Service Operations Manager III

Primary Function
The Operations Manager will provide strategic oversight and hands-on management of the company’s customer-facing service and repair functions, including the Warranty Department, CVA, SOS Lab, and Tech Services. This role is responsible for driving operational efficiency, ensuring cost-effective practices, and delivering high-quality service experiences. The Operations Manager will lead and mentor a team of departmental managers, fostering a culture of collaboration, accountability, and continuous improvement.

Essential Duties
Leadership & Strategy

• Lead, mentor, and evaluate the performance of direct reports.
• Develop and implement operational strategies that align with company goals, such as increasing customer satisfaction, maximizing warranty recovery, reducing LLI and optimizing resource allocation.
• Formulate and manage departmental budgets and forecasts to ensure cost-effective operations.
• Serve as a key liaison between the operations team and senior management, providing regular reports on key performance indicators (KPIs), operational health, and strategic initiatives.

Warranty Management

• Oversee construction warranty claims section for Cat and OEM up to 700 claims per month, whereby the highest ratio of dollars received vs. repair dollars is realized, while adhering to guidelines and time constraints imposed by respective manufacturers. Controls Goodwill administration and reviews monthly with sales and service management.
• Enhance the overall warranty claim process to improve customer service quality and satisfaction while managing costs effectively.
• Manage and lead Construction Warranty/WIP Room manager activities related to service call administration, while maintaining standardized processes to open, adjust, and close, minimizing corporate financial exposure throughout the process.

CVA SOS & Lab Operations

• Support the CVA SOS Digital Ops manager
• Ensure all CVA contracts are enrolled timely, manage CVA renewals to 70%, ensure all contracts are entered in Fore Sight and maintain Fore Sight database.
• Monitor CVA and SOS KPIs

Operator Training

• Manage Certified Dealer Instructors and Operators to enhance the customer knowledge and proficiency of equipment.
• Perform machine demonstrations, deliveries, and revisits for customers.
• Provide machine operator training schedule to Sales Team.

Tech Services

• Manage all SIS/ET, Cat media, Dealer Performance Center, external technician training, and Software Enabled Attachment licensing and invoicing for dealer and customers.
• Manages costs for Total Maintenance and Repair quotes, Total Cost Bids. Maintains profitability on each respective program.
• Oversees standard jobs development, and service repair options as required to enhance service and parts sales.
• Dealer Point of Contact for managing Field Follow programs with CAT and other manufacturers.
• Provide support and direction for Senior Tech Service analyst
• Manage Technical communicators to support and ensure customer satisfaction and proper problem documentation through CAT DSN

Continuous Improvement & Efficiency

• Continuously evaluate and refine operational systems, processes, and best practices to increase productivity and reduce waste.
• Identify and implement new technologies or systems to support operational excellence, such as improved tracking software or lab management systems.
• Analyze operational data to identify bottlenecks and implement effective, data-driven solutions.

Compliance & Safety

• Ensure all departments operate in full compliance with company policies, industry standards, and relevant health and safety regulations.
• Coordinate internal and external audits for quality management systems.
• Foster a proactive safety-first culture throughout the operations team.

Minimum Requirements
Education

• High School Diploma or GED required.
• Bachelor’s degree in business administration, Operations Management, Engineering, or a related field preferred. (5 years of experience in an operations management role, preferably in a technical service, repair, or manufacturing environment, along with proven experience managing cross-functional technical teams and providing mentorship to departmental managers, may be considered in lieu of formal education).

Work Experience

• 5 years of experience in an operations management role, preferably in a technical service, repair, or manufacturing environment.
• Proven experience managing teams and providing mentorship to departmental managers.

Other

• Strong analytical, problem-solving, and decision-making skills.
• Experience with specific industry regulations and compliance standards.
• Certifications such as Certified Manager of Quality/Organizational Excellence or Project Management Professional (PMP).
• Proficiency with ERP, and/or other relevant operations management software.
• Excellent communication skills, both written and verbal, with the ability to report clearly to senior management and interface with technical teams.
• In-depth knowledge of quality management systems and continuous improvement methodologies (e.g., Lean, Six Sigma).
• Must have excellent customer service skills.
• Must have intermediate PC skills with MS Office and Outlook.
• Must be familiar with similar laboratory analysis equipment.
• Must have a valid driver’s license and transportation to be able to periodically travel to and visit with current or future potential customers.

Physical

• Must be able to stand and sit for long periods of time to talk with (telephone and in person) customers.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modifications to this job requires Human Resources approval.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.