15,341 Service Operations Manager jobs in the United States

_Founded in 1910,_ KONE ( _is a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Our mission is to improve the flow of urban life and make our world's cities better places to live by providing innovative solutions that help make people's journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an_ innovation and sustainability ( _leader with repeated recognitions by_ Forbes ( _, Corporate Knights for clean capitalism and others. _
Are you ready to make your next career move to join our team and manage your own local service operations as our **Service Operations Manager for KONE New York City territory?**   
+ In your professional experience - has implementing and monitoring safety guidelines been your top priority for you and your team?
+ Do you take pride in providing learning opportunities for your team?
+ Are you successful in effectively managing a schedule and your team's overall performance?
+ Are you able to collaborate with all levels of the organization to achieve business goals?
+ Do you have an appetite for learning and leveraging new technologies?  
+ Are you responsible for developing the personnel ensuring their motivation, continuous development and achievement against regional targets?
+ Do you coach the technical-oriented Supervisors of today, to be customer-, service- and result-oriented Line Supervisors?
+ Are you responsible for the selection of personnel, training and continuous qualification of the employees?
+ Do you deal with complaints as well as supervision of customer satisfaction?
+ Do you create business plans including budget planning and budget control for the individual Service?
If you answered a resounding YES to these questions, then we have an amazing opportunity for you!  
As our  **Service Operations Manager** , you will successfully drive the service business operations for your territory which consists of a multi-million dollar book of business plus a reporting structure of several supervisors and numerous field employees while working in collaboration with your customer and peers. Your mission is to promote a positive culture surrounded by accomplishing safety and quality goals to achieve customer satisfaction and profitable business results.
You will bring 5+ years of relevant maintenance expertise as well as supervisory experience ideally leading a union represented workforce to our KONE family and an appetite for learning an exciting and new field. You will use the knowledge gained when obtaining your associates' degree in a related field or additional years of experience.  
_We have the courage to hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because_ we believe diversity drives innovation ( _:_
_- We value your authentic self_
_- Diversity, equity and inclusion is embedded in our strategy and values_
_- Collaborative, creative and supportive work environment_
_- Passionate about safety, quality and innovation_
_- We care about the communities where we live and work_
_Some of our many benefits include:_
_- Competitive salary_
_- Flexible work schedule_
_- Opportunities to learn and grow_
_- Matching 401K_
_- Pension plan_
_- Comprehensive health and wellness plans for the entire family_
_- Paid holidays and paid time off_
Come share your passion and energy to make a positive impact at KONE for our customers and your career ( !
*Beware of Recruitment Scams* ( are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class._
The hiring range for this role is $167,00.00 - 229,600.00. The compensation package offered will depend on their ability to meet the requirements of the role and a range of factors unique to each candidate, including their skill set, years and depth of experience, certifications, and location.
_At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life._
Read more on _ you know KONE moves two billion people every day? As a global leader in the elevator and escalator industry, we employ over 60,000 driven professionals in more than 60 countries worldwide joined together by a shared purpose, to shape the future of cities. In 2023, we had annual net sales of EUR 11.0 billion.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

**Description**
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
Leidos is hiring an energetic, motivated, innovative individual to be a part of our team supporting **USAF Defensive Cyber Systems Program Management Office** at Joint Base San Antonio. This position will support both internal and customer-facing projects involving the growth and sustainment of an enterprise service desk suite of tools specifically, ServiceNow. The Service Operations Manager will oversee the Service Desk multi-tiered team along with ServiceNow operations management to deliver solutions and day-to-day operations that ultimately ensure seamless support of the USAF to support an enhanced end user experience.
*** **Candidate MUST:**
+ Be a US Citizen with active SECRET and eligibility to obtain SCI
+ Be local to the San Antonio area and able to report on-site.
  
