiring onsite presence at our Clearwater, FL location on Tuesdays, Wednesdays, and Thursdays. Relocation assistance is offered.Position SummaryThe Supervisor, Service Operations & Sales Support is responsible for leading and overseeing service support functions that drive operational excellence, customer satisfaction, and service revenue growth. This role manages service delivery operations, service programs, loaner and demo equipment, service contract administration, repair and service quoting, customer and sales support, inventory and asset management, and field return processes. The Supervisor leads a service support team and collaborates closely with Sales, Field Service, Supply Chain, Operations, and customers to ensure seamless service execution and achievement of business objectives.Essential Duties and ResponsibilitiesCustomer & Sales SupportProvide leadership support for service activities related to repairs, contracts, and service programs including field inventoryPartner with sales teams to support customer opportunities and service-related revenue growth with loaner/evaluation equipmentEnsure timely, accurate, and professional communication with customers and internal stakeholders.Manage the administration, entry, maintenance, renewal, and reporting of service agreements, warranties, and maintenance contracts.Ensure contract accuracy, compliance, and proper system documentation.Collaborate with Sales, Finance, and Service leadership to support contract renewal/new and business growth initiatives.Service & Repair QuotingOversee the preparation, review, and delivery of service and repair quotations.Ensure quotes are accurate, competitive, and delivered within established service levels.Monitor quote activity, conversion rates, and turnaround times.Collaborate with engineering, service, and sales teams to develop customer-focused solutions.Service Programs ManagementManage loaner and demo equipment programs to ensure product availability, utilization, tracking, and customer support.Develop and maintain processes that support efficient execution of service programs.Monitor program performance and identify opportunities for improvement.Oversee field inventory, service inventory, and company-owned assets.Ensure inventory accuracy and accountability through established controls and processes.Manage product return, asset recovery, and disposition activities.Partner with Service Operations and Marketing teams to optimize inventory availability and utilization.Service Delivery & Order ManagementOversee service request backlog management from initiation through completion.Monitor service order status and proactively address issues impacting customer commitments.Ensure timely communication to customers/sales representatives regarding service repair status, parts availability, and order completionServe as an escalation point for complex customer and operational issues.Process Improvement & ReportingDevelop and track key performance indicators (KPIs) related to service operations and sales support activities.Analyze operational data and identify opportunities to improve efficiency, customer satisfaction, and business performance.Prepare reports, dashboards, and business reviews for management.Lead continuous improvement initiatives and process standardization efforts.Required Qualifications:Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, or a related field required.Minimum 5 years of experience in service operations, customer service, service administration, or a related business function required.Minimum 2 years of supervisory or leadership experience required.Preferred Qualifications:Experience in aftermarket/service environmentsAnalytical problem-solving and decision-making capabilities.Proficiency in ERP, CRM, and service management systems.Advanced Microsoft Office skills, particularly Excel.Ability to work effectively across multiple functions and levels within the organization.Strong leadership, coaching, and team development skills.Excellent customer relationship and communication skills.This position is not eligible for employer-based sponsorship.Benefits:CONMED offers a wide array of benefits to fit your unique needs. Visit our Benefits Page for more information.Competitive compensationExcellent healthcare including medical, dental, vision and prescription coverageShort & long term disability plus life insurance- cost paid fully by CONMEDRetirement Savings Plan (401K)- CONMED matches your contributions dollar for dollar, with the potential for up to 7% per pay periodEmployee Stock Purchase Plan- allows stock purchases at discounted priceTuition assistance for undergraduate and graduate level coursesKnow someone at CONMED? Have them submit you as a referral before applying for this position to be eligible for our Employee Referral Program incentives!CONMED is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply. The Know Your Rights: Workplace Discrimination is Illegal Poster reaffirms this commitment.Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at 800-929-7176 option #5.