Job Description

Description: Owns the service department end-to-end — from vendor and technician oversight to the systems that keep cases moving fast. Drives faster resolutions, tighter accountability, and a service culture built on urgency and clear communication. It's a hands-on leadership role for someone who thrives on turning a reactive department into a proactive, well-run operation.

Responsibilities:

• Ensure fast response and resolution times while reducing aging and unresolved cases
• Build and improve efficient, scalable service processes and workflows
• Hold vendors accountable to service standards and track vendor performance
• Monitor department KPIs, dashboards, and response/resolution timelines
• Train, support, and create accountability among service coordinators
• Improve tracking for parts, vendors, technicians, and warranties

• Proven leadership experience managing teams, workloads, and multiple priorities
• Highly organized, detail-oriented, and process-driven
• Calm under pressure with strong problem-solving and follow-through
• Strong communicator capable of handling escalations while holding vendors accountable

Experience Required

3-4 years