General Manager, Service Operations - Elk Grove Village

About the role

The General Manager, Service Operations is a senior leadership role responsible for leading the strategic direction, operational performance, and continuous improvement of Yamazen’s national service organization. This position oversees regional service operations, technical support, and centralized parts/call center functions supporting 18 U.S. locations across five service regions.

Key Responsibilities

• Operational Leadership

• Provide strategic leadership and oversight for all national service operations across five U.S. service regions and 18 sales/service locations
• Lead, coach, and develop Regional Service Supervisors and centralized support teams to drive accountability, consistency, and high performance
• Establish and standardize operational procedures, KPIs, and performance management systems across all service locations
• Improve technician utilization, workforce efficiency, and operational productivity through effective resource planning and process controls
• Foster a culture of operational excellence, continuous improvement, and customer responsiveness

• Service & Aftermarket Operations

• Drive service excellence across field service, technical support, maintenance programs, and customer support operations
• Improve service response times, first-time fix rates, and overall customer satisfaction performance
• Partner with Sales and Applications teams to support customer retention, service growth, and aftermarket revenue opportunities
• Support the expansion and scalability of service offerings and aftermarket programs nationwide

• Financial & Performance Management

• Own and manage P&L performance for national service operations
• Develop and manage operational budgets, forecasting, and cost-control initiatives
• Analyze operational and financial data to identify trends, risks, and improvement opportunities
• Drive profitability through operational efficiency, labor optimization, and service performance improvements
• Establish reporting visibility and performance dashboards to support data-driven decision-making

• Process Improvement & Operational Excellence

• Lead continuous improvement initiatives utilizing Lean, Six Sigma, or similar operational methodologies
• Standardize service delivery models, workflows, and operational best practices across all regions
• Implement systems, tools, and reporting enhancements to improve operational visibility and execution
• Identify and execute strategic initiatives that improve scalability, consistency, and customer experience
• Lead organizational change initiatives that strengthen operational alignment and long-term growth

• Cross-Functional Leadership

• Partner with Sales, Engineering, Applications, and Executive Leadership to align operational strategies with company objectives
• Support new product introductions, service capabilities, and business growth initiatives
• Ensure strong communication and alignment between regional operations and corporate leadership
• Contribute to strategic planning initiatives related to service growth, operational expansion, and customer support strategy

Qualifications

• Skills and Qualifications:

• 10+ years of progressive operations leadership experience, including senior-level or General Manager responsibility
• Proven success leading multi-site or national service operations within a complex technical or industrial environment
• Strong leadership experience managing geographically dispersed teams and driving organizational accountability
• Demonstrated success improving operational performance, service delivery, and profitability
• Strong financial acumen with direct P&L management responsibility
• Excellent analytical, communication, and organizational leadership skills

• Preferred Background:

• Experience overseeing service operations, technical support, parts operations, and/or call center functions
• Familiarity with ERP systems, service management platforms, and inventory optimization tools
• Lean / Six Sigma certification or equivalent operational excellence training
• Experience leading operational transformation or organizational change initiatives
• Leadership Competencies: Strategic thinker with strong operational execution discipline, Data-driven decision-maker with strong analytical capability, Ability to influence and collaborate across functions and regions, Strong people leadership, coaching, and talent development skills, Customer-focused mindset with a commitment to service excellence, High level of accountability, adaptability, and business acumen