Service Operations Manager

Job Title: Service Operations Manager Job Description

We are seeking a dynamic Service Operations Manager to lead our hardware repair and preventative maintenance operations in a medical device company. This role is focused on operations leadership, emphasizing the development of systems and processes to ensure efficient service delivery. The manager will work closely with the Service Leadership Team to align operations with company goals and customer expectations.

Responsibilities

• Oversee and lead end-to-end service operations, ensuring KPIs such as repair turn times, throughput, SLA performance, first-time-fix rates, and costs per repair are met or exceeded.

• Manage resource utilization day-to-day while leading longer-term capacity planning and staffing decisions.

• Manage the escalation of operational customer issues.

• Manage the team's annual expense budget, focusing on labor utilization, parts spend, cost per repair, and service margins.

• Oversee service parts inventory to minimize repair delays.

• Oversee service invoicing, ensuring accuracy, timeliness, and alignment with contract terms and repair records.

• Drive continuous improvement through documentation, SOPs, work instructions, and operational protocols.

• Lead process improvement initiatives using Lean or equivalent methodologies to reduce cycle times, eliminate waste, and improve throughput.

• Partner with Product Management and Hardware Engineering to ensure operational readiness ahead of new product releases.

• Collaborate with the Technical Lead to identify skill gaps and develop training plans.

• Ensure all service activities meet applicable regulatory and quality standards (ISO, FDA, EU MDR).

• Perform other duties as assigned.

Essential Skills

• Comprehensive knowledge of service operations management, including workflow design, capacity planning, and performance management systems.

• Thorough knowledge of service unit economics, including cost per repair, labor utilization, parts spend, and margin management.

• Thorough knowledge of service management platforms, CRM systems, and reporting tools.

• Thorough knowledge of Lean, continuous improvement, or operational excellence methodologies (e.g., Lean, Six Sigma).

• Working knowledge of regulatory and quality standards applicable to service operations within a regulated industry (e.g., ISO, FDA, MDR).

• Ability to lead a highly technical team without being the technical expert; earns credibility through strong operational leadership and sound decision-making.

• Ability to manage workforce planning and staffing decisions, including scheduling, utilization management, and headcount modeling.

• Strong written and verbal communication skills with the ability to effectively engage technical, operational, and executive audiences.

Additional Skills & Qualifications

• Bachelor's degree in Business, Operations Management, Industrial Engineering, Supply Chain, or a related field (equivalent experience considered).

• 5+ years of experience in service operations, field service management, or operations leadership, preferably in a technical, regulated, or capital equipment environment.

• 2+ years of supervisory or management experience with direct reports.

• Experience in medical devices, healthcare technology, or another regulated industry preferred but not required.

Why Work Here?

Enjoy a long-term job opportunity with full benefits and the potential for career growth. Your work will have a direct impact on patient care within an established company that values growth without the bureaucracy of a large corporation. Take the chance to make a meaningful operational impact.

Work Environment

This role involves working with medical device equipment, which may require physical activities such as reaching, bending, stooping, and occasional lifting up to 50 pounds. Extensive computer use is required, and domestic and international travel may be necessary. Work outside normal business hours might be needed to support business operations.

Job Type & Location

This is a Permanent position based out of Kennewick, WA.

Pay and Benefits

The pay range for this position is $120000.00 - $140000.00/yr.

Dental, medical, vision, 401k, PTO

Workplace Type

This is a fully onsite position in Kennewick,WA.

Application Deadline

This position is anticipated to close on Jul 31, 2026.

About Aerotek

Aerotek® Inc. provides staffing and services solutions in manufacturing, logistics, construction, aviation, facilities and maintenance. We provide the expertise, solutions and people required to rise to the challenges of North American industry. Headquartered in Hanover, Md., Aerotek operates a unified network of over 200 offices across North America, supporting more than 18,000 clients each year. Aerotek is an Allegis Group company, the global leader in workforce and business solutions. To learn more, visit: Aerotek.com | 1-888-AEROTEK.

Aerotek offers weekly pay, employee benefits including medical, dental & vision, life insurance, health advocacy and employee assistance programs, a 401(k) plan, and employee discounts.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance:

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI):

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.