Job Description

Service Operations Manager

We're looking for a hands-on leader to take ownership of a field service operation supporting customers across the Baltimore area. This is not a shop manager role overseeing technicians in a garage. This is for someone who knows how to lead field technicians, manage a mobile workforce, build strong customer relationships, and drive operational performance across a large geographic area. If you've managed field service teams, mobile mechanics, or territory-based technicians, you'll feel right at home here. Apply today!

Benefits

• Competitive base salary with performance-based incentives
• Comprehensive health, dental, and vision benefits
• Paid time off and holidays
• 401(k) and additional company-sponsored benefits
• Long-term career growth with a stable, industry-leading organization
• Opportunity to lead an established service operation with significant autonomy
• Supportive, team-oriented culture focused on customer service and operational excellence

Responsibilities

• Lead day-to-day operations of a field service department supporting customers across a large territory
• Recruit, train, coach, and develop a team of field service technicians
• Manage technician dispatching, scheduling, territory coverage, and utilization
• Own service department performance including productivity, efficiency, response times, and customer satisfaction
• Build strong customer relationships and resolve escalated service issues
• Be present in the field supporting technicians and meeting with customers regularly
• Partner with parts, operations, and sales teams to improve service delivery and customer uptime
• Manage departmental budgets, labor performance, and service profitability
• Drive continuous improvement initiatives that increase efficiency and reduce downtime
• Promote a strong safety culture and ensure OSHA compliance

Requirements

• Experience leading field service technicians, mobile mechanics, or territory-based service teams
• Background managing a mobile workforce across a large geographic territory
• Proven ability to balance technician utilization, customer responsiveness, and operational efficiency
• Strong customer-facing skills with experience handling escalated service situations
• Experience with dispatching, scheduling, work order management, and service operations
• Exposure to budgeting, cost control, revenue growth, or service department financial performance
• Strong leadership skills with the ability to coach, develop, and hold remote employees accountable
• Comfortable working alongside technical teams and supporting customers in the field
• Knowledge of OSHA regulations and workplace safety requirements
• A natural problem solver who takes ownership, drives results, and leads from the front rather than behind a desk

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