Operations Supervisor

Marick Mechanical is seeking a detail-oriented and driven Operations Supervisor in Des Moines, IA to support the daily operations of our service department. This role works directly with the Service Manager to ensure efficient scheduling, strong team performance, and consistent service delivery. Position Summary The Operations Supervisor supports the Service Manager in the daily operations of the service department. This role is responsible for overseeing service coordinators and inside sales representatives, ensuring adherence to department Standard Operating Procedures (SOPs), driving Key Performance Indicators (KPIs), and maintaining accurate and timely invoicing. Reporting Structure Reports directly to the Service Manager Provides day-to-day leadership and support to Service Coordinators and Inside Sales Representatives. Key Responsibilities Service Coordinator/Inside Sales Representative Oversight & Daily Operations Supervise and support service coordinators in daily scheduling and coordination of service calls Ensure efficient routing, technician utilization, and timely communication with customers Monitor workload distribution and adjust as needed to meet service demands Provide coaching and guidance to improve coordinator performance and consistency SOP Compliance & Process Management Enforce adherence to all Service Department Standard Operating Procedures Identify gaps in processes and elevate opportunities for improvement Assist in training new and existing team members on SOPs and best practices Ensure consistency in service delivery across all calls and customer interactions KPI Management & Performance Tracking Monitor and report on departmental KPIs (e.g., response time, first-time fix rate, call efficiency, billing turnaround) Work with the Service Manager to implement strategies to improve performance metrics Hold team members accountable to performance expectations Provide regular feedback and performance insights to the team Invoicing & Administrative Oversight Ensure all service calls are properly documented, coded, and invoiced in a timely manner Review invoices for accuracy, completeness, and alignment with work performed Coordinate with billing and accounting teams to resolve discrepancies Maintain organized and audit‑ready service records Communication & Coordination Act as a liaison between service coordinators, technicians, and management Support clear and consistent communication across all service operations Assist in handling escalated customer concerns when needed Collaborate with other departments to ensure seamless service delivery Identify opportunities to improve efficiency, reduce costs, and enhance customer satisfaction Support implementation of new processes, tools, or systems within the service department Contribute to building a high-performance, accountable team culture These responsibilities outline the primary duties and expectations of the Operations Supervisor role and may be adjusted as business needs evolve. Strong attention to detail and organizational skills Ability to manage multiple priorities in a fast-paced environment Leadership presence with a hands‑on, team‑oriented approach Commitment to operational excellence and continuous improvement Work Location and Expected Schedule This position is based in our Des Moines office: 138 Jefferson Ave. Des Moines, IA 50314 Schedule: Monday – Friday. 7:00 am – 6:00 pm availability. May be required to come in early or stay late to accommodate special opportunities. Equal Opportunity Employer Marick Mechanical is an equal opportunity employer. The company will not discriminate against any applicant or employee with respect to any terms or conditions of employment because of race, color, religion, creed, national origin or ancestry, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. #J-18808-Ljbffr Marick Mechanical