Service Operations Manager

Job Description

Service Operations Manager

Company: UptimeHealth / UptimeServices

Location: Remote

Department: Service Operations

Reports To: SVP of Operations

Position Overview

UptimeHealth is seeking an experienced, hands-on Service Operations Manager to oversee daily service operations, dispatch performance, technician support, strategic partnerships, and service revenue growth within UptimeServices.

The ideal candidate has a strong background in medical and dental equipment repair, field service management, technician dispatch, and team leadership. This individual will serve as a technical and operational resource, supporting internal teams, external partner technicians, and customers while driving operational efficiency and exceptional service delivery.

This role combines operational leadership with partnership development, service agreement management, project execution, and direct support of daily service activities. The Service Operations Manager must be comfortable balancing strategic initiatives with hands-on responsibilities, including assisting dispatch during high-volume periods or staffing shortages.

Key Responsibilities1. Service Operations & Team Leadership

• Oversee daily Service Operations and Dispatch activities, ensuring efficient workflows, timely service delivery, and accountability.
• Lead, coach, and support team members to achieve individual and departmental goals.
• Monitor workloads, technician availability, service requests, and resource allocation to maintain operational efficiency.
• Identify operational challenges, remove roadblocks, and implement solutions to improve productivity and service quality.
• Develop and enforce standard operating procedures (SOPs), service expectations, and operational best practices.
• Conduct regular team check-ins, provide performance feedback, and support employee development.
• Monitor team performance against established KPIs and company objectives.

2. Dispatch Operations & Escalation Support

• Provide oversight and operational support to the Dispatch team, ensuring service requests are properly assigned, scheduled, tracked, and completed.
• Serve as an escalation point for scheduling challenges, technician availability, service delays, and complex service requests.
• Provide direct, hands-on dispatch assistance during staffing shortages, high call volumes, or unexpected increases in service demand.
• Support technician sourcing, scheduling, coverage management, and coordination with external service providers.
• Assist with resolving service delivery issues, incomplete work orders, and technician-related concerns.
• Identify opportunities to improve dispatch efficiency, communication, response times, and service coverage.
• Ensure accurate service documentation, ticket management, and communication throughout the service lifecycle.

3. Technician Support & Technical Expertise

• Serve as a technical resource for dispatch personnel and partner technicians performing medical and dental equipment repairs, installations, and preventative maintenance.
• Provide troubleshooting guidance and technical assistance to field technicians to support equipment diagnostics and repair solutions.
• Build and maintain strong relationships with partner technicians, service vendors, and technical resources.
• Support technician onboarding, service expectations, training, and adherence to company standards.
• Assist with resolving technician escalations, technical challenges, service quality concerns, and return visits.
• Leverage hands-on technical knowledge to improve repair outcomes, technician efficiency, and first-time resolution rates.
• Identify technician coverage gaps and support expansion of the service network.

4. Strategic Partnerships & Service Revenue Development

• Create, implement, and manage service agreements and strategic partnerships that generate and expand service revenue.
• Lead operational implementation and ongoing support of new partnerships, including:
• White-Label Partnerships: UptimeServices operates as the service delivery arm for partner organizations.
• Revenue-Sharing Agreements: Partnerships involving agreed-upon revenue allocation and service responsibilities.
• Referral Partnerships: Organizations referring medical and dental equipment service opportunities to UptimeServices.
• Collaborate with Sales, executive leadership, and internal departments to evaluate opportunities, establish service requirements, and support partnership agreements.
• Participate in partner meetings to understand service needs, define expectations, and develop scalable service solutions.
• Coordinate partnership onboarding, technician coverage, dispatch workflows, communication processes, and service execution.
• Maintain relationships with existing partners and identify opportunities to expand service offerings and recurring revenue.
• Monitor partnership performance, service quality, revenue opportunities, and contractual commitments.

5. Master Service Agreements, SLAs & Project Execution

• Meet with medical and dental organizations to evaluate service needs, project requirements, and operational expectations.
• Develop, coordinate, and execute Master Service Agreements (MSAs), Service Level Agreements (SLAs), and project-specific service contracts.
• Plan and manage service programs and projects, including:
• Annual preventative maintenance agreements and recurring maintenance programs.
• Medical and dental equipment installation projects.
• Multi-location service agreements and coordinated equipment service initiatives.
• Equipment inspections, repairs, and contracted service programs.
• Coordinate project planning, technician resources, scheduling, service requirements, and execution timelines.
• Collaborate with internal teams to support accurate service pricing, operational readiness, and project profitability.
• Ensure contractual deliverables, service commitments, timelines, and performance expectations are met.
• Monitor project progress, resolve operational challenges, and ensure successful completion.
• Identify opportunities to establish long-term service relationships and recurring maintenance revenue.

6. Customer Experience & Escalation Management

• Serve as a primary escalation resource for customer complaints, unresolved service issues, and service delivery concerns.
• Work directly with customers, partner organizations, dispatch personnel, and technicians to investigate and resolve escalated matters.
• Address service disputes, incomplete repairs, technician performance issues, and communication breakdowns.
• Ensure timely, professional resolutions that protect customer relationships and maintain service quality.
• Identify root causes of recurring complaints and implement corrective actions to prevent future issues.
• Balance customer satisfaction with contractual obligations, operational requirements, and financial considerations.
• Maintain proactive communication with customers and partners regarding service expectations, progress, and resolutions.

7. Process Improvement & Cross-Functional Collaboration

• Evaluate service operations processes and identify opportunities for automation, standardization, and improved efficiency.
• Develop scalable workflows supporting business growth, new partnerships, and expanding service coverage.
• Collaborate with Sales, Customer Success, Finance, and other departments to align service commitments with operational execution.
• Support implementation of service management systems, dispatch tools, CRM platforms, and reporting processes.
• Ensure accurate service documentation, ticket tracking, and operational reporting.
• Participate in strategic planning and recommend improvements that enhance service quality, profitability, and operational performance.

8. Performance Management & Reporting

• Track and report on service operations KPIs, including:
• Service revenue and partnership performance.
• Dispatch response times and service completion rates.
• Technician performance, utilization, and service quality.
• Customer satisfaction and escalation resolution.
• Service coverage and resource allocation.
• Preventative maintenance and project completion.
• Provide regular performance updates, operational insights, and recommendations to the SVP of Operations.
• Identify trends, risks, and opportunities impacting service delivery, customer satisfaction, or financial performance.
• Support departmental goal setting, accountability, and continuous improvement initiatives.

Qualifications & ExperiencePreferred Qualifications

• 5+ years of hands-on experience as a medical and/or dental equipment repair technician , including equipment diagnostics, repairs, installations, and preventative maintenance.
• Previous leadership, supervisory, or team management experience within a technical service, field service, or repair organization.
• Strong understanding of dispatch operations, technician scheduling, service coordination, and field service workflows.
• Experience managing or supporting medical and dental equipment service operations.
• Experience working with third-party technicians, service vendors, subcontractors, or nationwide service networks.
• Familiarity with service agreements, preventative maintenance contracts, MSAs, and SLAs.
• Experience implementing strategic partnerships, managing customer accounts, or supporting revenue-generating service programs.
• Ability to manage multiple projects, service escalations, and competing operational priorities.
• Strong technical troubleshooting, problem-solving, and decision-making abilities.
• Excellent communication and relationship-building skills with technicians, customers, partners, and executive leadership.
• Proficiency with service management platforms, CRM systems, dispatch software, and operational reporting tools.