Sr. Associate Manager, Service Operations

Job Description:

We are seeking a highly motivated and experienced Associate Manager, Service Operations to join our dynamic team, reporting to the Group Manager, Service Operations. The Associate Manager, Service Operations is responsible for driving operational excellence, process standardization, and systems adoption across the network of Milwaukee Tool Factory Service Operations. This role serves as the central coordinator for data management, system enhancements, operational processes, performance management, and continuous improvement initiatives, ensuring consistent execution of service standards across the network.

Working closely with Regional Service Managers, Service Center Branch Managers, Quality, Training, Engineering, Supply Chain, Customer Experience, Digital, IT and other cross-functional teams, the Associate Manager, Service Operations develops and implements standardized operating procedures, monitors performance metrics, and leads initiatives that improve productivity, repair quality, turnaround time, customer satisfaction, and cost efficiency.

The ideal candidate combines strong operational leadership, analytical skills, project management capabilities, and change management expertise to drive consistency and sustained performance improvements across multiple locations.

Duties & Responsibilities

People, Culture & Strategic Leadership:

- Foster Milwaukee Culture expectations with team to create empowered leaders and a one team mentality, and drive innovation and an always improving mindset to maximize organizational capacity and create a collaborative and high-performance team.

- Develop goals and self-evaluate performance toward achieving those goals.

- Drive cross-functional engagement with key business partners to achieve strategic objectives, exceed metrics and deliver on critical improvement projects.

- Assist in Service strategy development to support organizational initiatives, new product development and operational excellence.

Operations Standardization & Governance

- Develop, implement, and maintain standardized operating procedures (SOPs) across all service centers.

- Establish operational standards, workflows, and best practices to drive consistency throughout the repair network.

- Assist with operational audits to evaluate compliance with established standards and procedures.

- Identify operational gaps and implement corrective action plans to address deficiencies.

- Ensure consistent application of service policies, quality requirements, and repair processes.

Service Systems & Technology Management

- Serve as the business owner for service management systems and operational technologies.

- Support implementation, optimization, and adoption of service management systems, ERP platforms, and digital tools.

- Partner with IT and business stakeholders to identify process improvements and system enhancements.

- Develop training materials and support programs that improve user adoption and system utilization.

- Monitor system performance and data integrity across the network.

Performance Management

- Develop and maintain operational scorecards and performance dashboards.

- Analyze service center performance and identify opportunities for operational improvement.

- Monitor key operational metrics including:

- Repair Turnaround Time (TAT)

- Technician Productivity

- First-Pass Repair (Boomerang) Quality

- Warranty Expense

- Labor Utilization

- Customer Satisfaction

- Service Center Compliance

- Inventory Accuracy

- Lead regular business reviews with regional and service center leaders.

Quality & Continuous Improvement

- Identify opportunities to improve operational efficiency, quality, and customer experience.

- Facilitate root-cause analysis and corrective action activities for recurring operational issues.

- Drive standard work implementation across multiple service locations.

- Measure and communicate benefits realized from improvement initiatives.

Training & Change Management

- Support development and deployment of operational training programs.

- Coordinate communication and change management activities for new processes, systems, and initiatives.

- Work with training teams to ensure operational requirements are incorporated into technician and leadership development programs.

- Track training compliance and operational certification requirements.

Reporting & Analytics

- Develop executive-level reporting and network performance reviews.

- Provide actionable insights and recommendations based on performance trends.

- Support forecasting, capacity planning, labor modeling, and workload balancing initiatives.

- Assist leadership in making data-driven operational decisions.

Strategic Projects

- Support new service center launches, expansions, relocations, and integration activities.

- Develop operational readiness plans for new facilities and strategic initiatives.

- Coordinate cross-functional project teams and ensure successful project execution.

- Lead special projects as assigned by Service Operations leadership.

Education & Experience Requirements

- Bachelor’s degree or equivalent experience preferred. Preferably in Operations Management, Business Administration, Engineering, Supply Chain or business-related field.

- Minimum of three years experience in a Sales/Service/Operations/Manufacturing related field is preferred.

- Minimum three years supporting multi-site operations or service networks is preferred.

- Prior management experience is preferred.

- Experience implementing operational excellence or continuous improvement programs.

- Experience managing business systems, ERP platforms, CRM systems, or service management software.

- Experience developing operational reporting and performance metrics.

- Project Management certification (PMP or equivalent) preferred.

- Experience within power tool repair, industrial equipment repair, consumer products service, manufacturing service operations, or technical service environments.

- Must be proficient in computer skills and Microsoft Office applications.

- Must possess effective business communication skills, broad business perspective, and market savvy.

- Strong leadership and team management skills.

- Excellent problem-solving and decision-making abilities.

- Exceptional communication and interpersonal skills.

- Proficiency in operational management software and tools.

- Ability to work under pressure and manage multiple priorities.

- Must possess valid driver’s license.

- Ability to travel 25% of the time.

Milwaukee Tool is an equal opportunity employer.