*** **Service Operations Manager Primary Responsibilities:**
+ Operational Oversight: Manage the daily operations ensuring high performance, and reliability of ServiceNow systems and service.
+ Team Leadership: Lead, mentor, and develop a team of ITSM staff, fostering a culture of collaboration and continuous improvement.
+ Service Management: Implement and maintain best practices for service delivery, incident management, and problem resolution, ensuring compliance with SLAs and KPIs.
+ Collaboration: Work closely with IT functional support teams, application development, and business to ensure alignment of cloud services with overall business objectives.
*** **Additional Responsibilities Include:**
+ Setting team priorities, strategic vision, maintaining quality and product roadmaps.
+ Conduct personnel performance reviews, review and sign timecards, and oversee Operation area leads.
+ Establish organization policies, standards, and operating procedures.
+ Create effective, deliverable technical proposal solutions/content that conform to requirements, win strategy, and corporate strategy.
+ Foster and ensure a collaborative, service oriented, revenue driven environment.
+ Provide Service Desk support for all incidents and ensure resolution within established SLAs.
+ Monitor Service requests and Change requests to ensure accurate completion of work by teams on schedule.
+ Project Monitoring and Control: Tracking project progress, monitoring performance against established SLA's, metrics, and taking corrective actions as needed.
+ Quality Assurance: Ensuring that all project deliverables meet defined quality standards and requirements.
+ Team Leadership: Leading and mentoring project teams, fostering a collaborative and productive work environment.
+ Budget Management: Monitoring project expenses and ensuring that spending stays within the allocated budget.
+ Release Management: Coordinating with the ServiceNow Release Manager to schedule project releases and ensure alignment with roadmaps.
+ Continuous Improvement: Identifying opportunities to improve project management practices and documentation to enhance delivery quality and speed. Provide feedback to ServiceNow teams on new capabilities, service improvements, and efficiencies needed by the operations team.
*** **Required Skills:**
+ Previous experience as an Operations Manager, minimum 5 years of recent experience.
+ Proven experience leading teams and managing complex operational projects.
+ **A minimum of 5 years experience and s** **trong knowledge of ServiceNow; including knowledge of ITSM and its capabilities as well as related modules.**
+ **Strong knowledge and experience with Service Desk and service management best practices**
+ Experience Leading Small to Intermediate teams.
+ Local to the San Antonio area.
+ U.S. Citizenship required.
+ Active DoD Secret clearance and eligibility to obtain TS/SCI.
+ Active DoD 8570 IAT Level II or equivalent DoD 8140 certification (e.g., Security+ CE, CCNA-Security, CySA+, GICSP, GSEC, CND, SSCP).
+ Active ServiceNow Professional Implementer Certification.
+ Demonstrated proficiency with ServiceNow ITSM modules including CMDB.
+ ITIL v4 Foundation certification.
+ Must be committed to adopting and adhering to best practices.
+ Strong analytical and problem-solving skills.
+ Ability to collaborate and work effectively in a team environment.
+ Experience planning and prioritizing tasks across a team.
+ Ability to interact positively, collaborate, and communicate appropriately with team members.
+ Strong communication and collaboration skills, dealing with complex architectures, customers, and competing priorities.
+ Experience driving performance of teams, identifying key performers, and mentoring staff.
+ Ability to manage conflict effectively.
+ Strong communication and collaboration skills supporting multiple stakeholders and business operations.
+ Expertise in understanding and mitigating risks to business operations.
+ Agile-based knowledge and skill.  Competent understanding of ITSM processes and experience with agile methodologies like Scrum, Kanban, SAFe using technologies like Jira.
+ Bachelor's degree with a minimum 8 years of relevant experience, or a master's degree with a minimum 6 years of experience. Equivalent work experience may be considered in lieu of a degree.
+ Generally, has a minimum of 5 years of experience supervising or leading operations teams.
*** **Preferred Qualifications:**
*** **-** Experience integrating ServiceNow with Atlassian tools such as Jira and Confluence.
- Active Project Management Professional Certification.
- Active ServiceNow Practitioner Technical Project Manager Certification.
- Active ServiceNow Project Portfolio Management Certification.
- A minimum of 2 years of experience as ServiceNow Developer, ServiceNow Solutions Architect.
- A minimum of 2 years leading ServiceNow development teams.
+ A minimum of 3 years of experience with developing ServiceNow solutions across various platform applications, such as ITSM, ITOM (HAM and SAM), ITBM, CSM, SecOps, GRC, HR.
Come break things (in a good way). Then build them smarter.
We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."
**Original Posting:**
August 1, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
Pay Range $80,600.00 - $145,700.00
The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
REQNUMBER: R-
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

