Service Operations Manager
Job Location:
Rosemont, IL - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
At Life Fitness / Hammer Strength were not just building equipmentwere shaping the future of fitness. As a global leader in fitness innovation we design and deliver high-performance reliable solutions that empower people around the world to live healthier lives. TheService OperationsManagerleads the administrative and operational support functions of our field service organization.
In this highly visible role you will oversee teams responsible for dispatching third-party technician coordination customer support and service reporting while driving operational excellence and customer satisfaction. This position is ideal for a collaborative and analytical leader who thrives in fast-paced environments values process improvement and is passionate about building high-performing teams and scalable service operations.
This is a hybrid position primarily based out of our Global Support Hub in Rosemont IL. Monday and Friday are remote with Tuesday through Thursday designated as in-office collaboration days. #LI-Hybrid
As our Service Operations Manager you will:
Operational Leadership
- Lead and manage daily operations ofmultiplefield service supportdepartments.
- Oversee dispatch scheduling service coordination and customer support activities.
- Develop and implement operational processes thatimprove efficiency and service deliveryand manage costs.
- Monitor workflow resource allocationcustomersatisfactionand service-related metrics asassignedtoensure operational goals are met.
- Collaborate with field service leadership to align support operations with businessobjectives.
- Align with sales leaders whenappropriate toensure back-end service functions are supportingfinishedgoods sales activities and customer engagement
Team Management
- Supervise and develop dispatchers coordinatorskey accountcustomer support staff and reporting personnel.
- Establish performance expectations and provide coaching training and performance feedback.
- Foster a customer-focused and collaborative team environment.
Service Coordination & Customer Support
- Ensuretimelyandaccuratescheduling ofboth direct and 3rdpartyfield technicians.
- Drive proactive communication with customersregardingappointments service updates and issue resolution.
- Escalate and resolve customer concerns in a professional andtimelymanner.
- Support continuous improvement of customer satisfaction metrics and service quality.
Reporting & Data Management
- Ensureaccurateservice documentation reporting and data integrity within service management systems.
- Analyze operational data KPIs and service trends toidentifyimprovement opportunities.
- Develop andmaintaindashboards and operational reports for leadership review.
- Monitor technician productivityutilization response times and SLA compliance.
Process Improvement
- Identifyand implement continuous improvement initiatives to streamline operations and reduce inefficiencies.
- Support implementation and optimization of field service technologies and systems.
- Establish andmaintainstandard operating procedures and best practices.
- Partner cross-functionallywith operationsdelivery& installsales supply chain and finance teams.
- Other projects and responsibilities as assigned
What Life Fitness / Hammer Strength is looking for in our Service Operations Manager:
Bachelors degree in Business Administration Operations Management Supply Chain or related field preferred; equivalent experience considered.
- 5 years of experience in field service operations service coordination dispatch management or related operational leadership roles.
- 3 years of leadership or people management experience.
- Strong understanding of field service operations scheduling and customer support processes.
- Experience with ERP CRM or field service management systemsspecifically oracle preferred.
- Experience with Power BI Tableau or other reporting/dashboard tools.
- Strong analytical organizational and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiencyin Microsoft Office Suite particularly Excel and reporting tools.
- Knowledge of service KPIs SLAs workforce management and operational reporting.
- Experience leading process improvement initiatives.
At Life Fitness / Hammer Strengthwe think customer firstplay as one team andraise the bar on fitness innovationin the gym and in every corner of our facilities. Wepersevere and get it done with a clear purpose toinspire each other to live healthier lives. If youre ready to bring out the best in people while powering the future of fitness manufacturing we invite you to apply.
Want to take the next step in your careerLife Fitness / Hammer Strength takes pride in our talented employees and believes in providing opportunities for further growth and advancement. We encourage you to test your strengths push your limits and unleash your potential. If you feel the position is right for you we invite you to apply. Well work with you closely to support you throughout the hiring process. If your CV/ resume shows that your skills and experience have synergy with the job description then well hop on a call to get to know you and your experience and discuss the position in more detail. If its not the right opportunity this time well always let you know.
Life Fitness / Hammer Strength offers a comprehensive package of benefits for full-time team members including but not limited to: a 401(k) savings plan with 4% employer match; medical dental and vision insurance parental medical and military leaves of absence paid time off including 12 paid holidays throughout the calendar year paid vacation days beginning at 13 days annually paid sick leave as provided under state and local paid sick leave laws company paid short-term disability and optional long-term disability health savings account health care and dependent care reimbursement accounts employee and dependent life insurance and supplemental life and AD&D insurance hospital indemnity; identity protection legal services adoption assistance tuition assistance commuter benefits employee discounts and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.
Life Fitness / Hammer Strength is an equal opportunity employer. All qualified applicants including individuals with disabilities and protected veterans are encouraged to apply. Life Fitness / Hammer Strength complies with all applicable federal state and local laws regardingemploymentrecruitment and hiring. All qualified applicants are considered for employment without regard to race color religion age sex sexual orientation gender identity national origin citizenship status disability protected veteran status or any other category protected by applicable federal state or local laws.
There continues to be a significant increase in phishing attempts across all industries where fraudsters are impersonating real employees and sending fictitious job offers to applicants in a scheme to obtain sensitive information. Please note that Life Fitness/Hammer Strength will never ask for your financial information at any part of the interview process including the post-offer stage and will only correspond through @ or @ domain email addresses or for U.S. opportunities.
Life Fitness/Hammer Strength does not accept applications inquiries or solicitations from unapproved staffing agencies or vendors.
Required Experience:
Manager
About Company
We’ve been fiercely committed to real results and meaningful innovations based on scientific insight and the tireless pursuit of fitness perfection.
