Service Operations Manager

🔥 9 minutes ago

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

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LaundryLux

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1955

🤝 B2B

🔧 Hardware

💳 Fintech

B2B • Hardware • Fintech

LaundryLux is North America's leading supplier and distributor of commercial laundry equipment and business solutions for self-service laundromats and on-premises laundries. The company sells Electrolux and Wascomat machines, provides installation, service and parts, and offers complementary business services including financing (LaundryLux Funding Services) and software/payment solutions (LaundryPulse, LaundryPay) to help laundromat owners and investors operate and grow their businesses across the United States and 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.

🎯 Requirements

• 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

• 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