Service Operations Manager
ESI was founded as a technical coffee service company in 1989; setting the standard for service quality and customer support in the specialty coffee industry. Our goal is to help our customers serve a high quality and consistently prepared coffee beverage through technical excellence.
The Service Operations Manager is a pivotal role within our technical service department, responsible for ensuring that daily operations run seamlessly. This position oversees the scheduling, coordination, and dispatch of service technicians across all markets, optimizing efficiency and delivering an exceptional customer experience. In addition, the Service Operations Manager works closely with the Service Director to provide critical support for day to day operations, performance monitoring, and operational flow. This leadership track role offers the opportunity to influence process improvements, support local service managers, and play a key part in shaping the future success of our service organization.
If you're looking for a rewarding career with excellent benefits and a supportive company culture, we want to hear from you!
The essential functions include, but are not limited to the following:
- Works closely with the Director of Service and regional service managers to ensure smooth scheduling, dispatch, and operations of the service department
- Manages workload and responsibilities of the National Service Coordinator and assists during times of high call volume
- Monitors and manages the status of all service calls from creation to completion to maintain SLA goals
- Supports regional service managers with daily operations and ensures clear communication with both team members and customers
- Keeps customer and asset information up to date in the ERP and field service databases
- Forecasts workload for 2–3 days out
- Follows up with customers about service calls, shop work, and other status updates as needed
- Manages shared service email inbox, ensuring all communication is professional and meets company standards
- Manages preventative maintenance programs by creating, scheduling, and coordinating PM jobs with customers, technicians and service managers
- Ensures third party installations are scheduled and completed in a timely manner
- Manages work flow and customer communication for service work in our shop
Minimum Qualifications
- 3+ years of service dispatch experience
- 1-2 years of management experience
- Excellent customer service skills via phone and email
- Ability to work in a dynamic environment as part of a team
- Strong organization and prioritization skills
- Familiarity with Google Workspace
Preferred Qualifications
- FieldAware knowledge a plus
- NetSuite knowledge a plus
- Experience with work order and invoice management via vendor portals: Salesforce, Ecotrak, etc.
- Previous experience in the technical mechanical repair industries
- Salary range of $65,000- 80,000 DOE
- Medical, dental and vision insurance.
- Retirement account matching.
- Generous vacation policy plus 8 paid holidays.
- Company-paid life insurance and long term disability.
- Our subsidized gym membership option.
- Ongoing career development and training on the job.
- Access to an entire coffee bar - be your own barista!
- Employee discounts on items from our product division, Intermix Beverage
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