Service Operations Lead
Service Operations Lead
Posted on :
30-07-2025
Employer Active
1 Vacancy
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Job Description
Job Title: Service Operations Lead
STATUS: Full-Time Exempt
Location:Caldwell ID
Department:Service
Reports to: General Manager of Service
Travel: Up to 25% travel required across multiple states
Be the Difference with JTS Mission Critical Group!
At JTS Mission Critical Group we dont just hire employees we empower skilled professionals to drive real impact. Through our people-centered management approach we attract hire and retain exceptional individuals by fostering a culture where innovation thrives transparency is valued and resilience is key. Our core valuesHave Humanity Be Transparent Drive Innovation Be Resilient Always Reliable and Gritdefine the way we work and succeed together.
Come be a part of the MCG Way where your contributions matter your growth is supported and your career has purpose. Join us and help shape the future!
Job Summary:
The Service Operations Lead will be responsible for supervision of Parts & Service Coordinators and Service Operations Coordinators; operational coordination and on-time completion of projects and within scope and addition this role will oversee all aspects of designated projects which includes setting deadlines assigning responsibilities monitoring and summarizing the progress of the project.
Who You Are:
- A Natural Leader: You have a proven ability to lead and motivate teams bringing out the best in coordinators and cross-functional partners.
- Operationally Minded: You thrive in organizing people processes and prioritiesensuring parts and service operations run smoothly and efficiently.
- Project-Driven: Youre highly skilled at managing multiple projects simultaneously setting clear goals tracking milestones and delivering results on time and within budget.
- Detail-Oriented & Disciplined: You dont miss a beat when it comes to deadlines deliverables or project scope. You bring structure to complexity.
- Clear Communicator: Whether assigning tasks reporting progress or resolving issues youre able to clearly articulate expectations and outcomes to both team members and stakeholders.
- Customer-Focused: You understand how service operations impact the customer experience and consistently look for ways to improve responsiveness and satisfaction.
- Problem Solver: You handle challenges head-on identifying root causes and quickly implementing effective solutions to keep operations on track.
Key Responsibilities:
- Responsible for ensuring efficient and effective service delivery team management and maintaining customer satisfaction
- Full operational understanding of parts & service coordinator and service operations coordinator duties and responsibilities ensuring compliance with relevant standards
- Supervise parts & service coordinators and service operations coordinators
- Perform routine one-on-one meetings with team members evaluate performance & initiate disciplinary action as needed with guidance from leadership.
- Develop clear and comprehensive project plans spreadsheets and process maps to share internally and externally
- Initiate maintain and reconcile job related plans & costs in Dynamics database
- Handle complex customer inquiries & complaints aiming for timely effective resolution
- Monitor customer feedback & identifying areas of opportunity to enhance customer satisfaction
- Coordinate and manage relationships with internal resources team members vendors technicians & leadership to execute projects
- Ensure projects are delivered on-time within scope and budget;
- Maintain & direct detailed notes within the Dynamics database JetSi internal database including dates times and action items photos and work orders etc.
- Create and maintain all comprehensive project documentation pictures layout etc.
- Schedule and supervise all aspects of field service equipment installations and technician scope; Collaborate with Service Field Technician supervisor & leadership team
- Coordinate internal resources and third-party vendors for seamless execution of projects
- Other job-related responsibilities as assigned
Qualifications & Experience:
- High School Diploma or equivalent required. Some college in Business or a related field preferred
- Familiarity with a variety of field service concepts practices and procedures
- Ability to analyze situations identify solutions & make informed decisions is critical
- Ability to lead and direct the work of others to complete projects
- Deep understanding of customer service principles & best practices is necessary
- Ability to manage multiple tasks and have a problem-solving aptitude
- Strong attention to detail
- Excellent customer service skills
- Ability to proficiently use Microsoft Office suite products
- Excellent written and verbal communication skills
- Understanding of Enterprise Resource Systems (ERP) systems a plus
- Excellent communication skills both verbal and written
At JTS we take pride in producing high-quality American-madeproducts while providing a workplace where employees can thrive. With locations in Caldwell and Nampa ID and Abilene TX we offer a supportive fast-paced environment with excellent benefits and career growth opportunities.
What JTS Offers:
Competitive Pay Weekly pay
Time Off Generous PTO and 10 paid holidays
Comprehensive Benefits Affordable health dental and vision insurance
Retirement Savings 401k with a 4% employer match
Proudly American-Made Be part of a company committed to U.S. manufacturing
Wellness & Support Employee Assistance Program and Wellness Program
Career Growth Development opportunities to help you advance
Perks & Discounts Shoes for Crews and more
Engaging Culture Company events and a team-driven environment
Safety First Work in a fast-paced continuous-run manufacturing facility that prioritizes a Safety First culture.
Join a company that values quality hard work and the people who make it all happen. Apply today!
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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