Service Operations Manager

Position Summary
The Service Operations Manager takes ownership of the day-to-day running of branch service operations across the region, reporting to the Regional Service Manager. This role exists to take daily operational management - scheduling, dispatch, escalations, contract execution, and direct oversight of field technicians and coordinators - off the Regional Service Manager's plate, so that role can focus on diagnosing branch performance issues, driving growth, and developing people and processes across the region.

This is a hands-on, player-coach role. The Service Operations Manager is the first point of contact for branch-level problems and is expected to resolve most issues directly, escalating only what genuinely requires the Regional Service Manager's involvement.

Supervisory Responsibilities

• Directly oversees Service Technicians and Service Coordinators across assigned branches, in coordination with Service Sales Leaders and Regional Service Manager.

• Strategizes with branches to keep crews productive and jobs moving.

• Serves as the primary point of contact for escalated service, scheduling, and personnel issues, fielding day-to-day problem-solving calls from branch staff and customers.

• Participates in the recruitment, hiring, onboarding, and training of branch technicians and coordinators.

• Conducts timely, constructive performance evaluations for coordinators and technicians in coordination with the Regional Service Manager.

Duties & Responsibilities

• Manages ongoing service contract execution, renewals, and day-to-day account issues for assigned branches.

• Executes branch-level fixes and process changes identified by the Regional Service Manager, partnering with him on joint branch visits.

• Monitors branch performance against company targets - job profitability, billable/unbillable hours, and technician utilization (company standard: 90% billable, 4 unbillable hours/week per tech) - and flags issues early.

• Works with branch Service Coordinators and Service Salesmen to keep schedules, dispatch, and contract terms on track day to day.

• Reviews jobs to ensure safety, quality, financial, and delivery standards are met.

• Reports branch operational status, issues, and risks to the Regional Service Manager on a regular cadence. • Ensures a safe working environment and compliance with company policy and applicable regulations.

• Performs other related duties as assigned.

Required Skills & Abilities

• Strong leadership and personnel management skills across multiple locations.

• Ability to manage competing priorities and make sound daily operational decisions independently.

• Excellent phone-based problem-solving, communication, and customer service skills.

• Strong organizational skills; comfortable working with scheduling/dispatch tools and reporting systems.

• Ability to travel regularly to branch locations across the region.

Education & Experience
• Crane or industrial service experience strongly preferred.

• Prior branch management or multi-site operations management experience required.

• Experience managing field technicians in a service-based, industrial maintenance and repair business.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time, with or without notice.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.