Service Operations Manager (Ref: 196891)

Key Responsibilities

• Architect and drive the end-to-end revitalization of the Customer Support function, instituting scalable processes and transparent service standards.
• Evaluate current operations to surface gaps and craft high-impact enhancements in tools, workflows, and performance metrics.
• Deploy integrated ticketing, knowledge management, diagnostics, service tracking, and proactive communication platforms.
• Foster a customer-centric culture emphasizing speed, accountability, and continuous improvement.
• Partner with cross-functional teams to resolve issues and uplift product reliability.
• Oversee technical support delivery, field activities, depot repair, and data integrity across documentation.
• Grow and mentor a global support organization, defining staffing plans and leading scalable recruitment.
• Institute training, onboarding, and competency benchmarks; coordinate worldwide support coverage.
• Manage executive-level customer relationships, monitor satisfaction, and drive retention initiatives.

Requirements

• Degree in engineering or a related technical field, or equivalent professional experience.
• Proven track record leading technical customer support, field service, or product support for sophisticated electromechanical or high-tech systems.
• Demonstrated success rebuilding or majorly enhancing support operations; familiarity with quality management and continuous improvement methodologies.
• Hands-on troubleshooting and repair capability; experience with CRM, ticketing, and service-management platforms.
• Experience with service KPIs, SLAs, and global customer bases; strong analytical and communication skills.
• Ability to operate effectively in a fast-paced, international environment with a strategic mindset.

Benefits

• Competitive base pay with performance-based bonuses.
• Comprehensive medical, dental, and retirement options.
• Chance to shape global growth through scalable support architecture.
• Significant travel, including international assignments with substantial travel expectations.
• Access to professional development and leadership coaching resources.

Other Information

This role resides in the United States, with meaningful travel obligations. This organization prioritizes safety, quality, and a service-first ethos within a rapid-growth manufacturing context.