Service Operations Manager

🕒 il y a 14 jours

🗽 New York – Distant

🗽 New York – Remote

⏰ Temps Plein

🟠 Senior

🔴 Expert

⚙️ Opérations

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LaundryLux

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 1955

🏨 Hôtellerie

🏥 Santé

📦 Logistique

Hospitality • Healthcare • Logistics

LaundryLux est le principal fournisseur et distributeur nord-américain d'équipements de blanchisserie commerciale et de solutions commerciales pour les laveries libre-service et les blanchisseries sur site. L'entreprise vend des machines Electrolux et Wascomat, fournit l'installation, le service et les pièces détachées, et propose des services commerciaux complémentaires, notamment le financement (LaundryLux Funding Services) et des solutions logicielles/de paiement (LaundryPulse, LaundryPay) pour aider les propriétaires et investisseurs de laveries automatiques à exploiter et développer leurs activités aux États-Unis et au Canada.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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