Service Operations Manager

We are seeking a highly skilled Service Operations Manager to join our team in Oberlin, OH.

The Service Operations Manager will be responsible for leading the Field Service, Remote Support, Parts and Inside Sales teams. This role includes ensuring that the respective teams promptly address customer service and parts needs, and that there is a timely and effective resolution of issues. The role requires strong leadership and interpersonal skills, sound judgment in high-pressure situations, the ability to prioritize competing requests, and a focus on consistently exceeding customer expectations while optimizing resources. 

Who We Are

AdeptAg LLC is a leader in the controlled environment agriculture industry as an integrator of growing solutions for our customers both domestic and international. AdeptAg is constantly helping to meet the challenges of today’s growers with innovative and cost-efficient solutions.

Why Work for Us

Competitive Compensation Package, including Generous 401K (with Company Paid Contribution), Medical, Dental, Vision, Company Paid Life Insurance, Voluntary Life Insurance, Voluntary Accident Insurance and Disability Insurance.

Responsibilities:

Manage and coordinate service activities for automation equipment, including conveyors, potting machines, transplanters, and related systems.

Supervise a team of service technicians and remote support engineers, providing guidance, training, and support to ensure high-quality service delivery.

Develop and manage service schedules, making real-time prioritization decisions based on customer needs and team-member skill sets.

Continuously evaluate incoming service requests, triaging and allocating resources effectively to balance speed, quality and customer expectations.

Monitor service performance metrics, such as response time, resolution rates, and customer satisfaction, and implement continuous improvement initiatives.

Serve as the escalation point for complex service decisions, leveraging cross-functional collaboration to determine the best path forward.

Collaborate closely with sales, engineering, and project management departments to ensure seamless integration of automation solutions and timely resolution of customer issues.

Maintain strong relationships with customers, addressing their service needs promptly and effectively to uphold high standards of customer satisfaction.

Make informed trade-off decisions when resources are constrained, ensuring alignment with business goals, customer commitments, and safety standards. 

Contribute to strategic planning and budgeting processes by identifying service gaps, resource needs, and areas for process improvement.

Minimum Qualifications (Knowledge, skills, and abilities required)

Bachelor's degree in Engineering, or a related field; or equivalent work experience.

Proven experience (5+ years) in a service management role, preferably in automation, manufacturing, or related industries.

Strong technical knowledge of greenhouse automation equipment and systems.

Excellent leadership, communication, and interpersonal skills.

Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.

If you are a self-starter with a strong work ethic and a passion for excellence, we encourage you to apply for this exciting opportunity.