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Service Operations Manager
LaundryLuxService Operations Manager leading field service operations across multiple states at LaundryLux. Managing technicians and third-party providers to ensure exceptional customer service.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading field service operations, managing technician performance, and optimizing dispatch processes to achieve service level agreements and customer satisfaction. Proficient in utilizing ERP and field service management systems to enhance operational efficiency and drive continuous improvement.
Highest-signal resume keywords
Field Service Operations ManagementLeadership and People ManagementKPI Development and Performance ManagementERP and Field Service Management Systems (Epicor)Service Scheduling Optimization
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Field Service OperationsDispatch ManagementWarranty AdministrationProcess ImprovementBudget ManagementResource ManagementKPI DevelopmentService Metrics MonitoringOperational DashboardsTechnical Support Operations
Soft Skills
Coaching and DevelopmentCustomer CommunicationTeam Leadership
Tools & Technologies
ERP SystemsField Service Management Software (Epicor)
Industry Keywords
Service Level Agreements (SLAs)Multi-Site ManagementThird-Party Service ProvidersVendor RelationshipsOperational Efficiency
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Lead LaundryLux’s field service operations across multiple states, managing both internal technicians and third-party service providers to deliver exceptional customer service.
- Responsible for service strategy, technician performance, dispatch operations, warranty execution, operational efficiency, and continuous process improvement.
- Ensure service level agreements (SLAs), customer satisfaction, and business objectives are achieved.
- Develop a comprehensive Service Provider database, including Qualification Checklist and Service Provider Application Form.
- Lead daily dispatch operations to optimize technician utilization, response times, and SLA performance.
- Communicate directly with customers to ensure a positive customer experience.
- Monitor warranty claims from initiation through completion, ensuring timely resolution.
Requirements
What you’ll need- Proven leadership and people management skills.
- Ability to coach and develop high-performing teams.
- Experience managing remote employees and third-party service providers.
- Knowledge of field service operations and dispatch management.
- KPI development and performance management.
- Service scheduling optimization.
- SLA management.
- Experience utilizing ERP and field service management systems (Epicor preferred) to manage service operations, reporting, and technician performance.
- Process improvement experience.
- Budget and resource management.
- Bachelor's degree in business administration, Operations Management, Engineering, Supply Chain, or related field preferred.
- 7+ years of experience in field service, technical service, operations, or service management.
- 3+ of leadership experience managing technicians, dispatch teams, or service operations.
- Experience managing multi-site or multi-state service organizations preferred.
- Experience overseeing third-party service providers and vendor relationships.
- Experience with warranty administration, field service management, or technical support operations.
- Experience with ERP and field service management software (Epicor preferred).
- Experience developing and monitoring KPIs, service metrics, and operational dashboards.
Benefits
Comp & perks- Health benefits package including medical, dental & vision plans
- Life Insurance
- 401(k) with company matching
- Paid Time Off
- Paid Holidays
- Profit Sharing
- Employee Referral Program
- Mentorship Program
- Company Sponsored Training
- Tuition Reimbursement