Service Operations Manager

Job Description

Job Description

Build Your Career with Energy Management Corporation

For over 46 years, Energy Management Corporation (EMC) has been a trusted partner to industrial customers throughout the Salt Lake City area. EMC provides expert solutions for electric motors, variable frequency drives (VFDs), industrial automation, and motion control systems-helping customers keep their critical operations running safely and efficiently.

Why EMC?

At EMC, you're more than a Operations Manager-you're a trusted advisor to our customers and a valued member of our team. Our success is built on three core values:

• Care for Each Other & Win as a Team
• Mindset of Growth & Continuous Improvement
• Embrace and Live the Law of the Harvest

Position Summary

The Operations Manager serves as the Branch Manager's operating partner and is responsible for the day-to-day execution that drives the Utah branch's results. While the Branch Manager owns branch revenue, growth, customers, and overall performance, the Operations Manager owns how the branch executes - overseeing shop operations, planning, scheduling, job flow, staffing, quality, and on-time delivery.

This is a hands-on leadership role responsible for keeping work moving efficiently from intake through completion and delivery. The Operations Manager works closely with shop technicians and supervisors while coordinating with Field Service, Purchasing, Inside Sales, Engineering, Accounting, and HR to ensure resources, materials, information, and priorities are aligned.

The Operations Manager also plays an important role in supporting branch growth by building the capacity, responsiveness, quality, and reliable follow-through needed to convert customer opportunities into completed, profitable work.

Key Responsibilities

Branch Operations Leadership

• Own the branch's operating system, including the planning, routines, and execution that convert customer commitments into completed, on-time, profitable work.
• Oversee hands-on shop performance, including repair throughput, quality, turnaround time, and on-time delivery.
• Establish daily and weekly operating priorities based on workload, capacity, customer commitments, and business objectives.
• Direct daily operations and ensure work moves efficiently from intake through completion and delivery.
• Identify and resolve bottlenecks while aligning shop resources and priorities with the Branch Manager, supervisors, and centralized functions.
• Establish daily operating routines to review safety, workload, job status, staffing, quality concerns, constraints, and customer priorities.
• Monitor operating performance against established goals and take corrective action when targets are not being met.
• Serve as the Branch Manager's operating partner and step in on operating decisions when the Branch Manager is unavailable.

Team Leadership & Development

• Supervise and support shop supervisors, shop technicians, and operational support staff.
• Assign work, manage labor allocation, and ensure appropriate staffing for scheduled workload.
• Coach, develop, and hold team members accountable to performance, safety, and quality standards.
• Coordinate with central HR on staffing, onboarding, performance management, and employee relations.
• Build a stable, capable, and accountable operations team that consistently meets the needs of the business.

Planning & Scheduling

• Oversee repair planning and scheduling within the ERP system to maximize capacity and meet customer commitments.
• Ensure jobs are accurately entered, scheduled, and updated throughout the repair process.
• Adjust schedules, labor, and resources as priorities and emergency work change.
• Line up shop personnel, resources, and priorities to support production and delivery in coordination with the Branch Manager.

Quality & Continuous Improvement

• Ensure repairs meet quality, reliability, and applicable company and industry specifications.
• Identify and lead continuous-improvement initiatives that improve efficiency, quality, productivity, and cost.
• Standardize shop processes and support consistent execution across the team.
• Promote a culture of accountability, teamwork, quality, safety, and continuous improvement.

Operating & Financial Performance

• Own the operating drivers of financial performance, including execution margin, labor utilization, productivity, and work-in-process.
• Take corrective action when operating or financial targets are not being met.
• Control operational spending, shop supplies, and purchasing costs within budget.
• Manage shop backlog and job flow to protect throughput and delivery.
• Provide accurate and timely operating data to the Branch Manager and central accounting to support forecasting and budgeting.
• Approve operational expenditures and purchase requisitions within assigned limits.
• Approve overtime and labor allocation as needed to meet customer commitments.

Branch Growth & Customer Development

• Build and maintain the operating conditions needed for branch growth, including capacity, responsiveness, quality, and reliable follow-through.
• Ensure opportunities identified at the branch are captured and routed to the appropriate centralized team, including Inside Sales, Engineering, or Field Service.
• Ensure demand generated by the branch is properly followed through and converted into booked work.
• Provide the capacity and technical support needed to fulfill regional field work coordinated by central Field Service.
• Establish the expectation that shop and branch personnel identify customer needs during normal interactions and route those opportunities through the appropriate channels.

Equipment & Facility Management

• Ensure shop equipment, tooling, lifting equipment, and facility infrastructure are available and maintained to support production requirements.
• Establish and monitor preventive-maintenance practices for critical shop equipment.
• Identify equipment reliability issues and take corrective action to minimize operational downtime.
• Identify facility and equipment capacity constraints and recommend improvements or capital expenditures to Branch Management.
• Ensure tools, equipment, and work areas are maintained in a safe, clean, and organized condition.

Authority & Decision-Making

The Operations Manager is authorized to:

• Direct and prioritize shop scheduling and job flow through the ERP system.
• Establish daily and weekly operating priorities based on workload, capacity, customer commitments, and business objectives.
• Provide operational input and approval regarding customer delivery commitments and expedited work.
• Supervise, assign, and hold accountable shop supervisors, technicians, and operational support staff.
• Oversee and approve shop-work quoting and coordinate with the central team for other quoting needs.
• Approve purchase requisitions and operational expenditures within assigned limits.
• Approve overtime and labor allocation to meet customer commitments.
• Escalate and resolve operational delays impacting customer delivery.
• Enforce safety, quality, and HR compliance requirements within the facility.
• Coordinate with Field Service, Purchasing, Inside Sales, Engineering, Accounting, and HR to execute branch priorities.
• Act on the Branch Manager's behalf on operating matters when needed.

Qualifications

Education & Experience

• Bachelor's degree in Operations, Business, Engineering, or a related field, or equivalent combination of education and experience.
• 5+ years of operations, branch, or business-management experience in an industrial or technical products and services environment. Including 2+ years of supervisory or management experience.
• Experience in industrial products and services such as equipment sales, field service, motor and rotating-equipment repair, drives/VFDs, or related offerings preferred.
• Repair-shop experience is helpful but not required.
• Proficiency with ERP systems and shop scheduling.

Skills & Competencies

• Proven leadership and team-management ability.
• Strong planning, scheduling, and prioritization skills.
• Strong operating and financial acumen, including job costing, labor utilization, productivity, execution margin, and cost control.
• Excellent communication and cross-functional coordination skills.
• Strong problem-solving and decision-making abilities, particularly in a fast-paced operating environment.
• Commercial mindset with the ability to recognize and route customer opportunities.
• Ability to coordinate competing priorities across centralized functions.
• Ability to step in for the Branch Manager on operating matters.
• Strong accountability and execution mindset.
• Commitment to safety and quality.
• Continuous-improvement mindset.

What Success Looks Like

The Operations Manager is expected to:

• Own the operating system that delivers the branch's results and keep it running whether or not the Branch Manager is present.
• Step in on operating decisions and coordinate branch priorities when the Branch Manager is unavailable.
• Think and act commercially by protecting responsiveness and quality while ensuring customer opportunities are captured and properly routed.
• Lead by example and establish a culture of safety, accountability, teamwork, quality, and continuous improvement.
• Make timely decisions based on customer needs, operating data, business priorities, and available resources.
• Hold supervisors and employees accountable to established performance expectations.
• Communicate issues early and provide clear action plans to resolve operating problems.
• Develop a stable, capable, and accountable operations team that consistently meets the needs of the business.