**Description**
**About Us:**
EMCOR Services Aircond is a leading commercial and industrial heating, ventilating, and air-conditioning (HVAC) service company in the Southeast. For more than 87 years, Aircond has designed and delivered comprehensive HVAC solutions to businesses seeking to enhance their productivity and efficiency. Today, Aircond delivers a full spectrum of facility services to single and multi-site clients, from HVAC service to complete operations and maintenance solutions.
**Job Title: Service Operations Manager**
**Summary:**
We are seeking a results-driven and experienced HVAC Service Operations Manager to oversee daily operations of our HVAC service department in NC/SC. This role is responsible for managing service operations, ensuring excellent customer service, driving operational efficiency, maintaining safety standards, and achieving financial goals. The ideal candidate will bring leadership, technical knowledge, and organizational skills to ensure top-tier service delivery and team performance.
**Location:**
+ This role will preferably be based at EMCOR Services Aircond's office located in Charlotte, NC.
+ There is an option for an individual to work out of one of our satellite offices in the following locations:
+ North Carolina: Charlotte or Raleigh
+ South Carolina: Columbia or Greenville
**Travel:**
+ 50%
+ Travel will be required to travel to branch offices and site-based customers located throughout South Carolina and North Carolina
**Duties and Responsibilities:**
+ Supervise, mentor, and support HVAC service operations.
+ Recruit, onboard, and train new team members.
+ Manage District Service Managers and technician workload for optimal performance.
+ Manages the administrative functions and associates of the Columbia and Charlotte offices.
+ Conduct performance evaluations and develop improvement plans.
+ Oversee service operations to ensure jobs are completed on time, within budget, and to customer satisfaction.
+ Implement and monitor KPIs, service metrics, and workflow processes.
+ Disseminates policy to district service managers.
+ Set deadlines to ensure timely completion of work.
+ Coordinates activities of department with related activities of other departments to ensure efficiency and economy.
+ Ensure the accurate use of service management software for Service Orders, Documentation, and reporting.
+ Resolve escalated customer issues and ensure consistent service excellence.
+ Review job completion reports, conduct quality checks, and enforce company standards.
+ Maintain strong client relationships and promote customer loyalty.
+ Collaborate with accounting and sales to manage job costing, billing, and budget adherence.
+ Assist in pricing strategies, quoting service contracts, and forecasting revenue.
+ Control labor costs, overtime, and material usage to improve profit margins.
+ Approve PM contract renewals to maintain profit margins.
+ Monitors and analyzes costs and prepares budget. Identifies needs and/or reductions as appropriate.
+ Authorizes invoices, purchase orders and District Service Manager p-card receipts.
+ Enforce safety protocols and ensure compliance with local, state, and federal HVAC regulations.
+ Lead regular operations meetings and technician training sessions.
+ Coach and develop team members to ensure continued skill growth and to create a cohesive team.
+ Attend department meetings including technician quarterly safety training.
+ Monitor certifications, and continuing education requirements for the service teams.
+ Other duties as assigned.
**Qualifications:**
+ 10+ years of experience in HVAC service, with at least 2 years in a management or supervisory role.
+ Strong knowledge of commercial/Industrial HVAC systems and repair techniques.
+ Proven leadership skills with the ability to manage teams and handle conflict resolution.
+ Familiarity with service management platforms.
+ Strong organizational, time management, and problem-solving abilities.
+ Excellent communication skills - verbal and written.
+ Valid driver's license and clean driving record.
+ EPA certification.
**Education:**
+ High school diploma or GED required.
+ Associate or bachelor's degree in HVAC technology, business management, or equivalent HVAC management experience.
**What you can expect from EMCOR Services Aircond:**
+ Health Insurance: 4 plans available to choose from with Rx coverage
+ Heath Saving Account (HSA) and Flexible Spending Accounts (FSA) options available
+ Dental insurance: 2 plans available to choose from
+ Vision insurance
+ 401(k) with Employer Match
+ Employee referral incentives
+ Employee Assistance Program (EAP)
+ Competitive PTO, 8 paid holidays, 1 paid floating holiday
+ Weekly Pay
**COMMITMENT TO SAFETY**
It is the policy of EMCOR Services Aircond to conduct all business activities in a responsible manner, free from recognized hazards; and to respect the environment, health and safety of our employees, customers, suppliers, partners, and community neighbors. EMCOR Services Aircond is committed to providing a safe and healthy workplace. It will not be satisfied until its premises and services are free of recognized hazards, its employees, and its operations environmentally friendly. We will provide training, protective equipment, and the safest work environment possible for our employees to perform their jobs, but in the end, safety becomes an individual responsibility.
**We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled.**
There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here ( . Please check our available positions to confirm that a post or email is genuine.
EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR's normal application process - it is probably fraudulent.
#aircond
#LI-NS1
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights ( notice from the Department of Labor.

Job Title:  

Sales & Service Operations Manager  

Department:  

Service  

Reports to:  

General Manager  

FLSA Status:  

Exempt  

Classification:  

First/Mid Offs & Mgrs.  

Work Hours:  

7:00 am – 5:00 pm, Monday through Friday, some weekends and evenings  

Pay Scale:  

$100,000 - $130,000 + incentive plan 

Position Summary:  

The Sales & Service Operations Manager is responsible for driving revenue growth and overseeing service operations for the company.  This role combines strategic business development, client relationship management, and operational oversight to ensure high quality repairs, installations and maintenance services.  

