Job Description

At Rotochopper, our machines transform waste into valuable products – and our people make it possible. We’re seeking a Service Operations Manager to be the bridge between customers, field service, and manufacturing. In this role, you’ll lead our service organization across people, processes, and systems to drive efficiency, build a high-performing team, and ensure customers receive fast, reliable support that minimizes downtime and maximizes satisfaction.

WHAT YOU’LL DO

• Lead, mentor, and develop the service operations team.
• Set clear performance goals, KPIs, and service standards (SLAs).
• Partner with sales, technicians, engineering, and parts to deliver seamless customer support.
• Oversee scheduling, escalation paths, warranty claims, and preventive maintenance.
• Optimize processes using Lean/Six Sigma principles to improve efficiency.
• Ensure accurate reporting and insights through CRM/ERP/service tools.
• Champion the Voice of the Customer in leadership discussions.
• Leverage new technologies (remote diagnostics, predictive tools) to enhance uptime and service quality.
• Ability to travel 10-15% of the time, for customer site visits.

QUALIFICATIONS

• Bachelor’s degree in business, engineering, or related field or equivalent experience.
• 6+ years of service operations leadership in heavy equipment, OEM, industrial, or automotive industries.
• Experience managing both onsite and remote teams.
• Strong process improvement skills (Lean, Six Sigma preferred).
• Expertise with CRM, ERP, and service management systems.
• Excellent leadership, communication, and problem-solving skills.
• Customer-first mindset with a focus on minimizing downtime and maximizing satisfaction.

Rotochopper is an EOE employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

WHY JOIN OUR TEAM:

We offer a competitive salary in the $85,000 to $105,000 range, based on experience and qualifications.

Beyond competitive pay, our market-leading benefits are designed to support your well-being. As an ESOP (Employee Stock Ownership Plan) company, we are proud to offer ownership opportunities to our employees. Our benefits package includes medical, dental, vision, and life insurance, along with short- and long-term disability coverage. We also provide a health savings account with a company match, a retirement plan with employer contributions through Vanguard, and access to the Granite Assistance Fund for support when it’s needed most. Additionally, we offer company-paid uniforms, allowances for safety PPE, and generous paid time off, including volunteer time off and paid holidays, to support rest, personal growth, and community engagement.

APPLY TODAY!

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