Service Operations Manager

Hospitality Hydration is seeking a highly organized, detail-oriented Service Operations Manager to support the continued growth of our national service operation. This position serves as the day-to-day coordination and communication hub among customers, independent installers and service providers, warehouse and refurbishment partners, suppliers, and internal team members. The Service Operations Manager manages service requests, work orders, installations, order processing, field-service scheduling, project documentation, and operational records within the company’s BOS. The successful candidate will be proactive, resourceful, customer-focused, and able to manage multiple priorities while maintaining accuracy, responsiveness, and a premium customer experience. Primary Responsibilities Service Coordination & Customer Communication Receive, document, and manage incoming service requests from customers and internal team members. Serve as a primary point of contact for service appointments, equipment issues, installations, and project updates. Create, issue, and manage service work orders in BOS for installations, preventive maintenance, repairs, sanitizations, and other service needs. Independently coordinate scheduling with customers and field technicians, establish day-to-day service priorities, monitor work in progress, and adjust schedules and resource assignments as needed within company guidelines. Maintain timely, professional communication throughout the service lifecycle and ensure consistent follow-up on open or incomplete requests. Exercise judgment in resolving routine customer and operational concerns within delegated authority, escalating material technical, financial, contractual, or customer matters when appropriate. Ensure technicians receive the required scope, site information, documentation, parts information, and customer details before each appointment. Prepare and distribute pre-installation checklists and confirm that site requirements are complete before scheduling. Coordinate installation dates with customers, independent installers, warehouse partners, and internal team members. Monitor upcoming installations and service projects to keep activities moving efficiently from order through completion. Collect and review completion documentation, including service reports, photographs, serial numbers, notes, and other required records. Update BOS promptly when installations and service activities are completed. Order Processing & Logistics Enter customer equipment orders into BOS and verify products, accessories, customer information, shipping requirements, and installation details for completeness and accuracy. Process and coordinate orders for shipment and installation. Coordinate with warehouse and logistics partners regarding shipment timing, requirements, and project needs. Assist with travel and logistics for major or out-of-market projects, including itineraries, lodging, transportation, and related arrangements when required. Review service and installation reports for completeness and accuracy before closing work orders. Ensure labor, travel, parts, expenses, service notes, and project documentation are accurately recorded in BOS. Receive installer invoices, verify them against completed work orders and approved rates, and identify discrepancies requiring correction. Enter labor, travel, installation, and other project costs into BOS and assist with job-cost tracking. Close completed work orders within established company timeframes. Field Service Network Support Research, evaluate, and recommend qualified independent installation and service partners in new geographic markets. Support onboarding and relationship management for installers and third-party service providers. Obtain quotations and independently evaluate provider capabilities, geographic coverage, cost, responsiveness, and service quality in support of selection and assignment decisions. Maintain current installer contact records, approved-provider information, and service-coverage data. Coordinate third-party service providers across multiple regions, evaluate performance, address routine service deficiencies, and recommend corrective action or changes in provider relationships when appropriate. BOS, Database & Asset Records Maintain accurate and current customer, service-location, equipment, asset, serial-number, installation, and service-history records in BOS. Perform data entry related to service activities, customer accounts, inventory, equipment, and operational records. Maintain complete digital documentation and generate operational reports as requested. Help identify and correct incomplete, inconsistent, or outdated records. Inventory & Refurbishment Coordination Monitor replacement parts, filters, consumables, accessories, technician stock, and other service inventory; coordinate replenishment needs with the appropriate team members. Assist with inventory counts, audits, and the maintenance of accurate inventory and asset records. Coordinate the receipt, cleaning, repair, sanitization, testing, quality inspection, and preparation of returned equipment for redeployment. Track refurbishment progress and maintain equipment history and refurbishment records. Help ensure refurbished equipment meets company quality standards before redeployment. Monitor designated departmental email inboxes and respond or route communications appropriately. Provide administrative and project-coordination support to the COO and operations team. Assist with special projects and business-related errands when required. Analyze service workflows and performance, identify operational deficiencies, and recommend and implement approved improvements to service procedures, documentation, and operating processes. Maintain the confidentiality of company, customer, installer, supplier, and business information. Qualifications Required Minimum of two years of experience in service coordination, operations, customer service, project coordination, administration, or a related role. Exceptional organizational, prioritization, and time-management skills. Excellent written and verbal communication skills and a professional, customer-focused approach. High attention to detail, accuracy, and follow-through. Ability to manage multiple priorities independently in a growing, fast-paced environment. Strong problem-solving and decision-making skills, sound judgment, and a high level of accountability. Proficiency with Microsoft Office, including Outlook, Word, and Excel, and comfort learning cloud-based business systems. Preferred Experience using CRM, ERP, field-service management, or similar operational software. Experience coordinating field-service technicians, installers, subcontractors, or multi-location service activities. Experience with logistics, shipping, inventory, warehouse coordination, invoice processing, or job costing. Experience in hospitality, commercial equipment, water treatment, beverage systems, plumbing, HVAC, construction, facilities management, appliance service, or a related technical industry. Desired Characteristics Highly organized, dependable, and self-motivated. Resourceful, proactive, adaptable, and solution-oriented. Professional and confident communicator. Calm under pressure and able to prioritize effectively. Collaborative team member who can also work independently. Strong sense of ownership and commitment to exceptional customer service. Interested in improving systems and helping build a scalable national service operation. What Success Looks Like Service requests are acknowledged promptly, scheduled efficiently, and followed through to completion. Orders, work orders, costs, invoices, installation records, and asset data are accurate and current in BOS. Customers receive timely, professional communication and a consistently premium service experience. Installers have complete information and are coordinated effectively across multiple territories. Installations, preventive maintenance visits, and repairs are completed on time with complete documentation. Open items, incomplete work orders, and exceptions are actively managed rather than allowed to stall. Inventory and refurbishment records are accurate, and equipment is prepared for redeployment efficiently. The role independently manages routine daily service operations, makes decisions within delegated authority, and escalates material or unusual matters appropriately. Response times, documentation quality, operational visibility, and customer satisfaction continue to improve as the company grows. Key Performance Indicators Response time to service requests and customer communications. On-time scheduling and completion of installations, maintenance visits, and repairs. Work-order completeness, accuracy, and timely closure. Order-entry, BOS-record, and service-administration accuracy. Customer satisfaction and effective resolution of service concerns. Installer responsiveness, documentation quality, and service performance. Invoice verification and project-cost accuracy. Inventory accuracy and equipment-refurbishment turnaround time. Working Conditions Full-time position. Primarily remote, with periodic visits to warehouse, refurbishment, customer, or project locations as needed. Occasional travel may be required. Standard business hours with reasonable flexibility during peak operational periods or time-sensitive service situations. #J-18808-Ljbffr Hospitality Hydration