Service Operations Supervisor - Products

About the role

The Service Operations Supervisor- Products oversees and coordinates service programs, relationships, and activities related to Excellerate Product business. Responsibilities include defining service offerings, developing service support tools, and creating processes that drive these activities.

Responsibilities

• Oversees and coordinates obtaining service rights from critical equipment providers
• Coordinates the creation and scope of product service offerings
• Plays a pivotal role in the creation and development of various service support tools
• Responsible for the creation of service reports and procedures for electrical distribution products
• Acts as a liaison between product OEM and service partners as appropriate
• Supports the development and reporting of key metrics, including response times, effectiveness, and cost of service activities
• Provides input on recurring product issues and collaborates with engineering and reliability teams to reduce failure rates
• Responsible for the creation of SOPs and work instructions, ensuring they remain up-to-date
• Participates in the product development process with responsibility over associated deliverables
• Performs other related duties as required and assigned

Requirements

Minimum Requirements:

• Education: Associate’s or Bachelor's degree in Business Administration, Engineering Technology, or relevant training
• Experience: 2+ years of experience in a warranty, service coordination, or customer service role

Qualifications

An ideal candidate should have:

• Proven track record of managing field service activities, coordinating teams, and driving service delivery improvements
• Proficiency with ERP or CRM platforms (e.g., Salesforce, Oracle, Service Cloud, NetSuite)
• Strong leadership, analytical, and communication skills
• Able to collaborate effectively with customers, executives, field teams, and OEM partners

Skills

Preferred qualifications include:

• Leadership skills
• Analytical skills
• Communication skills
• Collaboration skills

Benefits

At FTI, we offer a comprehensive benefits package including:

• Competitive, merit-based compensation
• Career path development
• A flexible and robust benefits package

FTI is committed to providing equal employment opportunities and is an Equal Opportunity Employer.