Service Operations Manager

About the role

The Company Equipment Management Service and Repair (EMSAR), headquartered in Wilmington OH, is a fast-growing national technical services company providing maintenance, repair and installation services to OEMs in the Healthcare, Laboratory, and Self-Service Kiosk sectors. EMSAR’s client‑centric model enables it to customize and deliver the highest quality solutions to its blue‑chip and emerging client base. The Service Operations Manager supports the company's mission, vision, and values by ensuring operational success for multiple assigned clients, acting as the primary operational point of contact, and overseeing client playbook development, implementation, and performance tracking.

Responsibilities

• Identify and escalate trends that impact service delivery, contractual obligations and financial expectations.
• Lead Client “playbook” development for new accounts and service offerings.
• Oversee the education of internal teams on client requirements.
• Oversee successful implementation and ongoing execution of client service agreements or projects.
• Track and measure EMSAR performance relative to agreement terms and internal expectations.
• Retain and grow assigned accounts through excellent contractual delivery and relationship building to become “deep and wide” within an account.
• Assist with field resource planning as needed to support client needs.
• Participate in regular client business reviews.
• Assist in quoting new services or projects with existing assigned clients or potential new clients.
• Constantly evaluate delivery and pricing models, making adjustments to enable profitable growth.
• Oversee, train and mentor Account Engagement Manager associates.
• Carry out managerial responsibilities in accordance with organization’s policies.
• Serve as escalation and resource management when needed.
• Manage or delegate team projects.

Requirements

Minimum Education and Experience: Bachelor’s Degree in business, management, or related technical field; 5‑7 years of client‑facing support or management; strong interpersonal, oral and written communication skills; intermediate proficiency with Microsoft Office Suite and other cloud‑based software.

Qualifications

Preferred Qualifications: Master’s degree in relevant field; Project Management or PMI Certification; knowledge of SalesForce / ServiceMax platform; understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI).

Skills

• Ability to roll up process details into an easily understood, impactful executive summary.
• Skill to facilitate large complex groups effectively.
• Adept at quickly assessing and changing priorities, working on numerous projects at a time with a track record of working in a matrixed, shared environment.
• Act with empowerment to think innovatively and creatively to provide client solutions and improve EMSAR processes.
• Ability to leverage networks and expertise to identify new business opportunities and/or ways to advance business practices for the good of the company, its employees, and its customers.
• Expert communicator who can clearly and precisely communicate leading questions, instructions, and expectations via verbal and written methods to supported internal and external clients.
• Applied Change Management Experience.

Work Environment and Physical Demands

• Ability to sit, stand, bend, and reach for long periods exceeding 4 hours.
• Ability to lift 40 pounds without assistance.
• Available for overtime, on‑call, stand‑by, and after‑hours responsibility.
• Must be available to travel as needed to support field team and clients, including up to 10% domestic and overnight travel.