Service Operations Manager
New Day Executive Search
Service Operations Manager
We're looking for a hands-on leader to take ownership of a field service operation supporting customers across the Baltimore area. This is not a shop manager role overseeing technicians in a garage. This is for someone who knows how to lead field technicians, manage a mobile workforce, build strong customer relationships, and drive operational performance across a large geographic area. If you've managed field service teams, mobile mechanics, or territory-based technicians, you'll feel right at home here. Apply today!
Benefits
- Competitive base salary with performance-based incentives
- Comprehensive health, dental, and vision benefits
- Paid time off and holidays
- 401(k) and additional company-sponsored benefits
- Long-term career growth with a stable, industry-leading organization
- Opportunity to lead an established service operation with significant autonomy
- Supportive, team-oriented culture focused on customer service and operational excellence
Responsibilities
- Lead day-to-day operations of a field service department supporting customers across a large territory
- Recruit, train, coach, and develop a team of field service technicians
- Manage technician dispatching, scheduling, territory coverage, and utilization
- Own service department performance including productivity, efficiency, response times, and customer satisfaction
- Build strong customer relationships and resolve escalated service issues
- Be present in the field supporting technicians and meeting with customers regularly
- Partner with parts, operations, and sales teams to improve service delivery and customer uptime
- Manage departmental budgets, labor performance, and service profitability
- Drive continuous improvement initiatives that increase efficiency and reduce downtime
- Promote a strong safety culture and ensure OSHA compliance
Requirements
- Experience leading field service technicians, mobile mechanics, or territory-based service teams
- Background managing a mobile workforce across a large geographic territory
- Proven ability to balance technician utilization, customer responsiveness, and operational efficiency
- Strong customer-facing skills with experience handling escalated service situations
- Experience with dispatching, scheduling, work order management, and service operations
- Exposure to budgeting, cost control, revenue growth, or service department financial performance
- Strong leadership skills with the ability to coach, develop, and hold remote employees accountable
- Comfortable working alongside technical teams and supporting customers in the field
- Knowledge of OSHA regulations and workplace safety requirements
- A natural problem solver who takes ownership, drives results, and leads from the front rather than behind a desk
Vacancy posted 4 days ago
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