Service Operations Manager

Job Description

Job Description

Solid Machines is an established fitness equipment service and sales company supporting commercial gyms and residential customers throughout Northern California.

We are looking for an experienced, hands-on  Service Operations Manager to oversee daily operations at our Sacramento location.

This role combines service coordination, employee supervision, customer communication, purchasing, inventory, showroom operations, and day-to-day problem solving. We are a small service company, so the ideal candidate is comfortable making decisions, holding employees accountable, handling difficult conversations, and keeping operations moving when priorities change or problems arise.

This is not a purely administrative role. We are looking for someone with real management experience who can take ownership of daily operations and become increasingly self-sufficient over time.

Responsibilities

• Oversee technician schedules, priorities, and workflow, and coordinate adjustments when needed
• Maintain visibility into technician performance, assigned work, open issues, and compliance with operational expectations
• Give clear direction and hold employees accountable for expectations
• Address attendance, communication, workflow, and performance issues promptly
• Handle customer communication, complaints, service issues, and escalations
• Manage service tickets, estimates, work orders, invoices, and payment follow-up
• Research, order, track, receive, and organize parts
• Coordinate vendors, purchasing, and return visits
• Manage inventory, incoming merchandise, and showroom activity
• Assist walk-in customers, equipment pickups, and sales
• Maintain accurate customer, service, and operational records
• Oversee routine office operations, supplies, mail, organization, and upkeep
• Identify inefficient processes and recommend or implement improvements
• Assist with recruiting, onboarding, training, and employee development
• Maintain relationships with key commercial customers
• Support sales and business development opportunities when daily operations are under control

Qualifications

• Prior management experience with direct responsibility for employees
• Experience giving direction, resolving conflicts, and holding employees accountable
• Strong attendance, reliability, and follow-through
• Ability to stay organized and composed when multiple priorities compete at once
• Strong judgment and ability to make day-to-day decisions without constant supervision
• Confidence handling difficult customer and employee conversations
• Strong customer-service and professional communication skills
• Experience coordinating employees, technicians, service teams, or field operations
• Strong organization and ability to manage changing priorities
• Experience managing projects from planning through completion
• Good computer skills and ability to learn new systems quickly
• Comfortable working in a hands-on small-business environment
• Willingness to identify problems rather than work around them indefinitely

Experience with service operations, dispatch, parts purchasing, inventory, invoicing, CRM/service software, retail operations, facilities, or equipment-related businesses is preferred.

Fitness industry experience is helpful but not required.

Position Growth

This role is designed to grow into greater operational ownership over time.

As the manager learns our systems, customers, employees, and workflows, we expect them to take increasing responsibility for daily operations, team accountability, customer issues, process improvement, key relationships, and business growth.

We are looking for someone who can keep daily operations organized and reliable, make sound decisions under pressure, and eventually manage the day-to-day operation with minimal oversight.

\nCompany Description

Solid Machines is a Northern California fitness equipment service and sales company based in Sacramento. We provide repair, maintenance, upholstery, equipment sales, and related facility support for commercial gyms and residential customers. We are a small, practical team focused on reliable service, strong customer relationships, and efficient day-to-day operations.

Company Description

Solid Machines is a Northern California fitness equipment service and sales company based in Sacramento. We provide repair, maintenance, upholstery, equipment sales, and related facility support for commercial gyms and residential customers. We are a small, practical team focused on reliable service, strong customer relationships, and efficient day-to-day operations.