Manage the sales and service operations of the company.  This includes overseeing the daily dispatching and efficiencies.  Other duties include customer relations, reviewing all billing and interacting with other managers concerning their sales and service needs.  Responsible for making sure that all Service Team Members are properly trained.  The Sales & Service Operations Manager is expected to handle all aspects of the sales department and to ensure the company’s monthly sales budget is achieved through proper planning and management of all incoming sales leads and other referral sources available within the company.    

Required Qualifications:  

• Three years related experience and/or training in customer service, management in a service industry, or equivalent combination of education and experience  
• Knowledge of the industry is recommended but not required  
• High School Diploma  
• Valid driver’s license  
• Computer skills  
• Ability to multi-task  
• Organized  
• Advanced customer service skills  

Desired Qualifications:  

• Three years related experience and/or training in sales, sales management, customer service, management in a service industry, or equivalent combination of education and experience  
• Knowledge of the Low Voltage or Electrical industry  

Essential Functions and Responsibilities:  

Sales & Business Development  

• Develop and execute a strategic sales plan to grow services with existing clients (Monitoring clients, Annual Inspection services, and other services)  
• Identify, pursue, and close opportunities for new installations, upgrades, and service contracts.  
• Build and maintain long-term client relationships to encourage repeat business and referrals.  
• Develop and execute a strategic sales plan to target new commercial and institutional clients (e.g. property managers, facility directors, schools, hospitals, etc).  
• Prepare and deliver professional sales presentations, proposals, and bids  
• Responsible for determining and setting sales policies and pricing  
• Responsible for the results in meeting goals/plans at agreed-upon margins and GPMD of the Service department  
• Review all sales proposals daily, including lost, sold, and pending proposals.  
• Securing work for the Service department/ installation department through marketing and referral generation programs.   
• Tracking sales performance, including but not limited to total sales, closing ratios, average sales, and self-generated leads.   
• Reviewing Daily Monitoring report and booking Service calls to address all alarms.  
• Establishing goals for Annual Fire Inspection sales.  
• Expand annual growth of RMR programs (Test & Inspections, Cloud-Based Subscriptions and Monitoring)  

Service & Operations Management  

• Oversee the scheduling, dispatching, and quality control of service technicians for commercial accounts.  
• Daily review of all service work orders to review for accuracy and proper billing.  Ensure all invoices are sent to clients.  
• Monitor service performance metrics (response time, completion rate, client satisfaction) and implement improvements as needed  
• Outbound calling to ensure that Service schedules are full with billable work.  
• Manage Monitoring client alerts, Annual Inspection agreements and schedules, and warranty claims.  
• Responsible for making sure that all Service Team Members are properly trained.  
• Works closely with the other managers as necessary to coordinate effective use of labor.  
• Make sure that the Service Technician detailed the invoice thoroughly and billed correctly so that the customer understands the service rendered and that the problem was taken care of.  
• Set staffing (internal/external) training schedule  
• Establishing best practices for service department in Service Titan.  
• Performance reviews and increases  
• Assist with collections.  
• Other duties as assigned  

Success Factors / Job Competencies:  

• Ability to adhere to all company policies and procedures.  
• Client Satisfaction Level  
• Ability to observe and account for day-to-day operations.  
• Ability to bring projects to successful completion within budget  
• Strong company culture  
• Ability to identify areas of improvement for safety.  
• Ability to work well under pressure, meeting multiple and sometimes conflicting deadlines.  
• Ability to demonstrate cooperative behavior with colleagues and supervisors.   
• Ability to keep a well-organized and clean work environment.  

Physical demands and work environment:   

The physical demands and work environment characteristics described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.  

Physical Demands:  

• While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; stoop, bend, lift, kneel; talk or hear.   
• There will also be lifting of 75 pounds or more over your head for an extended period and potential exposure to hazardous materials.    
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  

Work Environment:  

• While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.  The noise level in the work environment is usually minimal to moderate.    
• The employee will be exposed to dark and confined spaces, extreme temperatures, extreme weather, and heights.  

Performance Standards:  

Certain key business indicators will measure the effectiveness of this job description. These include the following:  

• Demonstrated ability to work independently and without direct supervision  
• Growth of the Service Department  
• Achieving the Budget revenue and gross profit goals for the Service Department  
• Customer compliments or complaints.  
• Timely resolution of customer disputes.  
• Development and training of the Service Team.  
• Expand annual growth of RMR programs (Test & Inspections, Cloud-Based Subscriptions and Monitoring)  

Core Values:  

Indicators that will measure the effectiveness of this job description. These include the following:  

• Pride in our work  
• Be Honest and Do what you say   
• Hungry to succeed and thrive  
• Serve team above self  
• Positive attitude, no negativity  
• Company dedicated and loyalty  

Job Description

Job Description

Overview: 
United Gaming is looking to employ a highly skilled Service Manager who will plan and oversee the daily operations of the field service organization to ensure goals and objectives are achieved. 
Supervisory Responsibilities:

• Hires and oversees training for new employees.
• Organizes and oversees the schedule and coverage of field operations.
• Handles discipline and termination of employees as needed and in accordance with company policy.
• Coordinates field service operations with company projects and other initiatives.
• Develops solutions, identifies and removes problems to improve the service department’s function.

