Head of Service Operations

ProSearch Recruiting Partners, a franchise of the Management Recruiters Network, is partnering with a major OEM client to identify an experienced and strategic Head of Service Operations to lead and strengthen the company’s service organization. This opportunity is ideal for a technically credible leader who combines industrial equipment expertise with the ability to develop people, improve operational performance, and deliver an exceptional customer experience.Reporting to the Chief Operating Officer, the Head of Service Operations will oversee field service, technical support, parts operations, warranty administration, training, and the overall service customer experience. This position directly oversees the Service Manager and provides department-wide leadership, direction, and accountability.The successful candidate will establish the strategy, systems, processes, and leadership structure needed to support the company’s continued growth. This is not solely a hands-on troubleshooting or day-to-day service management role; it requires a leader who can build a scalable, high-performing service organization while remaining capable of guiding the team through complex technical challenges.Key ResponsibilitiesStrategic Leadership & Business PerformanceDevelop and execute a service operations strategy aligned with company goals, customer needs, and growth plans.Drive service department performance, scalability, profitability, and continuous improvement.Establish and monitor key performance indicators, including response time, technician utilization, first-time fix rate, open service cases, warranty costs, customer satisfaction, and service financial performance.Identify operational gaps and implement improvements to processes, systems, staffing, and resource allocation.Provide the COO with clear reporting on department performance, priorities, risks, and improvement initiatives.Service Operations ManagementLead all service-related functions through the Service Manager and other service team members.Establish clear expectations for scheduling, work order management, installations, preventive maintenance, technical support, and emergency service response.Ensure the Service Manager has the direction, resources, and accountability needed to manage daily service execution effectively.Standardize service procedures, technical documentation, reporting, and customer communication.Implement and improve systems for tracking service activity, product quality issues, recurring failures, and customer feedback.Ensure service records, labor, expenses, parts usage, and customer commitments are documented accurately and on time.Technical Leadership & Field Service OversightServe as a senior technical resource for complex machine diagnostics, installations, repairs, and escalated service issues.Provide guidance on industrial equipment mechanical, hydraulic, electrical, PLC/control, servo drive, and automation systems.Guide the team in equipment performance troubleshooting and optimization of operating efficiency.Ensure technicians can interpret electrical schematics, hydraulic diagrams, mechanical drawings, and technical manuals.Establish standards for installation, commissioning, preventive maintenance, troubleshooting, and repair quality.Maintain sufficient hands-on involvement to assess technical challenges, validate repair approaches, and support critical customer situations without becoming the default owner of routine service calls.Customer Experience & Escalation ManagementEstablish a responsive, professional, and consistent service experience across customer touchpoints.Oversee communication standards for service quotes, service orders, parts shipments, warranty claims, and return merchandise authorization requests.Lead resolution of high-priority customer escalations and complex or recurring service problems.Support key installations and critical service engagements when senior leadership or technical involvement is required.Use customer feedback and service trends to improve equipment support, service delivery, and customer satisfaction.Team Leadership & DevelopmentLead, coach, and hold the Service Manager accountable for daily execution, technician performance, and team development.Build an effective service organization with clear roles, reporting relationships, performance expectations, and development opportunities.Oversee hiring, onboarding, technical training, and ongoing skills development.Establish training and mentoring programs that strengthen troubleshooting capability and reduce dependence on individual technical experts.Support performance reviews, corrective action, succession planning, and career development.Foster a culture of professionalism, accountability, safety, collaboration, and customer focus.Parts & Warranty ManagementOversee parts sales, technical parts support, inventory coordination, and warranty administration.Partner with warehouse, shipping, and operations teams to improve parts availability, order accuracy, and delivery responsiveness.Ensure warranty issues are evaluated, documented, and resolved consistently and efficiently.Monitor recurring warranty issues and related costs to identify corrective actions and improvement opportunities.Sales & Cross-Functional CollaborationPartner with sales to support trade shows, equipment demonstrations, applications, and product testing.Coordinate with operations, warehouse, and shipping teams to support installations and service commitments.Communicate field findings and recurring product issues to the appropriate internal teams to support product and process improvements.Compliance & SafetyEnsure service operations and related warehouse activities comply with applicable OSHA requirements, company policies, and established safety standards.Reinforce safe practices during installations, troubleshooting, maintenance, repairs, and equipment handling.Ensure safety expectations are incorporated into training, procedures, and performance management.Key QualificationsLeadership & ManagementDemonstrated success leading an industrial equipment service organization, including oversight of a Service Manager, supervisors, team leads, or comparable leadership roles.Ability to translate business objectives into service strategies, operating plans, measurable goals, and clear accountability.Experience improving service performance, developing organizational capacity, and managing change.Strong leadership presence and the ability to earn credibility with experienced technicians, developing employees, customers, and senior management.Proven ability to coach leaders, address performance issues, resolve conflict, and build a high-performing team.Technical BackgroundDirect experience with industrial machinery or closely related capital equipment is strongly preferred.Strong understanding of mechanical, hydraulic, electrical, PLC/control, servo drive, and automation systems.Technical knowledge of equipment performance, operating parameters, efficiency optimization, and troubleshooting performance issues.Experience with equipment installation, commissioning, preventive maintenance, and complex repair.Ability to read and interpret technical manuals, electrical schematics, hydraulic diagrams, and mechanical drawings.Experience with industrial machine tools, CNC equipment, material-handling systems, or similar capital equipment may be considered when supported by strong technical and service leadership experience.Service Operations & Financial AcumenExperience overseeing field service, technical support, parts operations, warranty administration, and customer escalations.Ability to use service metrics and financial data to improve productivity, resource utilization, cost control, and profitability.Experience establishing standardized processes and using ERP, CRM, or field-service management systems.Ability to balance immediate customer needs with long-term organizational improvement.Professionalism & Customer LeadershipExcellent written and verbal communication skills.Sound judgment, strong problem-solving ability, and disciplined planning and execution.Ability to communicate complex technical issues clearly to both technical and nontechnical audiences.A professional, composed approach to difficult customer situations and competing priorities.Demonstrated integrity, accountability, consistency, and ownership of results.Experience & EducationProgressive experience in industrial equipment service, including substantial leadership responsibility for service teams and operations.Demonstrated experience directly managing technicians and developing service leaders.Associate’s or bachelor’s degree in Engineering Technology, Industrial Maintenance, Mechatronics, Electrical or Mechanical Engineering, Business Management, or a related field preferred; equivalent industry experience will also be considered.Valid driver’s license and ability to travel as required.Most Important CharacteristicsStrategic Leadership - Technical Credibility - Accountability - Customer Focus - Financial Acumen - Communication - Team Development - Operational DisciplineThe client is seeking a leader who can build the organization, not simply manage its daily workload. The Head of Service Operations must develop the Service Manager and broader team, establish repeatable processes, strengthen technical capabilities, and deliver measurable improvements in service quality, customer satisfaction, and business performance.