Service Operations Leader

Key Responsibilities

• Lead and optimize field service operations across all regions, including preventative and corrective maintenance.
• Develop and execute service schedules that maximize uptime and technician utilization.
• Establish and drive key service metrics (uptime, response time, first-time fix rate).

Team Leadership & Development

• Build, lead, and develop a high-performing field service team.
• Define roles, responsibilities, and coverage models to support growth.
• Implement structured onboarding, training programs, and career development paths.
• Conduct regular performance reviews and field ride-alongs.

Spare Parts & Fleet Management

• Own spare parts strategy, including forecasting, stocking levels, and distribution.
• Improve parts availability while minimizing excess and obsolescence.
• Manage the service fleet, including procurement, maintenance, and cost control.

Continuous Improvement & Reliability

• Lead root cause analysis (RCA) for service issues and system downtime.
• Implement corrective and preventative actions to improve system reliability.
• Partner with Engineering and Product teams to drive long-term improvements.
• Build and maintain service performance dashboards.

Field Support & Technical Leadership

• Travel to customer sites (~30%) to support complex issues and deployments.
• Provide hands-on technical leadership and escalation support.
• Serve as a subject matter expert for systems and service processes.

Cross-Functional Collaboration

• Partner with Deployment, Product, and Engineering teams to improve installation quality and long-term performance.
• Provide feedback to influence product design and serviceability.
• Support forecasting and capacity planning.

Additional Responsibilities

• Implement and optimize service management systems (ticketing, scheduling, asset tracking).
• Drive a culture of accountability, safety, and operational excellence.
• Support vendor and subcontractor management.
• Contribute to budgeting (labor, parts, capital expenditures).
• Lead initiatives that improve customer satisfaction and responsiveness.