Service Operations, Manager

Vixxo - Portland, OR

Full-time - Manager

Portland, OR

Administrative and Support Services

About the position

Vixxo is seeking a full-time Regional Service Operations Manager for the West Coast. This role involves directing and managing a team of field experts who perform on-site routine services, including installation, maintenance, and repair. The manager will oversee scheduling and training of field technicians, ensuring productivity, excellent customer service, and overall profitability in the assigned service territory.

Responsibilities

• Manage activity between the customer, coordinators, inventory, and service centers.
• Drive productivity and manage territory budget.
• Field monitoring of employees: interactions with customers, truck organization, and work habits on site.
• Manage escalated issues/calls.
• Arrange support and resources for technicians.
• Approval of timecards and plan and manage coverage, including nights, weekends, and holidays.
• Monitor and manage technician performance and quarterly review process.
• Hire and coordinate training of new technicians.

Requirements

• 5 years experience managing up to 30 geographically distributed field technicians.
• Demonstrated experience in providing exceptional customer support in a fast-paced environment.
• Ability to create a strong sense of cooperation and teamwork throughout the organization.
• Proven ability to lead, coach, delegate, and inspire in a positive and effective manner.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Applications including Excel, Outlook, and Word; experience with databases is a plus.
• A high degree of reliability, commitment, tenacity, teamwork, and creative energy to achieve success.
• Able to travel up to 50% overnight annually and be on-call.
• Bachelor's Degree or equivalent experience, preferably in business.
• Strong problem-solving skills and ability to read and interpret reports.
• Ability to multi-task.

Benefits

• Commitment to diversity and inclusion in the workplace.