Service Operations Leader

Job Title: Service Operations Leader

Company: Blue Line Solutions, LLC

Location: Chattanooga, TN (with ~30% travel)

Company Overview

Blue Line Solutions is a mission-driven public safety technology company founded by law enforcement professionals to make communities safer through innovative traffic enforcement and intelligence solutions. As a growing organization committed to excellence, integrity, and customer service, we seek talented individuals who share our dedication to protecting lives, improving safety, and supporting the communities we serve.

Position Summary

We are seeking a Service Operations Leader to build, scale, and optimize our field service operations as we continue to grow nationwide. This role is critical to ensure our systems perform reliably in the field and that our service organization operates efficiently, proactively, and at a high standard.

This leader will balance hands-on field engagement with strategic operational oversight, driving improvements in uptime, service delivery, and customer satisfaction. The ideal candidate thrives in a growing environment, enjoys building structure, and takes ownership of both team performance and operational outcomes.

Key Responsibilities

Field Service Operations & Planning

• Lead and optimize field service operations across all regions, including preventative and corrective maintenance
• Develop and execute service schedules that maximize uptime and technician utilization
• Establish and drive key service metrics (uptime, response time, first-time fix rate)
  
  
  

Team Leadership & Development

• Build, lead, and develop a high-performing field service team
• Define roles, responsibilities, and coverage models to support growth
• Implement structured onboarding, training programs, and career development paths
• Conduct regular performance reviews and field ride-alongs
  
  
  

Spare Parts & Fleet Management

• Own spare parts strategy, including forecasting, stocking levels, and distribution
• Improve parts availability while minimizing excess and obsolescence
• Manage the service fleet, including procurement, maintenance, and cost control
  
  
  

Continuous Improvement & Reliability

• Lead root cause analysis (RCA) for service issues and system downtime
• Implement corrective and preventative actions to improve system reliability
• Partner with Engineering and Product teams to drive long-term improvements
• Build and maintain service performance dashboards
  
  
  

Documentation & Process Standardization

• Develop and maintain:
• Work instructions
• Troubleshooting guides
• SOPs
• Training materials
• Safety procedures
• Ensure consistency, quality, and scalability across service operations
  
  

Field Support & Technical Leadership

• Travel to customer sites (~30%) to support complex issues and deployments
• Provide hands-on technical leadership and escalation support
• Serve as a subject matter expert for systems and service processes
  
  
  

Cross-Functional Collaboration

• Partner with Deployment, Product, and Engineering teams to improve installation quality and long-term performance
• Provide feedback to influence product design and serviceability
• Support forecasting and capacity planning
  
  
  

Additional Responsibilities

• Implement and optimize service management systems (ticketing, scheduling, asset tracking)
• Drive a culture of accountability, safety, and operational excellence
• Support vendor and subcontractor management
• Contribute to budgeting (labor, parts, capital expenditures)
• Lead initiatives that improve customer satisfaction and responsiveness
  
  
  

Qualifications

Education & Experience

• 3 years of service management or field operations leadership experience
• Experience managing distributed field teams and multi-site operations
• Proven success in improving service performance, uptime, and efficiency
  
  
  

Top Skills

• Field service operations and scaling
• Team leadership and development
• Process improvement and root cause analysis
• Inventory and fleet management
• Data-driven decision making
• Cross-functional collaboration
  
  
  

Technical Skills

• Strong technical aptitude with the ability to troubleshoot complex systems (electrical, mechanical, or electronic preferred)
• Experience with service management tools (ticketing systems, CRM, asset tracking)
• Familiarity with performance metrics, dashboards, and reporting
  
  
  

Preferred

• Experience implementing or improving service management systems
• Experience with inventory, logistics, or fleet operations
• Bachelor’s degree in Engineering, Operations, or related field (or equivalent experience)
  
  
  

Ideal Candidate Traits

• Builder mindset—comfortable creating structure in a growing organization
• Strong leadership presence with a hands-on approach
• Proactive, solutions-oriented thinker
• Highly organized with strong attention to detail
• Ability to balance immediate needs with long-term strategy
  
  
  

Reporting Relationships

This role reports directly to the Director of Field Service and works closely with Field Operations, Engineering, Product Management, and Deployment teams.

Schedule

• Full-time
• Monday–Friday
• Day shift
• Travel up to 30%
  
  
  

Why Join Blue Line Solutions?

• Play a key role in scaling a growing national service organization
• Make a direct impact on systems that support public safety
• Work cross-functionally to improve product performance and customer experience
• Be part of a collaborative team focused on accountability, growth, and innovation