Service Operations ManagerFull-Time | In-Office (Monday-Friday) | 7:30 AM-4:30 PM |Novi, MI (48375) |$90,000-$100,000 DOEJob SummaryThe Service Operations Manager (Paint Booths & Collision Equipment)
oversees the daily coordination and execution of service operations for automotive paint booths, collision repair equipment, and related systems. This role is responsible for managing incoming service requests, dispatching technicians, coordinating parts and warranty activities, preparing service estimates, and ensuring exceptional customer service from initial service call through job completion and invoicing.
The Service Operations Manager serves as the primary point of contact for customers, technicians, manufacturers, and vendors while maintaining oversight of multiple active service requests simultaneously. This position requires a highly organized, detail-oriented individual who can effectively prioritize competing demands, communicate proactively, and ensure timely resolution of customer service needs.
Key Responsibilities- Serve as the primary point of contact for incoming service requests, gathering customer, equipment, and technical information to accurately assess service needs.
- Evaluate service issues and determine the appropriate resolution, including remote troubleshooting, parts replacement, or field technician dispatch.
- Schedule and coordinate field technicians, balancing emergency service calls, preventive maintenance, warranty work, and planned installations.
- Coordinate technician travel, customer access, equipment delivery, and job site logistics while providing proactive communication to customers regarding schedules and service updates.
- Prepare service estimates, obtain customer purchase orders or work authorizations, and determine warranty eligibility or customer-pay responsibility.
- Coordinate warranty claims, manufacturer communications, replacement parts, inventory, backorders, and warranty returns.
- Develop and maintain preventive maintenance schedules while tracking customer equipment history and recommended repairs.
- Review technician service reports for accuracy, verify labor, travel, parts, and expenses, and ensure completed work is ready for timely invoicing
- Monitor open work orders, outstanding quotations, completed service calls awaiting billing, and overall service workflow to ensure timely completion.
- Maintain accurate customer, equipment, service, and warranty records within company systems.
- Collaborate with technicians, manufacturers, vendors, and internal departments to deliver efficient service operations and exceptional customer satisfaction.
- Identify opportunities to improve dispatch efficiency, technician utilization, service response times, and overall operational performance.
- Other duties as assigned.
Qualifications- Associate's degree in business administration, Operations Management, Automotive Technology, or a related field preferred.
- Three (3) or more years of experience coordinating field service operations, dispatching technicians, or managing service departments.
- Experience supporting automotive paint booths, collision repair equipment, industrial equipment, HVAC, mechanical systems, or related industries preferred.
- Working knowledge of electrical controls, motors, pneumatics, hydraulics, and mechanical equipment.
- Ability to read equipment manuals, parts diagrams, wiring schematics, and technical documentation.
- Experience preparing service estimates, coordinating warranty claims, and managing re-placement parts and inventory.
- Strong organizational, problem-solving, and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
- Excellent customer service, communication, and conflict-resolution skills.
- Proficiency with Microsoft Outlook, Excel, electronic work order systems, and service management software; ServiceTitan experience preferred.
- Ability to learn digital dispatch systems, technician scheduling software, quotation templates, and warranty documentation processes.
- Valid driver's license with an acceptable driving record.
Physical Requirements:- Ability to sit, stand, and walk throughout office, warehouse, and customer job site environments.
- Occasional lifting of office supplies, replacement parts, and equipment up to 25 pounds.
- Ability to travel to customer facilities to support service operations and field activities.
- Ability to communicate effectively by telephone, email, and in person throughout the workday.
- Ability to work in warehouse, manufacturing, and industrial environments as needed.
- Ability to operate standard office equipment, including computers, telephones, and printers.
Salary Description
$100,000-$120,000
