Position Summary
The Service Operations Specialist is responsible for owning and coordinating all non-technical aspects of service delivery. This role ensures technicians are fully prepared, parts and materials are available, and jobs move efficiently from scheduling through completion.
The goal is simple: remove operational friction, improve visibility, and create a scalable support system that allows service delivery to grow without disruption.
Key Responsibilities
Service Coordination & Scheduling
- Manage the weekly technician job schedule (excluding long-term planning such as PTO)
- Track part ETAs and communicate availability to technicians and account managers
- Provide real-time support to field technicians for parts, tools, and logistics issues
- Coordinate delivery or redirection of parts and tools to job sites
- Update job statuses once materials are ready for execution
Job Fulfillment & Closeout
- Ensure all service jobs are fulfilled, properly documented, and closed out in the system
- Maintain job flow from quote → execution → completion without delays
Inventory & Kitting
- Pick and kit all parts for service jobs prior to dispatch
- Maintain accurate inventory levels for:
- Service parts
- Tools
- Shop supplies
- Technician truck stock
- Ensure technicians have required materials staged and ready before jobs begin
Fleet & Equipment Management
- Schedule and track vehicle service and maintenance
- Maintain visibility into fleet readiness and compliance
Emergency Purchasing & Sourcing
- Source and procure parts for field technicians, including hard-to-find or urgent items
- Support same-day and emergency repair needs
Repair & Logistics Coordination
- Coordinate shipping and receiving, including outbound repairs (e.g., motors)
- Process oil samples and manage related logistics
Post-Service Feedback (PSIs)
- Conduct post-service interviews with technicians
- Capture feedback to improve future job execution and planning
Success Metrics
Success in this role is defined by:
- Technicians consistently arriving at jobs fully prepared
- Accurate and visible job status updates for account managers
- High job readiness (parts staged, inventory accurate)
- Minimal service delays caused by operational gaps
- Smooth job progression from scheduling to closeout
Career Path
This role is designed to evolve into a Service Operations Manager, overseeing a broader operational team and owning the full service delivery system.
