Job Title: Service Operations Manager Job Description
The Service Operations Manager leads the hardware repair and preventative maintenance operation for a medical device organization, treating it as a service business with full accountability for throughput, turnaround time, SLA performance, cost efficiency, and customer satisfaction. This role focuses on building and optimizing systems, processes, and accountability structures that enable a highly technical service team to scale reliably. As a key member of the Service Leadership Team, the manager collaborates closely with Product Management, Engineering, and peer Service Delivery functions to align operational capabilities with company goals and customer expectations.
Responsibilities
Oversee and lead end-to-end service operations to ensure key performance indicators such as repair turnaround times, throughput, SLA performance, first-time-fix rates, and cost per repair are consistently met or exceeded.
Manage day-to-day resource utilization while leading longer-term capacity planning and staffing decisions to support current and future service demand.
Manage the escalation of operational customer issues, ensuring timely resolution and clear communication to internal and external stakeholders.
Own the service unit economics by managing the team's annual expense budget, including labor utilization, parts spend, cost per repair, and service margins.
Oversee service parts inventory to minimize repair delays and ensure parts availability in alignment with service demand.
Oversee service invoicing to ensure accuracy, timeliness, and alignment with contract terms, service level agreements, and repair records.
Drive continuous improvement by developing and maintaining documentation, standard operating procedures (SOPs), work instructions, and operational protocols.
Extend operational standards and best practices to field-based team members and international distributors as needed to ensure consistent service quality.
Lead process improvement initiatives using Lean or equivalent methodologies to reduce cycle times, eliminate waste, and improve throughput and efficiency.
Partner with Product Management and Hardware Engineering to ensure operational readiness ahead of new product releases, including capacity, training, and process updates.
Serve as the operational representative in engineering change orders (ECOs) throughout the product lifecycle, ensuring changes are evaluated and implemented with operational impact in mind.
Partner with the Technical Lead to identify skill gaps within the service team and own the development and execution of training and development plans.
Ensure all service activities comply with applicable regulatory and quality standards, including ISO, FDA, and EU MDR requirements.
Support customer service and customer support activities by ensuring operational processes enable a high-quality customer experience.
Utilize service management platforms, CRM systems, and reporting tools to monitor performance, generate insights, and support data-driven decision-making.
Perform other duties as assigned to support evolving business and operational needs.
Essential Skills
Comprehensive knowledge of service operations management, including workflow design, capacity planning, and performance management systems.
Thorough knowledge of service unit economics, including cost per repair, labor utilization, parts spend, and margin management.
Thorough knowledge of service management platforms, CRM systems, and reporting tools used to manage service operations and customer interactions.
Thorough knowledge of Lean, continuous improvement, or operational excellence methodologies such as Lean or Six Sigma.
Working knowledge of regulatory and quality standards applicable to service operations in regulated industries, such as ISO, FDA, and EU MDR.
Ability to lead a highly technical team without being the technical expert by demonstrating strong operational leadership, sound decision-making, and credibility.
Ability to manage workforce planning and staffing decisions, including scheduling, utilization management, and headcount modeling.
Strong written and verbal communication skills with the ability to effectively engage technical, operational, and executive audiences.
Customer service orientation with the ability to support a high level of customer satisfaction.
Proficiency with computer systems and tools, including extensive computer use in daily operations.
Bachelor's degree in Business, Operations Management, Industrial Engineering, Supply Chain, or a related field, or equivalent experience.
At least 5 years of experience in service operations, field service management, or operations leadership, preferably in a technical, regulated, or capital equipment environment.
At least 2 years of supervisory or management experience with direct reports.
Additional Skills & Qualifications
Experience in medical devices, healthcare technology, or another regulated industry is preferred but not required.
Experience working with customer service and customer support functions to resolve operational issues and improve service delivery.
Experience implementing or improving service management platforms, CRM systems, and reporting tools.
Experience leading Lean, Six Sigma, or other continuous improvement initiatives to enhance operational performance.
Ability to collaborate effectively with Product Management, Engineering, and other cross-functional partners.
Ability to manage multiple priorities in a dynamic environment and adapt processes as the organization grows.
Strong analytical skills with the ability to interpret operational data and translate it into actionable improvements.
High attention to detail and accuracy, particularly in budgeting, invoicing, and performance reporting.
Why Work Here?
You join an established organization with a strong reputation and the agility to grow without the bureaucracy of a large corporation. You benefit from a long-term opportunity with full benefits and clear pathways for career growth. Your work directly impacts patient care, giving you the chance to make a meaningful operational impact while contributing to outcomes that matter.
Work Environment
This role supports service operations for medical device equipment and may involve physical activities such as reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, and occasional lifting and carrying of up to 50 pounds. The position requires finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, and color vision, along with effective written and verbal communication. Extensive computer use is required to manage service management platforms, CRM systems, and reporting tools. Domestic and international travel may be required, and candidates must be able to obtain necessary travel documents. Work outside normal business hours may occasionally be necessary to support business needs and meet service commitments.
Job Type & Location
This is a Permanent position based out of Kennewick, WA.
Pay and Benefits
The pay range for this position is $120000.00 - $140000.00/yr.
Dental, medical, vision, 401k, PTO
Workplace Type
This is a fully onsite position in Kennewick,WA.
Application Deadline
This position is anticipated to close on Jul 31, 2026.
About Aerotek
Aerotek® Inc. provides staffing and services solutions in manufacturing, logistics, construction, aviation, facilities and maintenance. We provide the expertise, solutions and people required to rise to the challenges of North American industry. Headquartered in Hanover, Md., Aerotek operates a unified network of over 200 offices across North America, supporting more than 18,000 clients each year. Aerotek is an Allegis Group company, the global leader in workforce and business solutions. To learn more, visit: Aerotek.com | 1-888-AEROTEK.
Aerotek offers weekly pay, employee benefits including medical, dental & vision, life insurance, health advocacy and employee assistance programs, a 401(k) plan, and employee discounts.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
San Francisco Fair Chance Ordinance:
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI):
We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
