Job Description

Job Title: Service Operations Manager

Location: Onsite

Reports to: Director, Service

This position is required to be onsite, full-time, located at our corporate headquarters in Buffalo Grove, IL.

Summary

The Service Operations Manager is responsible for leading and overseeing the Field Service, Depot Service and Client Relations teams across the U.S. and Canada. This role is accountable for delivering exceptional customer experiences, ensuring timely and accurate service, execution and billing, optimizing operational performance, and supporting the achievement of company objectives.

The Service Operations Manager is responsible for associate development, labor planning, workload management, customer support escalation, inventory coordination, and continuous improvement of service operations. This position serves as a key liaison between Service, Product Development, Customer Service Representatives (CSRs), Manufacturing, and Parts Procurement to ensure timely issue resolution and exceptional customer satisfaction. This role is expected to evaluate existing service operations and proactively develop scalable processes, systems, and best practices that improve efficiency, consistency, and the overall customer experience.

This role requires both office-based and field-based work and may require travel up to 50%.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Supervise, coach, train, and develop client relations associates, field service and depot service technicians.
• Manage day-to-day service operations, including call center management, escalations and repair related activities associated with field or depot service (repairs, preventative maintenance, inspection, etc.).
• Lead and develop the client relations team, ensuring a high level of customer satisfaction, responsiveness, and effective communication with customers throughout the service lifecycle.
• Optimization of the call center and service organization utilizing advanced technology.
• Oversee labor planning, associate scheduling, workload balancing, overtime management, and service resource allocation.
• Support associate development through performance reviews, goal setting, technical training, and skill enhancement initiatives.
• Ensure all technicians are fully trained on Alma products, including new technologies, software updates, and safety requirements.
• Supervise mechanical and electrical installations while ensuring compliance with project scope, company procedures, and customer expectations.
• Respond to technical support inquiries from customers and Client Relations Representatives (CSRs), providing guidance for troubleshooting and resolution of complex equipment issues.
• Research and resolve repair issues through direct communication with Manufacturer, Product Development and Engineering teams.
• Collaborate with Parts Procurement to maintain appropriate inventory levels and ensure timely ordering and delivery of service parts.
• Complete and oversee weekly parts orders and inventory coordination activities.
• Monitor and improve service turnaround times through process improvements and operational efficiency initiatives.
• Inspect products returned to manufacturing and assist with Return Material Authorization (RMA) processes.
• Implement, maintain, and ensure compliance with Alma quality system standards and service procedures.
• Develop strategies to improve service performance, technician productivity, customer satisfaction, and operational effectiveness.
• Assist with interviewing, hiring, onboarding, and retaining qualified service personnel.
• Maintain accurate service documentation, inspection records, and operational reports.

• Monitor and report on key service performance metrics, including response times, first-time fix rates, turnaround times, customer satisfaction, technician utilization, and service profitability.
• Collaborate with Sales, Clinical Training, Product Management, Manufacturing, and Quality teams to improve customer outcomes and support new product launches.

• Develop, implement, and continuously refine standardized operating procedures (SOPs), workflows, and best practices across all service functions.
• Lead continuous improvement initiatives by analyzing operational data, identifying root causes, and implementing process improvements that enhance productivity, service quality, and operational performance.
• Establish and monitor key performance indicators (KPIs) to measure process effectiveness and drive continuous operational improvements.

Competencies

• Leadership and Team Development
• Problem Solving and Analytical Skills
• Technical Capacity and Troubleshooting
• Organizational and Time Management Skills
• Communication Proficiency
• Customer Service Orientation
• Attention to Detail
• Ability to Manage Multiple Priorities
• Quality Assurance and Continuous Improvement
• Ability to retain and apply large amounts of technical information
• Decision Making
• Change Management
• Coaching and Mentoring
• Conflict Resolution
• Process Improvement

Education and Experience Required

• Minimum two-year degree or equivalent education is preferred.
• 2-5 years of experience servicing electronic or medical equipment systems.
• Previous supervisory or management experience in a technical service environment.
• Experience working in a medical instrument/device environment strongly preferred.
• Experience working in an ISO-certified or regulated quality environment preferred.
• Familiarity with standard electronic test equipment, wiring diagrams, schematics, and service manuals.

Skills Required

• Excellent leadership and people management skills
• Strong mechanical and electrical troubleshooting abilities
• Microsoft Office proficiency (Word, Excel, PowerPoint, Outlook)
• ERP experience strongly preferred; NetSuite experience preferred
• Salesforce experience preferred
• Excellent organizational and multitasking abilities
• Strong written and verbal communication skills
• Positive attitude and collaborative team approach
• Ability to manage multiple projects and priorities in a fast-paced environment
• Experience managing service KPIs and performance metrics

• Strong customer escalation management skills
• Ability to analyze operational data and identify process improvements
• Budget management experience preferred

Supervisory Responsibility

Directly supervises Client Relations Associates, Field Service Technicians, and Depot Service Technicians. Responsible for hiring, onboarding, coaching, performance management, employee development, scheduling, and disciplinary actions in accordance with company policies.

• Hire and train new employees.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.

Work Environment

This position operates in both professional office and field environments. Regular travel to customer locations, including Med Spas, physician offices, and medical aesthetic practices, is required. The employee may occasionally work in warehouse or repair depot environments and around electronic and medical equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 80 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Must be able to transport equipment and tools, work in confined spaces when necessary, and occasionally stand for extended periods while observing or assisting with equipment installations and repairs.

Travel

Travel up to 50% throughout the United States and Canada is required to support field personnel, customer visits, installations, training, and operational needs.

Work Authorization

Documentation showing eligibility to work in the United States will be required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.