Service Operations Manager

About Us:

SOLE has been providing gym quality exercise equipment to North America and abroad for decades, solidifying our name as a premier fitness equipment provider. As we continue to expand our presence globally, adding new international dealers regularly, we never forget our roots. SOLE was built on offering a robust product at an affordable price to fit anyone’s budget. We continue to strive for that excellence with guarantees and warranties that amplify our confidence in our products and commitment to our customers.

Job Description:

We are seeking a highly motivated and experienced Service Operations Manager to spearhead the development and management of our service operations division. The Service Operations Manager will be responsible for overseeing a team of 5-10 employees who handle service-related calls and emails, ensuring timely resolution of service issues, and maintaining high levels of customer satisfaction.

Key Responsibilities:

- Manage and lead a team of service representatives responsible for handling customer inquiries, service requests, and issue resolution via phone, email, and other communication channels.

- Utilize Spirit's CRM system to create and manage service tickets, track inventory levels, and dispatch service technicians to resolve on-site service issues.

- Build and maintain strong relationships with Independent Service Providers to ensure efficient service delivery and coverage across the designated areas.

- Collaborate with Dyaco to address service issues, product flaws, and facilitate parts ordering as necessary.

- Serve as the primary point of contact for escalations, providing expert guidance on diagnosing machine issues and implementing effective solutions.

- Develop and implement service policies, procedures, and best practices to streamline operations and improve overall service quality.

- Monitor key performance metrics, analyze trends, and implement continuous improvement initiatives to enhance the efficiency and effectiveness of the service operations.

- Conduct regular training sessions for service staff to ensure they are equipped with the necessary skills and knowledge to deliver exceptional service to our customers.

- Stay updated on industry trends, technology advancements, and product developments to remain an expert in diagnosing and resolving service-related issues.

Qualifications:

- Excellent leadership and people management skills, with the ability to motivate and inspire a team to achieve their goals.

- Exceptional communication and interpersonal skills, with the ability to effectively interact with customers, vendors, and internal stakeholders.

- Demonstrated problem-solving abilities and a proactive approach to addressing challenges.

- Bachelor’s degree in business administration, Operations Management, or a related field.

- Proven experience 5 years in a similar role, preferably within the fitness industry.

- Strong proficiency in Spirit's CRM system or similar service management software.

- Ability to thrive in a fast-paced environment and effectively prioritize tasks to meet deadlines.

- Technical aptitude and the ability to quickly learn and understand complex machinery and equipment.

- Certification in service management or related field.

Benefits:

Medical, dental, vision, 401K, PTO

Location: Salt Lake City

Company: Sole Fitness

Pay: $65,000-$75,000

If you are passionate about delivering exceptional service and have the skills and experience to lead a dynamic team, we encourage you to apply for the Service Operations Manager position. Join us in shaping the future of our service operations and driving customer satisfaction to new heights.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k) matching

Experience:

• Service Operations: 5 years (Preferred)

Ability to Commute:

• Salt Lake City, UT (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person