Service Operations Manager

Operations Manager

The Operations Manager plays a critical leadership role within TUDI's Commercial Service team, driving operational excellence, revenue growth, and an exceptional customer experience. This position is responsible for leading service operations, developing high-performing teams, and ensuring alignment with company goals, safety standards, and best practices.

Responsibilities:

• Lead and manage department activities to achieve revenue goals and objectives while maintaining a strong customer focus
• Motivate, coach, and optimize the service team to consistently deliver a superior customer experience
• Execute established business plans to meet and exceed revenue goals
• Consistently administer company policies/procedures while leveraging employee engagement and establishing a culture of accountability
• Work closely and effectively with department managers and cross-functional teams to ensure seamless operations and communication
• Maintain high levels of customer satisfaction by investigating concerns, implementing corrective action and following-up with customers and assigned staff
• Continually monitor performance and develop strategy for optimizing service fulfillment and overall customer experience
• Identify bottlenecks that are impeding the efficient and timely completion of customer service needs and collaborate with Process Improvement team to determine proper resolution
• Manage strategic relationships with local trade schools to secure access to students and alumni
• Promote open, collaborative communication across all levels of the organization
• Reinforce safety standards by continually educating technicians on best practices and field safety
• Support employee engagement and job satisfaction through coaching and thorough annual performance evaluations
• Participate in management team meetings to help develop corporate growth strategy and address operational challenges
• Partner with the Recruiting team on the recruitment, onboarding, and retention of technicians and office support staff
• Lead and support in the ongoing training development program for field and office staff utilizing outside training vendors and Tudi University
• Oversee annual budgeting, planning, forecasting, and operating plans in collaboration with senior leadership

Founded in 1987, TUDI Mechanical Systems has grown into the premier mechanical, electrical and plumbing service contractor and trusted business partner in our defined market segment. Our ethics, strategies and business philosophies have led to consistent double-digit growth for the past 15+ years.