Duties/Routines

• Plans and organizes daily field service activities
• Measures productivity by analyzing performance and activity reports.
• Coordinates with other support departments such as HR and IT to ensure successful production operations.
• Maintains customer service standards.
• Determines labor needs to meet production goals.
• Assists with budget preparation for the operations unit.
• Assists with or prepares and updates the operations manual and policies.
• Ensures support for field staff on nights and weekends.
• Performs other related duties as required.

Required Skills/Abilities:

• Excellent managerial and supervisory skills.
• Extensive knowledge of operations and production management.
• Ability to interpret data as needed to set production goals.
• Excellent organizational skills and attention to detail.
• Excellent process management and process improvement abilities.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office Suite or similar software.

Education and Experience:

• Bachelor’s degree in Business Management, Business Administration, or related field preferred.
• Five+ years of related experience required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to access and navigate the production facility.
• Must be able to lift 15 pounds at a time.

Perks
 

• Competitive compensation and benefits package, including health, dental, vision, life insurance, and 401K
• Paid time off and paid holidays

United Gaming is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

 

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Primary Function

The Operations Manager will provide strategic oversight and hands-on management of the company's customer-facing service and repair functions, including the Warranty Department, CVA, SOS Lab, and Tech Services. This role is responsible for driving operational efficiency, ensuring cost-effective practices, and delivering high-quality service experiences. The Operations Manager will lead and mentor a team of departmental managers, fostering a culture of collaboration, accountability, and continuous improvement.

Essential Duties

Leadership & Strategy

• Lead, mentor, and evaluate the performance of direct reports.
• Develop and implement operational strategies that align with company goals, such as increasing customer satisfaction, maximizing warranty recovery, reducing LLI and optimizing resource allocation.
• Formulate and manage departmental budgets and forecasts to ensure cost-effective operations.
• Serve as a key liaison between the operations team and senior management, providing regular reports on key performance indicators (KPIs), operational health, and strategic initiatives.

Warranty Management

• Oversee construction warranty claims section for Cat and OEM up to 700 claims per month, whereby the highest ratio of dollars received vs. repair dollars is realized, while adhering to guidelines and time constraints imposed by respective manufacturers. Controls Goodwill administration and reviews monthly with sales and service management.
• Enhance the overall warranty claim process to improve customer service quality and satisfaction while managing costs effectively.
• Manage and lead Construction Warranty/WIP Room manager activities related to service call administration, while maintaining standardized processes to open, adjust, and close, minimizing corporate financial exposure throughout the process.

CVA SOS & Lab Operations

• Support the CVA SOS Digital Ops manager
• Ensure all CVA contracts are enrolled timely, manage CVA renewals to 70%, ensure all contracts are entered in Fore Sight and maintain Fore Sight database.
• Monitor CVA and SOS KPIs

Operator Training

• Manage Certified Dealer Instructors and Operators to enhance the customer knowledge and proficiency of equipment.
• Perform machine demonstrations, deliveries, and revisits for customers.
• Provide machine operator training schedule to Sales Team.

Tech Services

• Manage all SIS/ET, Cat media, Dealer Performance Center, external technician training, and Software Enabled Attachment licensing and invoicing for dealer and customers.
• Manages costs for Total Maintenance and Repair quotes, Total Cost Bids. Maintains profitability on each respective program.
• Oversees standard jobs development, and service repair options as required to enhance service and parts sales.
• Dealer Point of Contact for managing Field Follow programs with CAT and other manufacturers.
• Provide support and direction for Senior Tech Service analyst
• Manage Technical communicators to support and ensure customer satisfaction and proper problem documentation through CAT DSN

Continuous Improvement & Efficiency

• Continuously evaluate and refine operational systems, processes, and best practices to increase productivity and reduce waste.
• Identify and implement new technologies or systems to support operational excellence, such as improved tracking software or lab management systems.
• Analyze operational data to identify bottlenecks and implement effective, data-driven solutions.

Compliance & Safety

• Ensure all departments operate in full compliance with company policies, industry standards, and relevant health and safety regulations.
• Coordinate internal and external audits for quality management systems.
• Foster a proactive safety-first culture throughout the operations team.

