Operations Manager - Service Center

General Description

The Operations Manager is responsible for leading the daily operations of the assigned Service Center to ensure safe, efficient, and high-quality services. This role oversees production planning, scheduling, quality control, and technician development while ensuring compliance with company safety standards and operational procedures.

Specific Responsibilities

• Promote and maintain a safe work environment by following and enforcing standards and procedures established by the Safety Manager.
• Oversee production, scheduling, quality, and safety operations for the assigned Service Center.
• Partner with the Shop Lead to conduct production meetings and communicate daily work assignments to the team.
• Utilize core operational metrics to identify performance gaps and implement corrective actions.
• Use the company business system to manage workload, track service activities, and complete administrative responsibilities.
• Identify and implement procedures to improve day-to-day operations, efficiency, and service quality.
• Lead Quality, Safety, and Competency audits for the assigned Service Center to ensure compliance with company standards.
• Participate in the hiring, onboarding, and career development of service center employees.
• Manage HR-related matters for the assigned Service Center in coordination with Human Resources.
• Conduct regular performance evaluations and provide constructive feedback to employees.
• Establish clear performance expectations and measurable goals for team members.
• Address performance concerns through coaching, development plans, or corrective action when necessary.
• Recognize and reinforce strong performance to promote positive behaviors and team engagement.
• Foster a positive work environment that reflects the organization’s culture and values.
• Project a positive image of the organization to both employees and customers.
• Lead, support, and strengthen the company’s core values and culture within the team.
• Facilitate training in OEM valve repair procedures and ensure adherence to technical standards.
• Collaborate with Account Managers and Service Managers to assess service scope and identify opportunities.
• Respond to valve-related service inquiries from Service Managers and Coordinators on behalf of customers.

Required Competencies

• Demonstrated ability to build a collaborative team environment that promotes accountability, engagement, and continuous improvement.
• Strong leadership skills with the ability to motivate, coach, and develop employees.
• Skilled in providing constructive feedback, managing performance, and supporting employee development.
• Excellent verbal and written communication skills.
• Able to work effectively in a team environment and contribute as a collaborative team player.
• Effective engagement and communication with customers, internal sales staff, and cross-functional teams.
• Strong organizational skills with the ability to manage multiple priorities while maintaining a positive attitude and composure.
• Self-directed, self-motivated, and detail oriented.
• Reliable and capable of managing time effectively to meet operational demands.
• High computer literacy, including proficiency with Microsoft Office Suite, CRM systems, and the ability to learn internal business systems.
• Able to utilize business systems and tools to manage operational activities and administrative responsibilities.
• Project coordination skills with the ability to manage scope, schedule, and budget considerations.
• Strong focus on delivering high-quality services and operational outcomes.
• Customer-focused mindset with a commitment to delivering high-quality service and maintaining strong customer relationships.
• Demonstrates sound business acumen and understanding of operational performance drivers.

Required Education & Experience

• 4 Yr. College Degree or equivalent work experience
• 5+ years of experience in Relief/Isolation/Control Valve Repair and Operation or similar industry
• 1+ years of experience in a leadership or management position

Physical Requirements

• Standing
• Walking
• Sitting
• Kneeling
• Reaching Overhead
• Climbing
• Pushing and Pulling
• Lifting - 30 pounds
• Using a Computer
• Using a Telephone
• Driving