Service Operations Manager

Get AI-powered advice on this job and more exclusive features.Innovative Foundations provided pay rangeThis range is provided by Innovative Foundations. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay range$110,000.00/yr - $130,000.00/yrDirect message the job poster from Innovative FoundationsStrategic HR Consultant | Empowering People, Transforming WorkplacesThis role is being hired on behalf of Summa America.Company OverviewLocated in Indianapolis, Indiana, Summa America is part of a global company with over 50 years of experience, originating from Belgium. Summa has become a worldwide leader in delivering high-quality cutting solutions. We offer a versatile range of cutting equipment, including vinyl, flatbed, and laser cutters, serving industries such as Sign & Display, Packaging, Textile, Printing, and Apparel.Our cutting-edge technology is trusted by companies across the globe to enhance productivity and precision, and through our extensive network of resellers, we provide expert product guidance and support.Position OverviewWe are seeking an experienced Service Operations Manager to lead and manage our field technicians, services, and experience center teams. This role is crucial in ensuring that our customers receive outstanding service throughout their journey with Summa America. The ideal candidate will have a passion for delivering exceptional customer experiences, strong leadership skills, and the ability to build and maintain relationships with our clients.Key ResponsibilitiesManages the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.Oversee the services, field technicians, and experience center teams to ensure they meet targets, deliver excellent customer service, and maintain long-term client relationships.Lead the service team in providing timely and effective support to customers, ensuring quick resolution of issues and maintaining high customer satisfaction.Oversee and establish the schedules for field technicians, ensuring a customer centric approach within the services department. Prioritize customer needs and take all necessary steps to maintain the delivery of exceptional customer service.Supervise field technicians, ensuring they are equipped to handle installations, repairs, and maintenance of Summa products at customer sites.Build and nurture strong relationships with customers, acting as the primary point of contact to ensure a positive experience with Summa America's products and services.Identify opportunities to enhance customer experience processes, providing feedback and implementing strategies to improve service delivery and satisfaction.Develop training programs for dealers, service and field technician teams to ensure consistent and high-quality customer interactions.Track, analyze, and report on team performance metrics, customer feedback, and service quality to identify areas for improvement and implement corrective actions.Work closely with other departments (e.g., marketing, product development) to align customer experience initiatives with company goals and strategies.Address customer complaints, escalations, and challenges promptly and professionally, ensuring that all issues are resolved to the customer's satisfaction.Wants someone who is empathic/compassionate- ability to navigate complex situations.QualificationsBachelor's degree in Business or a related field5+ years of experience in a field service operations leadership roleProven experience managing field operations teamsStrong leadership, communication, and interpersonal skills with balanced judgementExcellent problem-solving abilities and a customer-centric mindsetExperience implementing service solutions and customer service softwareAbility to multitask and thrive in a fast-paced environmentKnowledge of the cutting solutions industry is a plusSeniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionManagement and ManufacturingIndustriesHuman Resources ServicesFeatured BenefitsInferred from the description for this jobMedical insuranceVision insurance401(k)Get notified about new Service Operations Manager jobs in Indianapolis, INService Desk Supervisor - Indianapolis, IN - HybridPatient Services Operations Manager - Food ServiceServiceNow Customer Service Management ManagerCustomer Success Manager - Public SectorGreenfield, IN $70,000.00-$80,000.00 4 days agoService Manager - Gray Goat Bicycles - Indianapolis, INHealth Information Operations SupervisorWe're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.J-18808-Ljbffr