Service Operations Manager
The Service Operations Manager is designed as a leadership continuity role—supporting internal service operations while blending people leadership, process optimization, and system management across service, parts, and warranty.
This person will directly manage the customer service team (5–6 employees) and coordinate with field service, sales, and manufacturing to ensure customer issues are handled efficiently. The role’s emphasis is less on technical machine expertise and more on organizational structure, problem-solving under pressure, and process improvement.
Responsibilities
- Lead, coach, and develop the internal customer service team (5–6 direct reports).
- Manage daily service operations and internal escalation paths across parts, warranty, and field service.
- Oversee scheduling, workflow, and process standardization for service requests.
- Optimize ERP/CRM tools for reporting, data accuracy, and efficiency.
- Collaborate with leadership to improve training and onboarding processes
- Support performance tracking through KPIs and service metrics.
- Partner with cross-functional teams to enhance communication and ensure customer satisfaction.
Desired Skills and Experience
- 6+ years of leadership experience in service operations or customer service management. Experience can come from a call center, customer service setting, or an OEM/equipment manufacturer
- Proven ERP/CRM experience, NetSuite preferred
- Excellent organizational, communication, and problem-solving skills.
- Calm, composed leadership style capable of managing high-pressure situations.
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ABOUT SKYWATER SEARCH
Start with your Short List
Led by a group of seasoned search industry professionals, SkyWater Search Partners brings new focus to a novel concept, “Short List Search.” Our purpose is to leave a lasting impression on the clients we serve by providing individuals who will make a measurable difference in their business. We strive to consistently deliver great results to our clients in a very timely manner.
Practice Areas
Our practice areas are led by highly experienced executive recruiters who take great care in fully understanding client requirements and candidate qualifications.
• Accounting and Finance
• Information Technology
• Operations
• Engineering
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• Marketing
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• Legal
• Construction
• Supply Chain
• Consumer Package Goods (CPG)
Founded on long-standing relationships and hundreds of successful placements throughout the Twin Cities business community, SkyWater Search Partners is a proven resource for clients and candidates looking to quickly and confidently explore their “short list” of best choices. Count on us to find the best people – and the best fit.