Minimum Requirements

Education

• High School Diploma or GED required.
• Bachelor's degree in business administration, Operations Management, Engineering, or a related field preferred. (5 + years of experience in an operations management role, preferably in a technical service, repair, or manufacturing environment, along with proven experience managing cross-functional technical teams and providing mentorship to departmental managers, may be considered in lieu of formal education).

Work Experience

• 5 years of experience in an operations management role, preferably in a technical service, repair, or manufacturing environment.
• Proven experience managing teams and providing mentorship to departmental managers.

Other

• Strong analytical, problem-solving, and decision-making skills.
• Experience with specific industry regulations and compliance standards.
• Certifications such as Certified Manager of Quality/Organizational Excellence or Project Management Professional (PMP).
• Proficiency with ERP, and/or other relevant operations management software.
• Excellent communication skills, both written and verbal, with the ability to report clearly to senior management and interface with technical teams.
• In-depth knowledge of quality management systems and continuous improvement methodologies (e.g., Lean, Six Sigma).

• Must have excellent customer service skills.
• Must have intermediate PC skills with MS Office and Outlook.
• Must be familiar with similar laboratory analysis equipment.
• Must have a valid driver's license and transportation to be able to periodically travel to and visit with current or future potential customers.

Physical

• Must be able to stand and sit for long periods of time to talk with (telephone and in person) customers.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modifications to this job requires Human Resources approval. Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Primary Function

The Operations Manager will provide strategic oversight and hands-on management of the company’s customer-facing service and repair functions, including the Warranty Department, CVA, SOS Lab, and Tech Services. This role is responsible for driving operational efficiency, ensuring cost-effective practices, and delivering high-quality service experiences. The Operations Manager will lead and mentor a team of departmental managers, fostering a culture of collaboration, accountability, and continuous improvement.

Essential Duties

Leadership & Strategy

• Lead, mentor, and evaluate the performance of direct reports.
• Develop and implement operational strategies that align with company goals, such as increasing customer satisfaction, maximizing warranty recovery, reducing LLI and optimizing resource allocation.
• Formulate and manage departmental budgets and forecasts to ensure cost-effective operations.
• Serve as a key liaison between the operations team and senior management, providing regular reports on key performance indicators (KPIs), operational health, and strategic initiatives. 

Warranty Management

• Oversee construction warranty claims section for Cat and OEM up to 700 claims per month, whereby the highest ratio of dollars received vs. repair dollars is realized, while adhering to guidelines and time constraints imposed by respective manufacturers.  Controls Goodwill administration and reviews monthly with sales and service management.
• Enhance the overall warranty claim process to improve customer service quality and satisfaction while managing costs effectively. 
• Manage and lead Construction Warranty/WIP Room manager activities related to service call administration, while maintaining standardized processes to open, adjust, and close, minimizing corporate financial exposure throughout the process.

CVA SOS & Lab Operations

• Support the CVA SOS Digital Ops manager
• Ensure all CVA contracts are enrolled timely, manage CVA renewals to 70%, ensure all contracts are entered in Fore Sight and maintain Fore Sight database.
• Monitor CVA and SOS KPIs

Operator Training

• Manage Certified Dealer Instructors and Operators to enhance the customer knowledge and proficiency of equipment.
• Perform machine demonstrations, deliveries, and revisits for customers.
• Provide machine operator training schedule to Sales Team.

Tech Services

• Manage all SIS/ET, Cat media, Dealer Performance Center, external technician training, and Software Enabled Attachment licensing and invoicing for dealer and customers.
• Manages costs for Total Maintenance and Repair quotes, Total Cost Bids.  Maintains profitability on each respective program.
• Oversees standard jobs development, and service repair options as required to enhance service and parts sales.
• Dealer Point of Contact for managing Field Follow programs with CAT and other manufacturers.
• Provide support and direction for Senior Tech Service analyst
• Manage Technical communicators to support and ensure customer satisfaction and proper problem documentation through CAT DSN

Continuous Improvement & Efficiency

• Continuously evaluate and refine operational systems, processes, and best practices to increase productivity and reduce waste.
• Identify and implement new technologies or systems to support operational excellence, such as improved tracking software or lab management systems.
• Analyze operational data to identify bottlenecks and implement effective, data-driven solutions. 

Compliance & Safety

• Ensure all departments operate in full compliance with company policies, industry standards, and relevant health and safety regulations.
• Coordinate internal and external audits for quality management systems.
• Foster a proactive safety-first culture throughout the operations team. 

Minimum Requirements

Education

• High School Diploma or GED required.
• Bachelor’s degree in business administration, Operations Management, Engineering, or a related field preferred. (5 + years of experience in an operations management role, preferably in a technical service, repair, or manufacturing environment, along with proven experience managing cross-functional technical teams and providing mentorship to departmental manag ers, may be considered in lieu of formal education).

