Customer Service Operations Manager Jobs in Indiana

Position: Service Operations Specialist
Location: Cincinnati, OH
Reports to: Service Operations Manager

Career Track:Service Operations Leadership

Position Summary

Are you ready to enhance your career by ensuring seamless operations in our service operations department? We’re looking for a motivated Service Operations Specialist in our Indianapolis office. You’ll play a critical role in supporting the efficient and profitable operation of the service department by coordinating technician activity, managing service workflow, monitoring labor performance, and providing leadership and technical support to field technicians. The role serves as a primary operational link between customers, technicians, and service management while maintaining field leadership responsibilities.

• Manage and optimize daily technician scheduling based on skill set, location, workload, availability, and customer priority.
• Monitor active service calls and make real-time scheduling adjustments for emergencies, delays, and changing customer needs.
• Maintain visibility of open service work, sold-but-unscheduled work, and service backlog to ensure work moves efficiently from approval through completion.
• Monitor PM workload and upcoming labor requirements to identify capacity issues and support technician planning.
• Track estimated vs. actual labor hours on contract and spot work and proactively identify jobs at risk of exceeding budget.
• Monitor technician utilization and productivity and identify opportunities to improve available labor capacity.
• Track jobs delayed by parts, materials, customer approvals, or other operational issues and drive appropriate follow-up.
• Maintain visibility of aged repair quotes and outstanding customer approvals and coordinate follow-up as necessary.
• Prepare and send service repair quotes accurately and timely.
• Maintain accurate service-call, technician assignment, job completion, and operational performance data.
• Provide regular reporting to the Operations Manager on backlog, labor utilization, productivity, contract performance, and other key service metrics.

• Serve as a primary point of contact for field technicians regarding technical and operational issues.
• Provide technical guidance, troubleshooting support, and assistance with difficult service situations.
• Conduct regular technician check-ins and communicate performance concerns and opportunities to the Service Operations Manager.
• Mentor and develop technicians through coaching, training, and field ride-alongs.
• Conduct quality-control visits to ensure work meets company and customer standards.
• Assist with assigning technicians to contracts and service calls based on experience and technical capability.
• Reinforce company expectations including time entry, XOI usage, documentation, uniforms, safety, and other company initiatives.
• Assist with technician recruiting, interviewing, onboarding, and training.
• Support technicians with equipment surveys, job planning, specifications, and other technical requirements.
• Support technicians through monitoring & scheduling safety training and other safety needs

• Maintain effective communication between customers, technicians, service management, and other departments.
• Help resolve customer concerns and service issues quickly and professionally.
• Identify operational issues that could negatively impact customer satisfaction, labor efficiency, contract profitability, or service responsiveness.
• Work closely with the Operations Manager to continuously improve service processes, technician effectiveness, and overall department performance.

• Effective technician scheduling and utilization.
• Timely completion of PM, contract, and spot work.
• Control of estimated vs. actual labor hours.
• Reduction of aged and unscheduled service backlog.
• Timely movement of repair quotes and customer approvals.
• Technician productivity, development, and accountability.
• Quality of completed service work and customer satisfaction.
• Overall efficiency and profitability of service operations.

Key Responsibilities

• Scheduling & Coordination: Manage and optimize technician scheduling, assigning service calls based on skill set, location, and availability. Adapt to emergencies or delays as needed to meet customer needs.
• Customer Interaction: Act as the primary contact for customers, managing service requests, providing job progress updates, and resolving any inquiries or issues.
• Technician Support: Provide detailed job information to technicians, ensuring they are well-prepared to complete tasks effectivelyand efficiently.
• Job Monitoring: Track ongoing jobs, making real-time adjustments to schedules and handling emergency requests or changes incustomer needs.
• Data Management & Reporting: Maintain accurate records of service calls, technician assignments, and job completion data.Generate reports on service performance and technician productivity regularly.
• Quote Management: Prepare and send service repair quotes, ensuring accuracy and timely approval by customers.
• Contract & Spot Work Adherence: Monitor that estimated hours for contracts and spot work are adhered to, ensuring costefficiency and timeliness.
• Time Verification: Verify daily time entries by technicians for accuracy in job costing and payroll

Qualifications:

• Desire to support service coordination and operations.
• Strong organization and time management skills with the ability to prioritize tasks in a fast-paced setting.
• Excellent verbal and written communication skills for engaging with customers and team members.
• Desire to learn our service management software.