Service Operations Manager in Buffalo Grove, Illinois at Alma Lasers

Job Description

Job Title: Service Operations Manager

Location: Onsite

Reports to: Director, Service

This position is required to be onsite, full-time, located at our corporate headquarters in Buffalo Grove, IL.

Summary

The Service Operations Manager is responsible for leading and overseeing the Field Service, Depot Service and Client Relations teams across the U.S. and Canada. This role is accountable for delivering exceptional customer experiences, ensuring timely and accurate service, execution and billing, optimizing operational performance, and supporting the achievement of company objectives.

The Service Operations Manager is responsible for associate development, labor planning, workload management, customer support escalation, inventory coordination, and continuous improvement of service operations. This position serves as a key liaison between Service, Product Development, Customer Service Representatives (CSRs), Manufacturing, and Parts Procurement to ensure timely issue resolution and exceptional customer satisfaction. This role is expected to evaluate existing service operations and proactively develop scalable processes, systems, and best practices that improve efficiency, consistency, and the overall customer experience.

This role requires both office-based and field-based work and may require travel up to 50%.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Monitor and report on key service performance metrics, including response times, first-time fix rates, turnaround times, customer satisfaction, technician utilization, and service profitability.
• Collaborate with Sales, Clinical Training, Product Management, Manufacturing, and Quality teams to improve customer outcomes and support new product launches.

Competencies

Education and Experience Required

Skills Required

• Excellent leadership and people management skills
• Strong mechanical and electrical troubleshooting abilities
• Microsoft Office proficiency (Word, Excel, PowerPoint, Outlook)
• ERP experience strongly preferred; NetSuite experience preferred
• Salesforce experience preferred
• Excellent organizational and multitasking abilities
• Strong written and verbal communication skills
• Positive attitude and collaborative team approach
• Ability to manage multiple projects and priorities in a fast-paced environment
• Experience managing service KPIs and performance metrics

Supervisory Responsibility

Directly supervises Client Relations Associates, Field Service Technicians, and Depot Service Technicians. Responsible for hiring, onboarding, coaching, performance management, employee development, scheduling, and disciplinary actions in accordance with company policies.

Work Environment

This position operates in both professional office and field environments. Regular travel to customer locations, including Med Spas, physician offices, and medical aesthetic practices, is required. The employee may occasionally work in warehouse or repair depot environments and around electronic and medical equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 80 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Must be able to transport equipment and tools, work in confined spaces when necessary, and occasionally stand for extended periods while observing or assisting with equipment installations and repairs.

Travel

Travel up to 50% throughout the United States and Canada is required to support field personnel, customer visits, installations, training, and operational needs.

Work Authorization

Documentation showing eligibility to work in the United States will be required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Alma, Inc. is Equal Opportunity Employment:

We're proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.

E-Verification:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.