Manager, Service Solutions

About the job opportunity

The Manager, Service Solutions is a critical position overseeing our service delivery processes for a best-in-class event resolution model across numerous industries, including healthcare, government, and education. Responsibilities include, but are not limited to, the deployment of effective processes, technologies, and structures to sustain and continuously improve performance; close collaboration with both internal and external (e.g., vendor) key stakeholders to deliver an exceptional customer experience; performance management against service key performance indicators; and talent development and workforce management to drive unparalleled service levels and employee engagement.  

Lead, Motivate, and Deliver an Exceptional Customer Service Experience 

Are you a strong leader who thrives in high-pressure environments with a restless drive for successful outcomes? Do you excel at problem-solving, mentoring teams, and delivering outstanding customer service? If so, we want you to join our team! 

As a Service Manager, you will lead team of Service Solutionists responsible for service-related outcomes and event resolution.  Your team is responsible for managing all non-preventive service events, working with a tenacity and unwavering drive to find the solutions our customers and their patient’s need, when they need it most.  Your team plays a critical role in building trust with both our customers and vendors, ensuring efficient service delivery.   

This is a leadership role that requires strong communication skills, problem-solving and troubleshooting techniques, and a passion for driving outcomes. You oversee daily operations, providing guidance, removing roadblocks, and creating a team-oriented environment (a culture of “We”).  This role requires a calm, strategic thinker who can balance daily operations, escalated demands, and continuous process improvements. 

*This is a hybrid role, Tue-Thu on-site at our Charlotte, NC office.

What you'll do

Team Leadership & Performance Management 

• Lead, mentor, and develop a team of Service Solutionists, fostering a high-performance and customer-first service model. 

• Create an outcome-based culture that is patient focused, quality driven, and solutions oriented. 

• Monitor team performance, ensuring adherence to Service Level Agreements (SLAs) and operational excellence. 

• Provide real-time coaching, training, and feedback to enhance team effectiveness. 

• Drive continuous improvement initiatives to streamline service processes and enhance efficiency. 

Escalation & Issue Resolution 

• Act as the primary point of contact for customer escalations, resolving complex service issues with urgency and professionalism. 

• Communicate with leadership, vendors, and customers to ensure swift problem resolution. 

• Identify patterns in escalations and implement proactive solutions to minimize future disruptions. 

Stakeholder & Vendor Management 

• Build strong relationships with internal teams, leadership, and external vendors to facilitate seamless service delivery. 

• Work closely with vendor partners to ensure timely and cost-effective service event resolutions. 

• Serve as a liaison between frontline service teams and executive leadership, providing data-driven insights and recommendations. 

Operational Oversight & Strategic Thinking 

• Oversee service event workflows, ensuring service requests are managed efficiently from start to finish. 

• Analyze service performance metrics, identifying trends and opportunities for operational improvements. 

• Develop and implement best practices to enhance the customer experience and optimize team effectiveness. 

Customer Communication & Relationship Building 

• Ensure timely, accurate, and empathetic communication with customers throughout the service process. 

• Work with teams to enhance customer satisfaction, proactively addressing service concerns before they escalate. 

• Drive a culture of ownership and accountability within the team to deliver top-tier service experiences. 

Compliance & Documentation Oversight 

• Ensure all service event documentation, including quotes, purchase orders (POs), field service reports (FSR), and supporting materials are properly managed, reviewed, and distributed to meet internal and regulatory requirements. 

• Verify that FSR requirements are met before submitting for vendor payments and customer records in a timely manner. 

Operational Excellence & Process Improvement 

• Act as the Quality Management System (QMS) representative for non-PM related processes / documentation. 

• Ensure adherence to Service Level Agreements (SLAs) and company service standards. 

• Identify opportunities to improve PM workflows, reducing delays and enhancing customer satisfaction. 

• Utilize data and performance metrics to drive informed decision-making and continuous service enhancements. 

What you'll bring

• 3+ years of experience in service management (preferably healthcare), call center operations, or customer support leadership. 

• Background in equipment servicing, vendor management, or contract service operations. 

• Proven ability to lead teams in a fast-paced, service-oriented environment. 

• Experience handling customer escalations and vendor coordination. 

• Experience working with CRM tools, service management systems, and Microsoft Office Suite. 

• Ability to analyze service trends, identify process gaps, and implement strategic improvements. 

Who we want to meet

• Strong Leader & Mentor – You have experience managing and developing high-performing teams. 

• Critical Thinker & Problem-Solver – You thrive in fast-paced, high-pressure environments and can navigate complex service situations with confidence.  You can navigate escalations, resolve service gaps, and drive continuous improvement. 

• Strategic Thinker – You understand how to balance day-to-day operations with long-term service improvements. 

• Customer-Centric – You prioritize customer satisfaction and build strong, trusting relationships.  You understand the importance of urgency, empathy, and clear communication in customer interactions. 

• Excellent Communicator – You can effectively engage with frontline staff, executive leadership, and customers, ensuring alignment and clarity. 

• Process-Driven & Organized – You have a knack for analyzing workflows and implementing improvements to enhance service delivery. 

• Calm Under Pressure – You excel at maintaining composure, even in high-stress, escalated service situations.