Service Manager

Description

Service Manager

Location: Kapolei, HI
Salary: $115,000 - $120,000 per year (based on experience) + eligible for an annual performance bonus
Travel: Up to 25% travel required
Team Leadership: 5–7 direct reports

Are you a strategic service leader who thrives on building high-performing teams, improving operational workflows, and delivering exceptional customer experiences? We are seeking an experienced Service Manager to lead and strengthen our service operations, customer support programs, and field service execution while supporting long-term organizational growth and operational excellence.

In this leadership role, you will oversee the full service lifecycle—from intake and scheduling to field execution, issue resolution, reporting, and continuous improvement. You’ll collaborate closely with executive leadership, operations, engineering, finance, sales, and cross-functional teams to ensure service activities are delivered efficiently, accurately, and in alignment with organizational priorities and customer expectations.

Key Responsibilities

Service Operations & Leadership

• Lead day-to-day service operations, customer support initiatives, and field service coordination
• Manage and develop a team of 5–7 direct reports, including service personnel and support staff
• Serve as the primary point of contact for service-related inquiries, escalations, and issue resolution
• Oversee service scheduling, resource allocation, workflow coordination, and operational execution
• Support service teams by communicating customer expectations, technical requirements, and performance standards
• Ensure service activities align with organizational objectives, customer commitments, and operational goals

Documentation & Service Administration

• Maintain and manage service documentation including work orders, quote/estimates, maintenance records, service reports, compliance files, and operational logs
• Prepare and distribute service updates, customer communications, meeting summaries, and operational reports
• Ensure accurate recordkeeping within service management systems, CRM platforms, and internal databases
• Track service schedules, reporting deadlines, contract obligations, and departmental commitments

Cross-Functional Collaboration

• Partner with sales, operations, engineering, logistics, finance, and executive teams to support organizational initiatives
• Coordinate communication between departments to ensure efficient service execution and customer satisfaction
• Address service delays, workflow inefficiencies, customer concerns, and technical challenges while escalating complex issues as needed

Compliance, Audits & Reporting

• Prepare service documentation and reports for internal and external audits
• Support compliance with organizational policies, safety standards, regulatory requirements, and internal controls
• Develop service dashboards, operational summaries, performance metrics, and risk assessments
• Participate in strategic planning sessions, customer reviews, and service improvement initiatives

Process Improvement & Systems Optimization

• Recommend and implement improvements to service workflows, customer communication processes, and operational strategies
• Utilize service management systems, analytics dashboards, and scheduling tools to improve visibility and efficiency
• Support system enhancements, integrations, and workflow optimization initiatives
• Contribute to standardized service practices, templates, and documentation improvements

Qualifications

Education & Experience

• Bachelor’s degree in Business Administration, Operations Management, Engineering, Customer Experience, or a related field required (equivalent experience considered)
• 7–12 years of experience in service management, field operations, customer support leadership, or related operational roles
• Experience managing service teams, field technicians, customer accounts, or service programs strongly preferred
• Engine and power generation work experience required
• Experience using service management systems, CRM platforms, and analytics tools is a plus

Technical & Professional Skills

• Strong understanding of service operations, customer support principles, scheduling workflows, and field execution
• Proficiency with CRM platforms, service management systems, analytics dashboards, and communication tools
• Strong analytical, organizational, and problem-solving skills
• Ability to manage multiple priorities, deadlines, and concurrent operational initiatives
• Excellent customer phone and in-person communication skills
• Ability to lead teams while maintaining strong customer relationships

Required Job Attributes

• Self-starter with the ability to work independently and proactively
• Forward-thinking mindset with strong planning and organizational abilities
• Open-minded and adaptable to organizational and operational change
• Highly organized with strong attention to detail
• Customer-focused approach with professional communication skills
• Strong operational judgment, integrity, and professionalism

Preferred Qualifications & Attributes

• Strong business acumen and operational knowledge
• Technical aptitude with the ability to understand service operations and equipment functionality
• Previous service management experience in a technical or industrial environment
• Experience supporting cross-functional operational initiatives and customer-focused service programs
• Ability to identify process improvement opportunities and drive operational efficiency

Work Environment & Requirements

• Ability to work in office, field, hybrid environments as needed
• Ability to manage periods of increased workload during service peaks, customer escalations, audits, or major operational initiatives
• Ability to travel up to 25% as required to support field operations, customer meetings, and organizational initiatives

Why Join Us?

This role plays a critical part in ensuring our organization delivers reliable, customer-focused, and strategically aligned service operations. As the Service Manager, you will directly contribute to customer satisfaction, operational excellence, and long-term business success while helping shape the future of our service organization.

If you are a proactive leader with a passion for service excellence, operational improvement, and team development, we encourage you to apply.

Equal Opportunity Employer MSHS PPG is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws.

Drug-Free Workplace MSHS PPG is a Drug-Free Workplace. All offers of employment are contingent on successful completion of a drug and alcohol screening, which may include testing for marijuana in compliance with applicable federal regulations and relevant state labor laws. We understand that marijuana laws vary by state, and our testing policies are designed to ensure compliance with both federal and state requirements where applicable.