Work Experience

• 5 years of experience in an operations management role, preferably in a technical service, repair, or manufacturing environment.
• Proven experience managing teams and providing mentorship to departmental managers.

Other

• Strong analytical, problem-solving, and decision-making skills.
• Experience with specific industry regulations and compliance standards.
• Certifications such as Certified Manager of Quality/Organizational Excellence or Project Management Professional (PMP). 
• Proficiency with ERP, and/or other relevant operations management software.
• Excellent communication skills, both written and verbal, with the ability to report clearly to senior management and interface with technical teams.
• In-depth knowledge of quality management systems and continuous improvement methodologies (e.g., Lean, Six Sigma). 

• Must have excellent customer service skills.
• Must have intermediate PC skills with MS Office and Outlook.
• Must be familiar with similar laboratory analysis equipment.
• Must have a valid driver’s license and transportation to be able to periodically travel to and visit with current or future potential customers.

Physical

• Must be able to stand and sit for long periods of time to talk with (telephone and in person) customers.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modifications to this job requires Human Resources approval.

Job Title:

Sales & Service Operations Manager

Department:

Service

Reports to:

General Manager

FLSA Status:

Exempt

Classification:

First/Mid Offs & Mgrs.

Work Hours:

7:00 am 5:00 pm, Monday through Friday, some weekends and evenings

Pay Scale:

$100,000 - $130,000 + incentive plan

Position Summary:

The Sales & Service Operations Manager is responsible for driving revenue growth and overseeing service operations for the company. This role combines strategic business development, client relationship management, and operational oversight to ensure high quality repairs, installations and maintenance services.

Manage the sales and service operations of the company. This includes overseeing the daily dispatching and efficiencies. Other duties include customer relations, reviewing all billing and interacting with other managers concerning their sales and service needs. Responsible for making sure that all Service Team Members are properly trained. The Sales & Service Operations Manager is expected to handle all aspects of the sales department and to ensure the companys monthly sales budget is achieved through proper planning and management of all incoming sales leads and other referral sources available within the company.

Required Qualifications:

• Three years related experience and/or training in customer service, management in a service industry, or equivalent combination of education and experience
• Knowledge of the industry is recommended but not required
• High School Diploma
• Valid drivers license
• Computer skills
• Ability to multi-task
• Organized
• Advanced customer service skills

Desired Qualifications:

• Three years related experience and/or training in sales, sales management, customer service, management in a service industry, or equivalent combination of education and experience
• Knowledge of the Low Voltage or Electrical industry

Essential Functions and Responsibilities:

Sales & Business Development

• Develop and execute a strategic sales plan to grow services with existing clients (Monitoring clients, Annual Inspection services, and other services)
• Identify, pursue, and close opportunities for new installations, upgrades, and service contracts.
• Build and maintain long-term client relationships to encourage repeat business and referrals.
• Develop and execute a strategic sales plan to target new commercial and institutional clients (e.g. property managers, facility directors, schools, hospitals, etc).
• Prepare and deliver professional sales presentations, proposals, and bids
• Responsible for determining and setting sales policies and pricing
• Responsible for the results in meeting goals/plans at agreed-upon margins and GPMD of the Service department
• Review all sales proposals daily, including lost, sold, and pending proposals.
• Securing work for the Service department/ installation department through marketing and referral generation programs.
• Tracking sales performance, including but not limited to total sales, closing ratios, average sales, and self-generated leads.
• Reviewing Daily Monitoring report and booking Service calls to address all alarms.
• Establishing goals for Annual Fire Inspection sales.
• Expand annual growth of RMR programs (Test & Inspections, Cloud-Based Subscriptions and Monitoring)

Service & Operations Management

• Oversee the scheduling, dispatching, and quality control of service technicians for commercial accounts.
• Daily review of all service work orders to review for accuracy and proper billing. Ensure all invoices are sent to clients.
• Monitor service performance metrics (response time, completion rate, client satisfaction) and implement improvements as needed
• Outbound calling to ensure that Service schedules are full with billable work.
• Manage Monitoring client alerts, Annual Inspection agreements and schedules, and warranty claims.
• Responsible for making sure that all Service Team Members are properly trained.
• Works closely with the other managers as necessary to coordinate effective use of labor.
• Make sure that the Service Technician detailed the invoice thoroughly and billed correctly so that the customer understands the service rendered and that the problem was taken care of.
• Set staffing (internal/external) training schedule
• Establishing best practices for service department in Service Titan.
• Performance reviews and increases
• Assist with collections.
• Other duties as assigned

Success Factors / Job Competencies:

• Ability to adhere to all company policies and procedures.
• Client Satisfaction Level
• Ability to observe and account for day-to-day operations.
• Ability to bring projects to successful completion within budget
• Strong company culture
• Ability to identify areas of improvement for safety.
• Ability to work well under pressure, meeting multiple and sometimes conflicting deadlines.
• Ability to demonstrate cooperative behavior with colleagues and supervisors.
• Ability to keep a well-organized and clean work environment.

