Service Operations Manager

Job description

Job Summary: Manages the Service Engineering team responsible for supporting Catalyx’s installed customer base. Oversees daily operations including ticket queues, resource allocation, field dispatching, and SLA performance. Ensures the team delivers high-quality and timely technical support while balancing financial, physical, and human resources. Drives process improvements, service quality initiatives, and customer satisfaction metrics. Mentors engineers at all levels and maintains a culture of continuous learning, technical excellence, and cross-functional collaboration. Responsibilities and Duties: queue, prioritizing service work, coordinating engineer assignments, and planning field dispatch activities to ensure timely ticket resolution. between service, engineering, sales, and operations teams to drive effective resolution. customer satisfaction while identifying systemic delays or recurring service issues. leadership and stakeholders. supporting team growth and technical capability development. customer expectations, and Catalyx procedures while driving process optimization and continuous improvement across the service lifecycle. - Manage service engineering resources and w...