Service Operations Manager

**Job Description** **Job Title:** Service Operations Manager **Location:** Onsite **Reports to:** Director, Service **Salary Range:** $115,000 - $150,000, Commensurate with Experience This position is required to be onsite, full-time, located at our corporate headquarters in Buffalo Grove, IL. ** About Alma Lasers** Alma, a Sisram Medical company, is a global leader in medical-aesthetic technologies with over 25 years of experience in energy-based devices (EBD). Operating in more than 100 countries worldwide, Alma combines advanced technology, clinical expertise, and a holistic approach to aesthetic and wellness care. In the U.S., Alma Lasers is one of the most trusted brands among physicians, clinics, and consumers—delivering innovative, science-based solutions for skin rejuvenation, body contouring, hair removal, and other aesthetic applications. **Summary** 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. The Service Operations Manager is responsible for associate development, labor planning, workload management, customer support escalation, inventory coordination, and continuous improvement of service operations. 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%. **Essential Functions** *Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.* - Supervise, coach, train, and develop client relations associates, field service and depot service technicians. - Manage day-to-day service operations, including call center management, escalations and repair related activities associated with field or depot service (repairs, preventative maintenance, inspection, etc.). - Lead and develop the client relations team, ensuring a high level of customer satisfaction, responsiveness, and effective communication with customers throughout the service lifecycle. - Optimization of the call center and service organization utilizing advanced technology. - Oversee labor planning, associate scheduling, workload balancing, overtime management, and service resource allocation. - Support associate development through performance reviews, goal setting, technical training, and skill enhancement initiatives. - Ensure all technicians are fully trained on Alma products, including new technologies, software updates, and safety requirements. - Supervise mechanical and electrical installations while ensuring compliance with project scope, company procedures, and customer expectations. - Respond to technical support inquiries from customers and Client Relations Representatives (CSRs), providing guidance for troubleshooting and resolution of complex equipment issues. - Research and resolve repair issues through direct communication with Manufacturer, Product Development and Engineering teams. - Collaborate with Parts Procurement to maintain appropriate inventory levels and ensure timely ordering and delivery of service parts. - Complete and oversee weekly parts orders and inventory coordination activities. - Monitor and improve service turnaround times through process improvements and operational efficiency initiatives. - Inspect products returned to manufacturing and assist with Return Material Authori…