Job Title: Service Operations Manager
Job Type: Full-time
Location: Hawthorne, NY (Hybrid)
Who Are We
Leviant deploys UV-C sanitization technology inside hospitals and hotels. Every device in the field represents a commitment to cleaner, safer environments. This role exists to keep that promise. A cleaner hospital is a safer hospital.
We move fast, hold ourselves to a high standard, and expect the same from the people around us. If you thrive with real responsibility, take pride in closing loops, and have a low tolerance for vague processes or dropped balls — read on.
The Role
This is a high-accountability, high-visibility role at the center of Leviant’s field operations. You will manage the full lifecycle of service requests — intake, triage, technician dispatch, parts coordination, documentation, invoicing, and closure.
Every service event contains valuable data. Recurring failures, error codes, and technician visits reveal insights about device performance. Your job is to capture those signals and translate them into improvements for product, service, and operations.
This role also includes time in the field. You will visit customer sites, shadow technicians, and speak with EVS teams and facility managers to understand how devices perform in real environments.
What You’ll Own
Service Intake & Triage
· Serve as the first point of contact for service requests
· Assess urgency and determine the fastest path to resolution
· Provide remote troubleshooting and escalate when needed
Technician Dispatch & Coordination
· Match service needs with the right technician and parts
· Coordinate scheduling and maintain clear communication with customers
· Ensure work is completed to Leviant standards
Parts & Inventory Management
· Track repair and consumable inventory
· Coordinate shipments so technicians arrive prepared
Salesforce & Documentation
· Maintain accurate service records
· Build a historical record for each device and customer site
· Track personnel changes at customer locations
Invoicing & Financial Accuracy
· Ensure work orders are complete and invoiced promptly
· Maintain financial accuracy across service operations
Continuous Improvement
· Lead weekly service reviews
· Identify patterns in field issues and communicate insights to engineering
· Improve internal service workflows
Field Presence
· Conduct site visits to observe device performance
· Build relationships with EVS teams and facility managers
· Bring field insights back to improve product and service quality
What We Require
· Relentless follow-through and ownership
· Strong organizational ability
· Fluency with CRM systems and productivity tools
· AI-forward mindset to improve workflows
· Clear professional communication
· Adaptability in hospital environments
· Strong collaboration across teams
Preferred Qualifications
· Experience in service operations or field coordination
· Experience managing technicians or service logistics
· Familiarity with inventory management and invoicing
· Experience with Salesforce or similar CRM platforms
· Experience implementing AI tools in workflows
· Healthcare, facilities, or hospitality operations experience
· Second language (Spanish, Russian, or French)
Leviant is an equal opportunity employer. We evaluate candidates based on ability, character, and drive.