Service Operations Manager

About this role

THE COMPANY

Equipment Management Service and Repair - EMSAR, headquartered in Wilmington OH, is a fast-growing national technical services company providing maintenance, repair and installation services to OEMs in the Healthcare, Laboratory, and Self-Service Kiosk. EMSAR’s Client-centric model enables the Company to customize and deliver the highest quality solutions to its blue-chip and emerging client base. EMSAR’s portfolio of services includes:

• On-site technical field support, including maintenance & repair
• Bench repair and remanufacturing
• Installation
• Call center
• Contract manufacturing and logistics
• FDA compliance and validation
• Project management
• Training and education

GENERAL DISCUSSION OF RESPONSIBILITIES, MISSION AND STRATEGY

We are looking for a Service Operations Manager who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our Clients. This role will support the company's mission, vision, and values. The Service Operations Manager is responsible for ensuring operational success for multiple assigned Clients, following the EMSAR developed Client “playbook”. This role will work closely with field operations management to establish complete understanding of all required documentation, training, Client SLA’s, contract terms, etc. to deliver exceptional service in accordance with the business requirements and the scope of work/service agreement. Additionally, this role will act as the primary operational point of contact with all assigned Clients.

Specific Responsibilities Include:

• Responsible for identifying and escalating trends that impact service delivery, contractual obligations and financial expectations.
• Lead Client “playbook” development for new Accounts and Service Offerings
• Oversee the education of internal teams on Client requirements
• Oversee successful implementation and ongoing execution of Client service agreement or project
• Track and measure EMSA...