Service Operations Manager

About the role

The Service Operations Manager is responsible for leading and overseeing the Field Service, Depot Service and Client Relations teams across the U.S. and Canada. This role is accountable for delivering exceptional customer experiences, ensuring timely and accurate service, execution and billing, optimizing operational performance, and supporting the achievement of company objectives.

Responsibilities

• Supervise, coach, train, and develop client relations associates, field service and depot service technicians.
• Manage day-to-day service operations, including call center management, escalations and repair related activities associated with field or depot service (repairs, preventative maintenance, inspection, etc.).
• Lead and develop the client relations team, ensuring a high level of customer satisfaction, responsiveness, and effective communication with customers throughout the service lifecycle.
• Optimize the call center and service organization utilizing advanced technology.
• Oversee labor planning, associate scheduling, workload balancing, overtime management, and service resource allocation.
• Support associate development through performance reviews, goal setting, technical training, and skill enhancement initiatives.
• Ensure all technicians are fully trained on Alma products, including new technologies, software updates, and safety requirements.
• Supervise mechanical and electrical installations while ensuring compliance with project scope, company procedures, and customer expectations.
• Respond to technical support inquiries from customers and Client Relations Representatives (CSRs), providing guidance for troubleshooting and resolution of complex equipment issues.
• Research and resolve repair issues through direct communication with Manufacturer, Product Development and Engineering teams.
• Collaborate with Parts Procurement to maintain appropriate inventory levels and ensure timely ordering and delivery of service parts.
• Monitor and improve service turnaround times through process improvements and operational efficiency initiatives.
• Inspect products returned to manufacturing and assist with Return Material Authorization (RMA) processes.
• Implement, maintain, and ensure compliance with Alma quality system standards and service procedures.
• Develop strategies to improve service performance, technician productivity, customer satisfaction, and operational effectiveness.
• Aid in interviewing, hiring, onboarding, and retaining qualified service personnel.
• Maintain accurate service documentation, inspection records, and operational reports.
• Monitor and report on key service performance metrics, including response times, first-time fix rates, turnaround times, customer satisfaction, technician utilization, and service profitability.
• Collaborate with Sales, Clinical Training, Product Management, Manufacturing, and Quality teams to improve customer outcomes and support new product launches.
• Develop, implement, and continuously refine standardized operating procedures (SOPs), workflows, and best practices across all service functions.
• Lead continuous improvement initiatives by analyzing operational data, identifying root causes, and implementing process improvements that enhance productivity, service quality, and operational performance.
• Establish and monitor key performance indicators (KPIs) to measure process effectiveness and drive continuous operational improvements.

Requirements

• Minimum two-year degree or equivalent education is preferred.
• 2–5 years of experience servicing electronic or medical equipment systems.
• Previous supervisory or management experience in a technical service environment.
• Experience working in a medical instrument/device environment strongly preferred.
• Experience working in an ISO-certified or regulated quality environment preferred.
• Familiarity with standard electronic test equipment, wiring diagrams, schematics, and service manuals.

Qualifications

• Excellent leadership and people management skills.
• Strong mechanical and electrical troubleshooting abilities.
• Microsoft Office proficiency (Word, Excel, PowerPoint, Outlook).
• ERP experience strongly preferred; NetSuite experience preferred.
• Salesforce experience preferred.
• Excellent organizational and multitasking abilities.
• Strong written and verbal communication skills.
• Positive attitude and collaborative team approach.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Experience managing service KPIs and performance metrics.
• Strong customer escalation management skills.
• Ability to analyze operational data and identify process improvements.
• Budget management experience preferred.

Skills

• Excellent leadership and people management skills.
• Strong mechanical and electrical troubleshooting abilities.
• Microsoft Office proficiency (Word, Excel, PowerPoint, Outlook).
• ERP experience strongly preferred; NetSuite experience preferred.
• Salesforce experience preferred.
• Excellent organizational and multitasking abilities.
• Strong written and verbal communication skills.
• Positive attitude and collaborative team approach.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Experience managing service KPIs and performance metrics.
• Strong customer escalation management skills.
• Ability to analyze operational data and identify process improvements.
• Budget management experience preferred.

Benefits

This position offers competitive compensation, including a salary range of $115,000 - $150,000, commensurate with experience. Additional benefits may include health insurance, retirement plans, and paid time off.

Pay

The salary range for this position is $115,000 - $150,000, commensurate with experience.

Schedule

The position is required to be onsite, full-time, located at our corporate headquarters in Buffalo Grove, IL. Regular travel to customer locations, including Med Spas, physician offices, and medical aesthetic practices, is required. The employee may occasionally work in warehouse or repair depot environments and around electronic and medical equipment. Physical demands include occasional lifting and moving up to 80 pounds, regular standing, and occasional kneeling, crouching, and crawling.