What are the responsibilities and job description for the Service Operations Manager position at BALYO?
About the role
Reporting to the COO, the US Service Operations Manager will lead and supervise the local team of technicians and engineers supporting Balyo installations, both on handed-over machines and those still being commissioned. This role ensures machine availability, customer satisfaction, and revenue generation. You will be responsible for building and managing a high-performing service team, driving preventive and corrective on-site maintenance, and improving service capabilities in line with sales targets.
Key responsibilities
- Team Leadership: Recruit, train, and mentor technicians and engineers. Develop onboarding plans, ensure technical competency standardization, and set OKRs aligned with company priorities.
- Service Execution: Dispatch daily service resources (internal team or contractors) according to Project Manager or customer needs. Manage service ticketing platforms and KPIs. Support the Customer Success team with actionable feedback.
- Contractor & Partner Management: Define and execute outsourcing strategies with local partners in collaboration with the sourcing team.
- Continuous Improvement: Analyze performance metrics and processes to identify improvement opportunities. Collaborate with R&D and Operations teams to enhance tools, procedures, and training.
- Performance Tracking: Monitor and improve key metrics, including First Visit Fix Rate, Reaction Time, Mean Time To Repair, and Cost per Project/Phase. Implement digital service workflows with automated KPIs.
Profile & qualifications
- Bachelor/Master’s degree in Engineering or similar technical field
- Experience in operational service management; prior team management experience is mandatory
- Autonomous, entrepreneurial, and team-oriented
- Willingness to travel within assigned region
Why Balyo
Join a fast-growing robotics company where your technical expertise and leadership will directly impact customer satisfaction and operational excellence!