Job Title: Regional Service Operations Manager – Northern California
Job Summary:
The Regional Service Operations Manager (RSOM) is responsible for overseeing the day-to-day operations, performance, and safety of the service department within the designated region.
This role ensures the service team operates efficiently, delivering high-quality service and equipment setup for customers.
The RSOM manages the shop foreman, service and setup technicians, drivers, service writers, and warehouse personnel, ensuring seamless coordination of new equipment delivery, customer service, and repair work.
The position reports to the Regional General Manager and works closely with internal departments to achieve company goals.
Key Responsibilities:
Lead and manage all service personnel within the region, ensuring productivity, safety, and quality performance.
Oversee equipment setup, service, and repairs to ensure work is completed accurately and efficiently.
Coordinate with sales and customer service teams to prioritize equipment setup and service requests.
Monitor daily financial performance, set annual goals, and drive business decisions based on performance metrics.
Ensure all warranty claims, technical assistance requests, and service bulletins are handled promptly and accurately.
Provide clear and professional communication with customers regarding service issues, repairs, and delivery schedules.
Facilitate ongoing training and development for the service team to improve skill sets and performance.
Ensure compliance with local, state, and federal safety standards and maintain a safe work environment.
Collaborate with leadership on recruiting, training, and retaining service personnel.
Conduct regular performance evaluations and manage time-off requests and payroll approvals for service team members.
Manage the service department's inventory, tools, and vehicles to maintain operational efficiency.
Participate in off-site training, customer outreach events, and field days to foster strong customer relationships.
Travel to satellite locations as needed to support operations and maintain strong team engagement.
Qualifications:
High school diploma or equivalent; advanced education or technical training in mechanical repair, diesel engines, or hydraulics is a plus.
Minimum of 5 years of experience in a management or leadership role, preferably in a service or operations capacity.
Strong communication skills, both written and verbal, with a high level of professionalism.
Ability to read and interpret financial data to drive business decisions.
Proven ability to lead, motivate, and develop a high-performing team.
Working knowledge of repair processes, equipment setup, and service management practices.
Proficiency with computer systems and software for scheduling, reporting, and service coordination.
Valid driver’s license with a clean motor vehicle record.
Preferred Experience:
Previous experience as a Service Manager, Operations Manager, or similar role.
Familiarity with warranty claims, technical assistance processes, and service bulletin management.
Background in mechanical repair, diesel engine maintenance, or related fields is beneficial.
Work Environment:
This position requires on-site presence at a facility a minimum of four days per week, with travel as needed for training, customer support, and field events.
Ability to work in a fast-paced, team-oriented environment with a focus on safety and customer satisfaction.
About ESR Healthcare
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