Physical demands and work environment:

The physical demands and work environment characteristics described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

Physical Demands:

• While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; stoop, bend, lift, kneel; talk or hear.
• There will also be lifting of 75 pounds or more over your head for an extended period and potential exposure to hazardous materials.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

• While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal to moderate.
• The employee will be exposed to dark and confined spaces, extreme temperatures, extreme weather, and heights.

Performance Standards:

Certain key business indicators will measure the effectiveness of this job description. These include the following:

• Demonstrated ability to work independently and without direct supervision
• Growth of the Service Department
• Achieving the Budget revenue and gross profit goals for the Service Department
• Customer compliments or complaints.
• Timely resolution of customer disputes.
• Development and training of the Service Team.
• Expand annual growth of RMR programs (Test & Inspections, Cloud-Based Subscriptions and Monitoring)

Core Values:

Indicators that will measure the effectiveness of this job description. These include the following:

• Pride in our work
• Be Honest and Do what you say
• Hungry to succeed and thrive
• Serve team above self
• Positive attitude, no negativity
• Company dedicated and loyalty

Job Description

Job Description

TUDI Mechanical Systems, Inc.   ( – Voted a top workplace in the Pittsburgh, PA and Tampa, FL area and named one of the best contractors on the U.S. East Coast by Air Conditioning, Heating and Refrigeration News !  Founded in 1987, TUDI Mechanical Systems is a merit organization that has grown into a premier mechanical, plumbing and electrical maintenance contractor in both the Pittsburgh and Tampa Markets. Our philosophies and strategies have led us to consistent double digit growth for the past 15 years.

Job Summary:

The Operations Manager will drive success as an integral part of TUDI's Commercial Service team.   

Responsibilities:

• Manage department activities to achieve revenue goals and objectives while maintaining a strong customer focus
• Lead, motivate and optimize the service team to provide a superior customer experience
• Execute established business plans to meet and exceed revenue goals
• Consistently administer company policies/procedures while leveraging employee engagement and establishing a culture of accountability
• Work closely and effectively with all departments and Department Managers
• Maintain customer satisfaction by investigating concerns, implementing corrective action and following-up with customers and assigned staff
• Continually monitor performance and develop strategy for optimizing service fulfillment and overall customer experience
• Identify bottlenecks that are impeding the efficient and timely completion of customer service needs and collaborate with Process Improvement team to determine proper resolution 
• Manage strategic relationships with local trade schools to secure access to students and alumni
• Demonstrate and encourage open and collaborative communication among all members of the team
• Continually educate technicians regarding the importance of safety and best-practices in the field
• Monitor and maintain job satisfaction among personnel by performing constructive and thorough annual performance evaluations
• Participate in management team meetings to help develop corporate growth strategy and address operational challenges
• Work in conjunction with the Recruiting team to recruitment and onboarding of new technicians and office support staff
• Manage and assist in the ongoing training development program for field and office staff utilizing outside training vendors and Tudi University
• Perform annual budgeting, planning, forecasting and establish annual operating plans in coordination with senior leadership team
• Provide coordination and leadership / ownership of Tudi Safety committee and safety requirements
• Support Tudi Mechanical Systems in other actives and responsibilities as assigned or needed

Qualifications:

• 5+ years of HVAC industry experience
• Experience successfully leading a fast-paced service organization
• Bachelor’s degree or equivalent experience preferred
• Strong interpersonal communication skills
• Ability to analyze and forecast data to ensure alignment with company goals, objectives and revenue targets
• Demonstrated proficiency with tasking and time management
• Ability to self-start and motivate a team toward a common goal

Compensation & Benefits:

• Competitive Salary + Compensation plan including bonus
• 100% Company Paid Medical Coverage- Family Healthcare premiums paid in full
• Comprehensive benefits package including Dental, Vision, Life, Disability and more
• Onsite fitness facility
• 401k plan with employer match
• Profit Sharing Plan with employer contribution
• Career growth opportunities
• Paid Vacation Time
• Company phone and van provided as needed
• Various employee and family activities

Our approach is unique and our team is committed to making a difference. At Tudi, employee satisfaction is as important as customer satisfaction. Apply now to be part of a growing team and join the Tudi Family.

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