General Description

The Operations Manager is responsible for leading the daily operations of the assigned Service Center to ensure safe, efficient, and high-quality services. This role oversees production planning, scheduling, quality control, and technician development while ensuring compliance with company safety standards and operational procedures. The Operations Manager is accountable for maintaining safety, quality, profitability, resource utilization, and schedule adherence for all depot repair orders executed by the shop team.

The Operations Manager provides strategic leadership for all personnel engaged in both shop production and field service at customer sites. This role directs and mentors Valve and Instrument Technicians, Machinists, and Welders assigned to the site shop, ensuring operational excellence and strict adherence to safety and quality standards. The Operations Manager is responsible for career development and performance management for all direct reports, fostering a high-performing, skilled, and engaged workforce.

The Operations Manager works closely with customers, principals, sales teams, and service personnel to coordinate service activities and support customer needs. This role requires regular engagement at customer sites as well as R.E. Mason facilities and plays an important role in strengthening operational infrastructure, expanding valve service capabilities, and growing market share. Through collaboration and leadership, the Operations Manager reinforces the company's core values while contributing to the continued growth and success of the M&VS business.

Specific Responsibilities

• Promote and maintain a safe work environment by following and enforcing standards and procedures established by the Safety Manager.
• Oversee production, scheduling, quality, and safety operations for the assigned Service Center.
• Partner with the Shop Lead to conduct production meetings and communicate daily work assignments to the team.
• Utilize core operational metrics to identify performance gaps and implement corrective actions.
• Use the company business system to manage workload, track service activities, and complete administrative responsibilities.
• Identify and implement procedures to improve day-to-day operations, efficiency, and service quality.
• Lead Quality, Safety, and Competency audits for the assigned Service Center to ensure compliance with company standards.
• Participate in the hiring, onboarding, and career development of service center employees.
• Manage HR-related matters for the assigned Service Center in coordination with Human Resources.
• Conduct regular performance evaluations and provide constructive feedback to employees.
• Establish clear performance expectations and measurable goals for team members.
• Address performance concerns through coaching, development plans, or corrective action when necessary.
• Recognize and reinforce strong performance to promote positive behaviors and team engagement.
• Foster a positive work environment that reflects the organization's culture and values.
• Project a positive image of the organization to both employees and customers.
• Lead, support, and strengthen the company's core values and culture within the team.
• Facilitate training in OEM valve repair procedures and ensure adherence to technical standards.
• Collaborate with Account Managers and Service Managers to assess service scope and identify opportunities.
• Respond to valve-related service inquiries from Service Managers and Coordinators on behalf of customers.
• Perform other related duties as assigned to support service center operations and organizational objectives.

Required Competencies

• Demonstrated ability to build a collaborative team environment that promotes accountability, engagement, and continuous improvement.
• Strong leadership skills with the ability to motivate, coach, and develop employees.
• Skilled in providing constructive feedback, managing performance, and supporting employee development.
• Excellent verbal and written communication skills.
• Ability to work effectively in a team environment and contribute as a collaborative team player.
• Effective engagement and communication with customers, internal sales staff, and cross-functional teams.
• Strong organizational skills with the ability to manage multiple priorities while maintaining a positive attitude and composure.
• Self-directed, self-motivated, and detail oriented.
• Reliable and capable of managing time effectively to meet operational demands.
• High computer literacy, including proficiency with Microsoft Office Suite, CRM systems, and the ability to learn internal business systems.
• Ability to utilize business systems and tools to manage operational activities and administrative responsibilities.
• Project coordination skills with the ability to manage scope, schedule, and budget considerations.
• Strong focus on delivering high-quality services and operational outcomes.
• Customer-focused mindset with a commitment to delivering high-quality service and maintaining strong customer relationships.
• Demonstrates sound business acumen and understanding of operational performance drivers.

Required Education & Experience

• 4 Yr. College Degree or equivalent work experience
• 5+ years of experience in Relief/Isolation/Control Valve Repair and Operation or similar industry
• 1+ years of experience in a leadership or management position

Preferred Experience/Competencies

• Experience in Inside Sales, Service Industry and/or Customer Service
• Relief/Isolation/Control Valve Repair and Operation

Physical Requirements

• Standing
• Walking
• Sitting
• Kneeling
• Reaching Overhead
• Climbing
• Pushing and Pulling
• Lifting - 30 pounds
• Using a Computer
• Using a Telephone
• Driving