Service Operations Manager - OCS, Espresso & Vending- - Redmond, WA

Salary:  $85000 - $95000/year

Pay Grade: 13  

Other Forms of Compensation:

As the leader in business and industry dining, Eurest is the company to join if you want a rewarding career packed with limitless opportunities. We feed the employees of the nation's largest and most-prestigious companies -- in every state and across all industries. As a member of Eurest's leadership and professional support team, you will help our 16,000 chefs, and in-unit associates excel as they deliver world-class meals in corporate cafes and executive dining rooms with on-site catering through vending innovations and more.

Our company is innovative, high performing and fast growing. Our teammates are enthusiastic, committed to quality and thrive on consistently delivering unparalleled results. And did we mention we work with exciting companies and at interesting locations? Come grow your career with Eurest.

Job Summary

The Service Operations Manager supervises and coordinates the activities of employees engaged in dispatch, setup, installation, repair, and maintenance of Office Coffee Service (OCS), espresso, and vending equipment. This role is responsible for overseeing daily service operations, route management, equipment installations, preventive maintenance programs, and customer support functions while ensuring operational excellence and exceptional customer service. The position also maintains responsibility for facilities, vehicles, and grounds while leading a team of service professionals in a fast-paced environment.

Supervisory Responsibilities:

Directly supervises employees in the Maintenance and Installation Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Essential Functions and Responsibilities: 

• Oversee the daily operations for the Service Department and OCS as a whole. This includes but is not limited to the Service desk, OCS Routes, and Service Technicians.
• Supervise, motivate and train service desk team. Set up communication process including weekly team meetings, communication log, etc.
• Monitor open service requests, preventive maintenance schedules, equipment installations, outstanding repairs, and escalated issues to ensure timely completion and accurate documentation.
• Communicate requirements to staff for completion of service requests.
• Assist SCSM and Beverage project Manager in coordinating with clients and international partners for scheduling install, pull, remodel, and other work as necessary.
• Support the Microsoft Mission and Compass objectives of customer service, operational excellence, teamwork, process improvement, leading by example and exceptional character
• Identify continuous improvement processes, procedures, and make suggestions for innovations, efficiencies and technology upgrades to SCSM
• Monitor self-evaluations and surveys for customer satisfaction
• Participate in and provide technical expertise and direction to the Service Desk team, including Service Technicians and Delivery staff.
• Assist SCSM in Developing, measuring Service Desk metrics and SLA’s (as needed)
• Identify critical issues and/or handle escalations from Senior Management or client and resolve issues to Client & Management satisfaction.
• Participate in conference calls with the clients where required to address critical issues, if any
• Act as an escalation point for problem and issue resolution. Coordinate timely resolution and communicate updates to leadership and affected stakeholders. 
• Assist with the development, measurement, and reporting of Service Desk metrics, key performance indicators, and service-level agreements.
• Review service data, customer feedback, surveys, and operational trends to identify recurring issues and opportunities for improvement.
• Assist SCSM with Team building, mentoring, and technical development of staff. 
• Serve as contact between customers, vendors & field site staff for day-to-day event operations
• Performs and assists with other duties as assigned

Qualifications:

• Bachelor's degree from an accredited college or university; OR
• Successful graduation from a technical school with one to two years of related experience and/or training; OR
• Equivalent combination of education and experience.
• Preferred experience in a Service Desk, dispatch, or field service environment.
• Minimum 2 years of supervisory experience in the OCS, espresso, vending, beverage equipment, or related service industry, leading teams of 10 or more employees.
• Valid Non-CDL Class C driver's license (unless otherwise required by state regulations) with a satisfactory driving record.
• Minimum 3 years of driving experience.
• Strong proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Experience supporting services in a remote access or field service environment.
• Strong customer service, interpersonal, and relationship-building skills.
• Excellent verbal and written communication skills.
• Ability to effectively communicate technical information to non-technical audiences.
• Strong analytical, organizational, and problem-solving skills.
• High attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Process-oriented mindset with flexibility to adapt to changing business needs.

Preferred Qualifications

• Route management experience.
• Experience managing service metrics, SLAs, and performance reporting.
• Experience with equipment installation, preventive maintenance, and field service operations.
• Prior experience in Office Coffee Service (OCS), espresso equipment, vending operations, or beverage services.

Apply to Eurest today!

Eurest is a member of Compass Group USA

Associates at Eurest are offered many fantastic benefits.

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information. 

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. 

Eurest maintains a drug-free workplace.

Applications are accepted on an ongoing basis.