Job Description

MIH Systems Group New England is seeking a Service Operations Supervisor to lead our parts procurement, warehouse, inventory, warranty, and technician logistics operations. This position will oversee our existing parts and warehouse team and will be responsible for building a reliable, organized process that ensures our field technicians have the correct parts and materials when and where they need them. The Service Operations Supervisor will own the process from the time a part is requested or approved through ordering,
receiving, staging, delivery, return, or warranty completion - including ownership of parts ordering once a job is approved and ready to move forward.
This is a hands-on management position for someone who is highly organized, accountable, comfortable working in a fast-paced service environment, and capable of improving processes as the business continues to grow.

Key Responsibilities
• Manage all parts ordering for service, warranty, startup, and project-related work.
• Review parts requests for completeness and ensure orders are placed accurately and promptly.
• Maintain relationships with manufacturers, distributors, and local suppliers.
• Track open purchase orders, backordered material, and expected delivery dates.
• Expedite critical parts when required to support field operations.
• Identify opportunities to improve purchasing and vendor pricing.
• Ensure parts purchases are properly assigned to the appropriate work order, project, or inventory account.
• Manage the day-to-day operation and organization of the New England warehouse.
• Direct and support warehouse personnel.
• Maintain a clean, organized, safe, and professional warehouse.
• Coordinate deliveries and movement of equipment and material between the warehouse, vendors, and job sites.
• Maintain an accurate inventory of company-owned parts, materials, tools, and consumables.
• Ensure inventory transactions are accurately entered into company systems.
• Maintain appropriate stock of commonly used HVAC service materials and consumables.
• Own the warranty parts process from submission through final credit or replacement.
• Coordinate warranty claims with manufacturers and distributors.
• Track warranty parts, cores, and required returns.
• Ensure defective and unused material is returned promptly.
• Track outstanding vendor credits and confirm credits are received.
• Maintain organized documentation for warranty claims and returns.
• Prevent warranty claims, cores, and returnable material from aging without resolution.
• Work closely with Service, Dispatch, and field technicians to ensure material is available before scheduled work.
• Coordinate technician parts pickups and job-site deliveries.
• Help resolve emergency and same-day parts requirements.
• Ensure technicians receive the correct parts and quantities for assigned work.
• Serve as the main point of contact for parts status on any work order, working closely with the assigned dispatcher.
• Provide parts ETAs to dispatch promptly upon request, so accurate appointment dates can be scheduled based on part and technician availability.
• Directly manage the Parts and Warehouse team.
• Establish clear responsibilities and performance expectations.
• Hold the team accountable for timely ordering, receiving, staging, returns, and inventory accuracy.

Qualifications
• 3+ years of experience in parts, warehouse, purchasing, inventory, logistics, or service operations.
• Previous leadership or supervisory experience preferred.
• HVAC, mechanical, plumbing, electrical, construction, or related service-industry experience strongly preferred.
• Strong understanding of purchasing, inventory control, receiving, and material management.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Comfortable working directly with field technicians, vendors, managers, and office personnel.
• Strong written and verbal communication skills.
• Ability to hold team members and vendors accountable while maintaining strong working relationships.
• Comfortable learning and working within ERP, field-service, inventory, and purchasing systems.
• Proficiency with Microsoft Office and related business applications.
• Valid driver's license.

Salary Expectations: $115k - $125K annual salary plus benefits, depending on experience