Head of Service Operations

Position Summary

We are seeking an experienced and strategic Head of Service Operations to lead and optimize all aspects of our service organization. This leadership role is responsible for driving operational excellence, customer satisfaction, team development, and continuous improvement across field service, technical support, parts operations, training, and customer experience.

The ideal candidate will be a hands-on leader who can build high-performing teams, improve service processes, and align service initiatives with broader business objectives while delivering exceptional customer support.

Key Responsibilities

Strategic Leadership

• Develop and execute service operations strategies that support organizational goals and growth initiatives.
• Establish and monitor key performance indicators (KPIs) to drive accountability, efficiency, and service excellence.
• Lead continuous improvement efforts focused on operational effectiveness, customer satisfaction, and scalability.
• Identify opportunities to improve processes, systems, and overall service performance.

Service Operations Management

• Oversee daily operations for field service, technical support, and parts departments.
• Ensure efficient scheduling, resource allocation, and work order management.
• Develop and maintain standardized service procedures, documentation, and best practices.
• Monitor service metrics, product quality trends, and customer feedback to drive improvements.

Customer Experience

• Ensure exceptional customer service through responsive and effective support.
• Oversee communications related to service requests, quotations, parts orders, warranty claims, and repairs.
• Manage escalated customer issues and critical service situations.
• Foster long-term customer relationships through proactive support and problem resolution.

Technical Service Leadership

• Provide leadership and technical guidance for installation, troubleshooting, diagnostics, and repair activities.
• Ensure teams maintain proficiency in interpreting technical manuals, schematics, and documentation.
• Support troubleshooting of automated systems, controls, and PLC-related issues when applicable.
• Promote best practices in service execution and technical problem-solving.

Cross-Functional Collaboration

• Partner with Sales to support customer demonstrations, product testing, trade shows, and application reviews.
• Collaborate closely with Operations, Warehouse, and Shipping teams to ensure seamless service delivery.
• Support organizational initiatives that improve customer outcomes and operational performance.

Team Leadership & Development

• Recruit, develop, and retain a high-performing service organization.
• Design and implement onboarding, training, and professional development programs.
• Conduct performance evaluations, coaching sessions, and corrective actions when necessary.
• Create career growth opportunities and succession planning within the department.

Parts & Warranty Management

• Oversee parts sales support, inventory coordination, and technical assistance.
• Manage warranty claims and resolutions to ensure timely and effective outcomes.
• Develop processes that improve warranty response times and customer satisfaction.

Safety & Compliance

• Ensure compliance with OSHA regulations and workplace safety standards.
• Promote a culture of safety, accountability, and continuous improvement.

Qualifications

Required

• Bachelor's degree in Business, Engineering, Operations Management, or a related field (or equivalent experience).
• 7 years of leadership experience in service operations, field service, technical support, or industrial equipment service.
• Proven experience managing multi-functional service teams.
• Strong operational, analytical, and problem-solving skills.
• Excellent communication, leadership, and interpersonal abilities.
• Experience developing KPIs, performance metrics, and process improvement initiatives.

Preferred

• Experience in manufacturing equipment, industrial machinery, automation, or capital equipment environments.
• Familiarity with PLCs, electrical controls, and mechanical troubleshooting.
• Experience with ERP, CRM, or field service management systems.
• Lean, Six Sigma, or continuous improvement experience is a plus.

COM 149
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.