Service Manager

Job Type Full-time Description Service Manager Lead Service Excellence. Drive Operational Success. Location: Kapolei, HI Salary: $115,000 - $120,000 per year (based on experience) + eligible for an annual performance bonus Travel: Up to 25% travel required Team Leadership: 5–7 direct reports Are you a strategic service leader who thrives on building high-performing teams, improving operational workflows, and delivering exceptional customer experiences? We are seeking an experienced Service Manager to lead and strengthen our service operations, customer support programs, and field service execution while supporting long-term organizational growth and operational excellence. In this leadership role, you will oversee the full service lifecycle—from intake and scheduling to field execution, issue resolution, reporting, and continuous improvement. You’ll collaborate closely with executive leadership, operations, engineering, finance, sales, and cross-functional teams to ensure service activities are delivered efficiently, accurately, and in alignment with organizational priorities and customer expectations. Key Responsibilities Service Operations & Leadership Lead day-to-day service operations, customer support initiatives, and field service coordinationManage and develop a team of 5–7 direct reports, including service personnel and support staffServe as the primary point of contact for service-related inquiries, escalations, and issue resolutionOversee service scheduling, resource allocation, workflow coordination, and operational executionSupport service teams by communicating customer expectations, technical requirements, and performance standardsEnsure service activities align with organizational objectives, customer commitments, and operational goals Documentation & Service Administration Maintain and manage service documentation including work orders, quote/estimates, maintenance records, service reports, compliance files, and operational logsPrepare and distribute service updates, customer communications, meeting summaries, and operational reportsEnsure accurate recordkeeping within service management systems, CRM platforms, and internal databasesTrack service schedules, reporting deadlines, contract obligations, and departmental commitments Cross-Functional Collaboration Partner with sales, operations, engineering, logistics, finance, and executive teams to support organizational initiativesCoordinate communication between departments to ensure efficient service execution and customer satisfactionAddress service delays, workflow inefficiencies, customer concerns, and technical challenges while escalating complex issues as needed Compliance, Audits & Reporting Prepare service documentation and reports for internal and external auditsSupport compliance with organizational policies, safety standards, regulatory requirements, and internal controlsDevelop service dashboards, operational summaries, performance metrics, and risk assessmentsParticipate in strategic planning sessions, customer reviews, and service improvement initiatives Process Improvement & Systems Optimization Recommend and implement improvements to service workflows, customer communication processes, and operational strategiesUtilize service management systems, analytics dashboards, and scheduling tools to improve visibility and efficiencySupport system enhancements, integrations, and workflow optimization initiativesContribute to standardized service practices, templates, and documentation improvements Qualifications Education & Experience Bachelor’s degree in Business Administration, Operations Management, Engineering, Customer Experience, or a related field required (equivalent experience considered)7–12 years of experience in service management, field operations, customer support leadership, or related operational rolesExperience managing service teams, field technicians, customer accounts, or service programs strongly preferredEngine and power generation work experience requiredExperience using service management systems, CRM platforms, and analytics tools is a plus Technical & Professional Skills Strong understanding of service operations, customer support principles, scheduling workflows, and field executionProficiency with CRM platforms, service management systems, analytics dashboards, and communication toolsStrong analytical, organizational, and problem-solving skillsAbility to manage multiple priorities, deadlines, and concurrent operational initiativesExcellent customer phone and in-person communication skillsAbility to lead teams while maintaining strong customer relationships Required Job Attributes Self-starter with the ability to work independently and proactivelyForward-thinking mindset with strong planning and organizational abilitiesOpen-minded and adaptable to organizational and operational changeHighly organized with strong attention to detailCustomer-focused approach with professional communication skillsStrong operational judgment, integrity, and professionalism Preferred Qualifications & Attributes Strong business acumen and operational knowledgeTechnical aptitude with the ability to understand service operations and equipment functionalityPrevious service management experience in a technical or industrial environmentExperience supporting cross-functional operational initiatives and customer-focused service programsAbility to identify process improvement opportunities and drive operational efficiency Work Environment & Requirements Ability to work in office, field, hybrid environments as neededAbility to manage periods of increased workload during service peaks, customer escalations, audits, or major operational initiativesAbility to travel up to 25% as required to support field operations, customer meetings, and organizational initiatives Why Join Us? This role plays a critical part in ensuring our organization delivers reliable, customer-focused, and strategically aligned service operations. As the Service Manager, you will directly contribute to customer satisfaction, operational excellence, and long-term business success while helping shape the future of our service organization. If you are a proactive leader with a passion for service excellence, operational improvement, and team development, we encourage you to apply. Equal Opportunity Employer MSHS PPG is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws. Drug-Free Workplace MSHS PPG is a Drug-Free Workplace. All offers of employment are contingent on successful completion of a drug and alcohol screening, which may include testing for marijuana in compliance with applicable federal regulations and relevant state labor laws. We understand that marijuana laws vary by state, and our testing policies are designed to ensure compliance with both federal and state requirements where applicable. Salary Description $115,000 - $120,000 per year