Service Operations Manager

LaundryLux is the North American supplier of Electrolux Professional & Wascomat equipment for Laundromats, Coin Laundries, and On-Premises Laundries. From financing to repairs, we provide a comprehensive set of services to support all elements of commercial laundry operations.

Why you should join LaundryLux

• Career Advancement: We offer a career, not just a job. We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment.
• Learning and Development: We foster a culture that encourages and promotes professional growth and development, with continuous learning opportunities.
• Diversity Initiatives: We are proud to have launched the Women’s Initiative focused on building a better workplace for women, providing support, and recognizing the talented women within our company.

Benefits

• Health benefits package including medical, dental, and vision plans
• Life Insurance
• 401(k) with company matching
• Paid Time Off
• Paid Holidays
• Profit Sharing
• Employee Referral Program
• Mentorship Program
• Company Sponsored Training
• Tuition Reimbursement

Responsibilities

• Service Provider Database:
  • Develop a comprehensive Service Provider database.
  • Create a Qualification Checklist to evaluate new service providers.
  • Develop a Service Provider Application Form.
  • Identify and qualify new service providers.
  • Evaluate service provider performance through scorecards.
  • Define service expectations.
• Service Team Management: Lead and manage both internal technicians and third-party service providers, including implementing training programs to improve technician performance.
• Dispatch Operations: Lead daily dispatch operations to optimize technician utilization, response times, and SLA performance.
• Service Strategies: Develop service strategies to ensure adequate technician coverage across assigned territories and to support business growth. Define and track Service Level Agreements (SLAs) and implement KPIs that drive improvements in response times and customer satisfaction.
• Customer Communication: Communicate directly with customers to ensure a positive customer experience. Partner with Sales and Customer Care to resolve complex customer escalations and ensure customer retention.
• Labor Warranty Exceptions: Monitor warranty claims from initiation through completion, removing obstacles and ensuring timely resolution. Review and approve exceptions to labor warranty guidelines within gray areas.
• Reporting: Generate reports on warranty claims, technician performance, and service metrics to aid in process improvement and enhance service quality.
• Technical Documentation: Provide technical documentation to clients as the technical care team directs. Lead special warranty projects for major part defects or large-scale warranty replacements. Maintain a clear record of all interactions, parts, and service work related to special projects, ensuring compliance with warranty policies and company procedures.
• Supervisory:
  • Recruit, interview, hire, and train new team members in the department.
  • Oversee the daily workflow and schedules of the department.
  • Manage the performance of employees in the department (conduct 1:1s, create goals, and conduct performance evaluations that are timely and constructive).
  • Develop incentive plans tied to company performance throughout the year.
  • Complete salary and bonus reviews as well as review disciplinary actions.
  • Create and execute a strategy to recruit, train, and career path a passionate, energetic, and ambitious customer care workforce.
  • Motivate and support the team by being a champion of positivity in the workplace to foster a productive and supportive environment.

Requirements

• Proven leadership and people management skills.
• Ability to coach and develop high-performing teams.
• Experience managing remote employees and third-party service providers.
• Knowledge of field service operations and dispatch management.
• Experience with KPI development and performance management.
• Service scheduling optimization.
• SLA management.
• Experience utilizing ERP and field service management systems (Epicor preferred) to manage service operations, reporting, and technician performance.
• Process improvement experience.
• Budget and resource management.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Engineering, Supply Chain, or related field preferred.
• 7+ years of experience in field service, technical service, operations, or service management.
• 3+ years of leadership experience managing technicians, dispatch teams, or service operations.
• Experience managing multi-site or multi-state service organizations preferred.
• Experience overseeing third-party service providers and vendor relationships.
• Experience with warranty administration, field service management, or technical support operations.
• Experience with ERP and field service management software (Epicor preferred).
• Experience developing and monitoring KPIs, service metrics, and operational dashboards.

Physical Requirements

• This job operates in a professional office environment.
• This role routinely uses standard office equipment such as computers, phones, and photocopiers.

Schedule

Quarterly travel to other LaundryLux offices for in-person meetings with technicians.

Our Values

• People
• Shared Responsibility
• Integrity
• Excellence
• Customer Focused
• Meaningfulness and Fun