Business Operations Service Manager

About Welch Equipment 

Welch Equipment Company is the premier provider of material handling solutions and represents equipment from the world's #1 manufacturers. Our culture of continuous improvement, or Kaizen, is embedded throughout the organization and is only one of the many “tools” to our success in supporting our employees. 

 
Our core values are: 

• Customer Commitment 
• Integrity & Accountability 
• Teamwork 
• Respect 
• Act with Urgency  

Our goal is to provide our employees with the tools needed to build a successful career, not just a job. We provide top notch support for our technicians in the form of manufacturer training, tech support, field service supervisors, on the job training in a controlled environment, cutting-edge technology and leaders trained to support. 

We are seeking employees who are ready to join a culture of continuous improvement, positive attitude, and servant leadership. If that’s you come build your career with us at Welch Equipment Company and let’s continue to set the standard! 

Benefits 

• Low-cost Medical, Dental, Vision insurance 
• STD, LTD, and Life insurance 
• Paid Sick Leave and PTO 
• 401(k) match 
• Compensation Range: $120,000 - $140,000 annually

Description of Role

The Business Operations Service Manager is responsible for driving operational excellence, consistency, and financial performance across the service organization. This position provides direct leadership for Colorado dispatch operations and Colorado Service Coordinators while partnering with Service Managers across all regions to improve service execution, customer coverage, profitability, and operational efficiency. 

The role serves as the primary owner of service-related business systems, contract profitability review, warranty administration, work-in-process management, incentive reporting, and operational analytics. The Business Operations Service Manager works closely with Field Service Managers (FSMs), Service Managers, Dispatch, Accounting, Sales, and Executive Leadership to ensure the service organization achieves its financial, operational, and customer experience objectives 

Essential Job Functions 

• Provide direction and oversight to the Colorado dispatch team to maximize technician utilization, responsiveness, and customer satisfaction. 
• Partner with Service Managers across all regions to drive best practices and operational consistency. 
• Support organizational initiatives focused on productivity, safety, profitability, and customer retention 
• Own and oversee warranty administration for the entire service organization. 
• Ensure warranty claims are submitted accurately, timely, and in compliance with manufacturer requirements. 
• Monitor warranty recovery performance and identify opportunities to improve reimbursement rates. 
• Partner with Service Managers, FSMs, and Administrative teams to resolve warranty-related issues and disputes. 
• Serve as the corporate owner of the CFPM (Comprehensive Fixed Priced Maintenance Program) process. 
• Conduct monthly reviews of all CFPM agreements company-wide. 
• Review contract costing, coverage levels, profitability, and risk exposure. 
• Work with Service Managers and FSMs to ensure proper execution of contract obligations. 
• Identify contracts with unfavorable performance and develop corrective action plans. 
• Support pricing recommendations, renewals, escalations, and coverage modifications. 
• Review customer-specific and dealer-specific coverage requirements to ensure alignment with business objectives. 
• Maintain executive-level oversight of company-wide Work-In-Process (WIP) 
• Partner with Service Managers and FSM teams to improve billing velocity and work order completion. 
• Identify trends impacting WIP performance and implement corrective actions. 
• Monitor aging work orders, open labor, parts delays, and billing obstacles. Work with those teams accordingly. 
• Facilitate regular WIP reviews and accountability meetings. 
• Act as the Service Department business owner for the Squint platform. 
• Drive adoption and utilization throughout the organization. Others will support from IT, Sales,  
• Identify opportunities to improve communication, standard work, accountability, and operational execution. 
• Coordinate enhancements and process improvements with internal stakeholders. 
• Serve as the Service Department business owner for Hive. 
• Ensure reporting accuracy, process compliance, and operational effectiveness. 
• Collaborate with leadership teams to maximize system utilization and workflow improvements. 
• Support integration of Hive data into service management decision-making processes. 
• Lead reporting and administration of all technician service-related bonus and incentive programs. 
• Maintain accuracy of performance metrics used for compensation calculations. 
• Develop and distribute operational performance reports for Service Managers and leadership. 
• Partner with Finance and Human Resources to validate and communicate bonus-related performance measurements. 
• Analyze departmental performance indicators including WIP, Tech Productivity, Efficiency, Warranty Recovery, Profitability, Dispatch Performance, Customer Response Times, and more 
• Develop reporting and dashboards that support data-driven decision-making. 
• Lead continuous improvement initiatives focused on operational efficiency and profitability. 
• Promote accountability through metrics, reviews, and action planning. 
• Ability to work in a constant state of alertness and safe manner 
• Additional duties as assigned 

Education and Experience 

• Bachelor's degree in Business, Operations, Management, or related field preferred. Equivalent industry experience will be considered. 
• 5+ years of service management or operational leadership experience. 
• Experience managing service dispatch functions. 
• Experience leading managers and multi-location teams. 
• Strong understanding of service financials, contract management, and warranty processes. 
• Experience with KPI development, reporting, and operational analytics. 
• Experience within material handling, industrial equipment, heavy equipment, automotive, or related service industries preferred. 
• Leadership and team development 
• Financial and operational analysis 
• Strategic planning 
• Process improvement 
• Conflict resolution 
• Customer relationship management 
• Project management 
• Data-driven decision making 
• Strong communication and presentation skills 
• Advanced Excel, Power BI, and service management software proficiency