Service Operations Manager

THE COMPANY

Equipment Management Service and Repair - EMSAR, headquartered in Wilmington OH, is a fast-growing national technical services company providing maintenance, repair and installation services to OEMs in the Healthcare, Laboratory, and Self-Service Kiosk. EMSARs Client-centric model enables the Company to customize and deliver the highest quality solutions to its blue-chip and emerging client base. EMSARs portfolio of services includes:

- On-site technical field support, including maintenance & repair

- Bench repair and remanufacturing

- Installation

- Call center

- Contract manufacturing and logistics

- FDA compliance and validation

- Project management

- Training and education

GENERAL DISCUSSION OF RESPONSIBILITIES, MISSION AND STRATEGY

We are looking for a Service Operations Manager who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our Clients. This role will support the company's mission, vision, and values. The Service Operations Manager is responsible for ensuring operational success for multiple assigned Clients, following the EMSAR developed Client playbook. This role will work closely with field operations management to establish complete understanding of all required documentation, training, Client SLAs, contract terms, etc. to deliver exceptional service in accordance with the business requirements and the scope of work/service agreement. Additionally, this role will act as the primary operational point of contact with all assigned Clients.

Specific Responsibilities Include:

- Responsible for identifying and escalating trends that impact service delivery, contractual obligations and financial expectations.

- Lead Client playbook development for new Accounts and Service Offerings

- Oversee the education of internal teams on Client requirements

- Oversee successful implementation and ongoing execution of Client service agreement or project

- Track and measure EMSAR performance in relation to agreement terms and internal expectations

- Retain and grow assigned accounts through excellent contractual delivery as well as relationship building to become deep and wide within an account

- Assist with field resource planning as needed to support Client needs

- Participate in regular Client business reviews

- Assist in quoting new services or projects with existing assigned clients or potential new clients

- Constantly evaluate our delivery and pricing models, making adjustments to both, to enable profitable growth

- Additional responsibilities as requested by leadership

Managerial Responsibilities Include:

- Oversees, trains and mentors Account Engagement Manager associates

- Carries out managerial responsibilities in accordance with the organizations policies

- Serves as escalation and resource management when the need arises

- Manage or delegate team projects

DISCUSSION OF PERSONAL CHARACTERISTICS AND FIT

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform successfully in this position.

- Ability to roll up process details into an easily understood, impactful executive summary.

- Skill to facilitate large complex groups effectively

- Adept at quickly assessing and changing priorities, working on numerous projects at a time with a track record of working in a matrixed, shared environment

- Act with empowerment to think innovatively and creatively to provide clients solutions and improve EMSAR processes

- Ability to leverage networks and expertise to identify new business opportunities and/or ways to advance business practices for the good of the company, its employees, and its customers

- Expert communicator who can clearly and precisely communicate leading questions, instructions, and expectations via verbal and written methods to supported internal and external clients.

- Applied Change Management Experience.

Qualifications

Minimum Education and Experience:

• Bachelor’s Degree in business, management, or related technical field
• 5-7 years of client facing support or management
• Strong/Confident interpersonal, oral and written communication skills
• Intermediate proficiency with Microsoft Office Suite and other and cloud-based software

Preferred Qualifications:

• Master’s degree in relevant field
• Project Management or PMI Certification
• Knowledge of SalesForce / ServiceMax platform
• Understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)

Work Environment and Physical Demands:

• Ability to sit, stand, bend, and reach for long periods for time exceeding 4 hours.
• Ability to lift 40 pounds without assistance

Special Working Conditions:

- Available for overtime, on-call, stand-by, and after-hours responsibility.

- Must be available to travel as needed to support field team and Clients including up to 10% domestic and overnight travel.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. EMSAR retains the right to change or assign other duties to this position.

EMSAR is an equal employment opportunity employer and considers all applicants without regard to race, color, religion, national origin, ancestry, citizenship, gender, marital status, pregnancy, age, physical or mental disability, genetic information, military service status, or any other basis protected by federal, state or local law.

This Employer participates in E-Verify, a service of DHS and SSA.