Service Operations Manager Job Wilmington area,Ohio USA,Management

Job Details:
Level: Management,

Job Location:

REMOTE 2026 - Wilmington, OH, Position Type:
Full Time, Education Level: 4 Year Degree, Salary Range:
Undisclosed, Job Shift: Day, Job Category:
Business Development, THE COMPANY

Equipment Management Service and Repair - EMSAR, headquartered in Wilmington OH, is a fast-growing national technical services company providing maintenance, repair and installation services to OEMs in the Healthcare, Laboratory, and Self-Service Kiosk. EMSAR’s Client-centric model enables the Company to customize and deliver the highest quality solutions to its blue-chip and emerging client base. EMSAR’s portfolio of services includes:

On-site technical field support, including maintenance & repair
Bench repair and remanufacturing
Installation
Call center
Contract manufacturing and logistics
FDA compliance and validation
Project management
Training and education

GENERAL DISCUSSION OF RESPONSIBILITIES, MISSION AND STRATEGY

We are looking for a Service Operations Manager who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our Clients. This role will support the company's mission,vision, and values.

The Service Operations Manager is responsible for ensuring operational success for multiple assigned Clients, following the EMSAR developed Client "playbook". This role will work closely with field operations management to establish complete understanding of all required documentation, training, Client SLA’s, contract terms, etc. to deliver exceptional service in accordance with the business requirements and the scope of work/service agreement. Additionally, this role will act as the primary operational point of contact with all assigned Clients.

Specific

Responsibilities Include:

Responsible for identifying and escalating trends that impact service delivery, contractual obligations and financial expectations.
Lead Client "playbook" development for new Accounts and Service Offerings
Oversee the education of internal teams on Client requirements
Oversee successful implementation and ongoing execution of Client service agreement or project
Track and measure EMSAR performance in relation to agreement terms and internal expectations
Retain and grow assigned accounts through excellent contractual delivery as well as relationship building to become "deep and wide" within an account
Assist with field resource planning as needed to support Client needs
Participate in regular Client business reviews
Assist in quoting new services or projects with existing assigned clients or potential new clients
Constantly evaluate our delivery and pricing models, making adjustments to both, to enable profitable growth
Additional responsibilities as requested by leadership

Managerial

Responsibilities Include:

Oversees, trains and mentors Account Engagement Manager associates
Carries out managerial responsibilities in accordance with the organization's policies
Serves as escalation and resource management when the need arises
Manage or delegate team projects

DISCUSSION OF PERSONAL CHARACTERISTICS AND FIT

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform successfully in this position.

Qualifications:

Minimum

Education and Experience:

Bachelor's Degree in business, management, or related technical field
5-7 years of client facing support or management
Strong/Confident interpersonal, oral and written communication skills
Intermediate proficiency with Microsoft Office Suite and other and cloud-based software

Preferred Qualifications:

Master's degree in relevant field
Project Management or PMI Certification
Knowledge of Sales Force / Service Max platform
Understanding of Service Level Agreements (SLA) and Key Performance…