Supervisor, Service Operations & Sales Support

This is a hybrid position, requiring onsite presence at our Clearwater, FL location on Tuesdays, Wednesdays, and Thursdays. Relocation assistance is offered.

The Supervisor, Service Operations & Sales Support is responsible for leading and overseeing service support functions that drive operational excellence, customer satisfaction, and service revenue growth. This role manages service delivery operations, service programs, loaner and demo equipment, service contract administration, repair and service quoting, customer and sales support, inventory and asset management, and field return processes. The Supervisor leads a service support team and collaborates closely with Sales, Field Service, Supply Chain, Operations, and customers to ensure seamless service execution and achievement of business objectives.

• Provide leadership support for service activities related to repairs, contracts, and service programs including field inventory
• Partner with sales teams to support customer opportunities and service-related revenue growth with loaner/evaluation equipment
• Ensure timely, accurate, and professional communication with customers and internal stakeholders.
• Manage the administration, entry, maintenance, renewal, and reporting of service agreements, warranties, and maintenance contracts.
• Ensure contract accuracy, compliance, and proper system documentation.
• Collaborate with Sales, Finance, and Service leadership to support contract renewal/new and business growth initiatives.

• Oversee the preparation, review, and delivery of service and repair quotations.
• Ensure quotes are accurate, competitive, and delivered within established service levels.
• Monitor quote activity, conversion rates, and turnaround times.
• Collaborate with engineering, service, and sales teams to develop customer-focused solutions.

• Manage loaner and demo equipment programs to ensure product availability, utilization, tracking, and customer support.
• Develop and maintain processes that support efficient execution of service programs.
• Monitor program performance and identify opportunities for improvement.

• Oversee field inventory, service inventory, and company-owned assets.
• Ensure inventory accuracy and accountability through established controls and processes.
• Manage product return, asset recovery, and disposition activities.
• Partner with Service Operations and Marketing teams to optimize inventory availability and utilization.

• Oversee service request backlog management from initiation through completion.
• Monitor service order status and proactively address issues impacting customer commitments.
• Ensure timely communication to customers/sales representatives regarding service repair status, parts availability, and order completion
• Serve as an escalation point for complex customer and operational issues.

• Develop and track key performance indicators (KPIs) related to service operations and sales support activities.
• Analyze operational data and identify opportunities to improve efficiency, customer satisfaction, and business performance.
• Prepare reports, dashboards, and business reviews for management.
• Lead continuous improvement initiatives and process standardization efforts.

• Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, or a related field required.

• Minimum 5 years of experience in service operations, customer service, service administration, or a related business function required.
• Minimum 2 years of supervisory or leadership experience required.

• Experience in aftermarket/service environments
• Analytical problem-solving and decision-making capabilities.
• Proficiency in ERP, CRM, and service management systems.
• Advanced Microsoft Office skills, particularly Excel.
• Ability to work effectively across multiple functions and levels within the organization.
• Strong leadership, coaching, and team development skills.
• Excellent customer relationship and communication skills.

This position is…