Service Operations Manager

Job Description

Job Description

Join LaundryLux

Laundrylux is the North American supplier of Electrolux Professional & Wascomat equipment for Laundromats, Coin Laundries & On-Premises Laundries. From financing to repairs, Laundrylux provides a comprehensive set of services to help with all elements of commercial laundry.

Service Operations Manager What we are looking for:

As the Service Operations Manager, you will lead LaundryLux’s field service operations across multiple states, managing both internal technicians and third-party service providers to deliver exceptional customer service. This position is responsible for service strategy, technician performance, dispatch operations, warranty execution, operational efficiency, and continuous process improvement while ensuring service level agreements (SLAs), customer satisfaction, and business objectives are achieved

Before we continue to dive into the requirements for the role let’s talk about Why you should join LaundryLux?

Career Advancement: We offer a career, not just a job. We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment.

Learning and Development: We foster a culture that encourages and promotes professional growth and development, with continuous learning

Diversity Initiatives : We are proud to have launched the Women’s Initiative focused on building a better workplace for women, providing support, and recognizing the talented women within our company.

LaundryLux Benefits : We offer a comprehensive benefits package including:

• Health benefits package including medical, dental & vision plans

• Life Insurance

• 401(k) with company matching

• Paid Time Off

• Paid Holidays

• Profit Sharing

• Employee Referral Program

• Mentorship Program

• Company Sponsored Training

• Tuition Reimbursement

Back to the role:

What you will do:

Service Provider Database:

• Develop a comprehensive Service Provide database which includes:

• Qualification Checklist: Create a Qualification Checklist to evaluate new service providers.

• Service Provider Application Form: Develop a Service Provider Application Form.

• Identification and Qualification: Identify and qualify new service providers.

• Service Provider Evaluation: Evaluate service provider performance through scorecards.

• Service Provider Expectations: Define service expectations.

Service Team Management:

• Lead and manage both internal technicians and third-party service providers. This includes implementing training programs to improve technician performance.

Dispatch Operations:

• Lead daily dispatch operations to optimize technician utilization, response times, and SLA performance.

Service Strategies:

• Develop service strategies to ensure adequate technician coverage across assigned territories and to support business growth.

• Define and track Service level agreements and implement KPI’s that will drive improvements in response times and customer satisfaction.

Customer Communication:

• Communicate directly with customers to ensure a positive customer experience.

• Partner with Sales and Customer Care to resolve complex customer escalations and ensure customer retention.

Labor Warranty Exceptions:

• Monitor warranty claims from initiation through completion, removing obstacles and ensuring timely resolution.

• Review and approve exceptions to labor warranty guidelines within gray areas.

Reporting:

• Generate reports on warranty claims, technician performance, and service metrics to aid in process improvement and enhance service quality.

Technical Documentation:

• Provide technical documentation to clients as the technical care team directs.

• Lead special warranty projects for major part defects or large-scale warranty replacements.

• Maintain a clear record of all interactions, parts, and service work related to special projects, ensuring compliance with warranty policies and company procedures.

Supervisory:

• Recruits, interviews, hires, and trains new team members in the department.

• Oversee the daily workflow and schedules of the department.

• Manage the performance of the employees in the department (conducts 1:1’s, create goals, and conduct performance evaluations that are timely and constructive).

• Develop incentive plans tied to company performance throughout the year.

• Complete salary and bonus reviews as well as review disciplinary actions.

• Create and execute a strategy to recruit, train, and career path a passionate, energetic, and ambitious customer care workforce.

• Motivate and support the team by being a champion of positivity in the workplace to foster a productive and supportive environment.

What you should have:

• Proven leadership and people management skills.

• Ability to coach and develop high-performing teams.

• Experience managing remote employees and third-party service providers.

• Knowledge of field service operations and dispatch management.

• KPI development and performance management.

• Service scheduling optimization.

• SLA management.

• Experience utilizing ERP and field service management systems (Epicor preferred) to manage service operations, reporting, and technician performance.

• Process improvement experience.

• Budget and resource management.

Education and Experience:

• Bachelor’s degree in business administration, Operations Management, Engineering, Supply Chain, or related field preferred.

• 7+ years of experience in field service, technical service, operations, or service management.

• 3+ of leadership experience managing technicians, dispatch teams, or service operations.

• Experience managing multi-site or multi-state service organizations preferred.

• Experience overseeing third-party service providers and vendor relationships.

• Experience with warranty administration, field service management, or technical support operations.

• Experience with ERP and field service management software (Epicor preferred).

• Experience developing and monitoring KPIs, service metrics, and operational dashboards.

Physical Requirements:

• This job operates in a professional office environment.

• This role routinely uses standard office equipment such as computers, phones, and photocopiers.

Travel Required:

• Quarterly travel to other LaundryLux offices for in-person meetings with technicians.

Our Values:
People, Share Responsibility, Integrity, Excellence, Customer Focused, Meaningfulness and Fun

If you are looking for your next challenge, then this is your chance to join our team of exceptionally talented, creative and innovative professionals. We want you!

We are an equal opportunity employer and we are committed to providing reasonable accommodations to individuals with disabilities in all aspects of the employment process. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Our company participates in E-Verify.