Operations Manager

Operations Manager

The Operations Manager is responsible for managing field service and shop technicians while overseeing the planning, coordination, and successful delivery of in-house, onsite, and offsite service projects for internal and external customers. This position is responsible for ensuring projects are completed safely, on time, and within budget. The Operations Manager also oversees the operational needs of the service center, including equipment, tools, vehicles, resources, staffing, and other assets required to support field and shop operations. The position is additionally responsible for supporting the financial performance of the service center, improving operational efficiency, maintaining customer satisfaction, and promoting a culture of safety, accountability, and continuous improvement.

Field Service & Technical Operations

• Manage, coordinate, and oversee field service and shop technicians.
• Work with sales and management teams to identify service opportunities, prepare estimates, and coordinate order intake.
• Optimize technician schedules and dispatch personnel to job sites based on skills, location, availability, and project requirements.
• Provide technical support to customers and field service personnel, including troubleshooting and repair assistance.
• Monitor service performance and analyze operational metrics to identify improvement opportunities and implement corrective actions.
• Develop and implement efficient workflows, procedures, guidelines, and processes to improve service delivery.
• Conduct periodic site visits to evaluate performance and ensure work is completed in accordance with company safety, quality, and operational standards.
• Ensure proper utilization and maintenance of service vehicles, tools, equipment, and other operational resources.
• Coordinate with production, sales, human resources, and other operational teams to ensure smooth execution of projects and achievement of business objectives.

Team Leadership & Employee Management

• Coach, train, mentor, and motivate field service technicians.
• Manage technician hiring, onboarding, training, performance, and retention.
• Establish clear expectations and hold team members accountable for safety, quality, productivity, and customer service.
• Address employee concerns and resolve workplace issues in a professional and timely manner.
• Promote a positive, collaborative, and safety-focused work environment.

Customer Service & Business Development

• Respond to customer inquiries and resolve service-related issues.
• Maintain strong customer relationships and ensure high levels of customer satisfaction.
• Support sales and management teams with customer visits, service proposals, estimates, and presentations.
• Review customer bids, RFQs, specifications, drawings, and related documentation.
• Support business development activities, marketing initiatives, and industry events as assigned.
• Develop practical and cost-effective solutions to meet unique customer requirements.

Administrative & Financial Responsibilities

• Ensure assigned projects are completed on time and within budget.
• Support the development, communication, and follow-up of estimates and proposals.
• Monitor service center performance and identify opportunities to improve profitability and operational efficiency.
• Maintain accurate service, project, scheduling, and operational records.
• Manage company-issued credit cards and related business expenses in accordance with company policies.
• Arrange travel and transportation for customer and project site visits as required.
• Travel domestically and internationally, including occasional weekends and holidays, based on business needs. This position requires approximately 60% annual travel.

Qualifications

Education & Training

• High school diploma or equivalent required.
• Technical, vocational, management, field service, or related training preferred.
• Training in electrical safety and industrial safety, including OSHA and NFPA standards, is required or must be obtained after hire.

Experience

• Minimum of 5 years of experience in electrical power utilities, power plants, industrial services, specialty gases, or a closely related industry.
• Previous field service leadership, operations management, project management, or technical service management experience preferred.
• Experience managing technicians, service operations, projects, or customer-facing technical teams.
• Experience working independently with minimal supervision and managing multiple priorities.

Technical & Professional Skills

• Ability to interpret customer bids, RFQs, terms and conditions, specifications, drawings, and technical documentation.
• Working knowledge of electrical and electro-mechanical systems and troubleshooting.
• Strong understanding of field service operations, scheduling, dispatching, and project coordination.
• Strong negotiation, conflict resolution, problem-solving, and decision-making skills.
• Strong written and verbal communication and presentation skills.
• Excellent customer service and relationship-management abilities.
• Ability to develop practical solutions for unique technical and operational challenges.
• Proficiency with Microsoft Office, Outlook, CRM systems, QuickBooks, mobile applications, and other business software.
• Strong organizational skills with the ability to manage multiple projects and changing priorities.
• Valid driver's license and ability to travel to customer and project locations.

Working Conditions

• Work may be performed in electrical utility, power plant, manufacturing, industrial, field service, and office environments.
• Position requires working in outdoor environments and exposure to varying weather conditions, including extreme temperatures and precipitation.
• Work may involve exposure to industrial hazards, high noise levels, electrical equipment, gases, chemicals, and other potentially hazardous materials.
• Personal protective equipment (PPE) and other environmental, health, and safety (EHS) equipment may be required.
• The position requires strict adherence to safety, environmental, quality, and operational procedures.
• Travel may include domestic and international locations, weekends, and holidays as business needs require.
• Employment may be subject to background checks and random drug and alcohol testing for access to certain nuclear, government, industrial, or high-security customer facilities.