Jobs in Buffalo Grove, IL

About the role

This position is required to be onsite, full-time, located at our corporate headquarters in Buffalo Grove, IL. The Service Operations Manager is responsible for leading and overseeing the Field Service, Depot Service and Client Relations teams across the U.S. and Canada. This role is accountable for delivering exceptional customer experiences, ensuring timely and accurate service, execution and billing, optimizing operational performance, and supporting the achievement of company objectives. This position serves as a key liaison between Service, Product Development, Customer Service Representatives (CSRs), Manufacturing, and Parts Procurement to ensure timely issue resolution and exceptional customer satisfaction. This role is expected to evaluate existing service operations and proactively develop scalable processes, systems, and best practices that improve efficiency, consistency, and the overall customer experience. This role requires both office-based and field-based work and may require travel up to 50%.

What you'll bring

• Education and Experience Required
• Excellent leadership and people management skills
• Strong mechanical and electrical troubleshooting abilities
• Microsoft Office proficiency (Word, Excel, PowerPoint, Outlook)
• Excellent organizational and multitasking abilities
• Strong written and verbal communication skills
• Positive attitude and collaborative team approach
• Ability to manage multiple projects and priorities in a fast-paced environment
• Experience managing service KPIs and performance metrics
• Strong customer escalation management skills
• Ability to analyze operational data and identify process improvements
• Must be able to transport equipment and tools, work in confined spaces when necessary, and occasionally stand for extended periods while observing or assisting with equipment installations and repairs.