Service Operations Supervisor

Description

Position Summary The Service Operations Supervisor - Rotating Equipment runs the service office for Relevant Solutions’ rotating equipment service business in Houston. This is the team that takes the customer’s call, gets the right technician to site with the right parts, turns the completed work into an accurate invoice, and keeps the customer informed at every step in between. Reporting to the Director of Houston Field Services, the supervisor leads the Senior Service Coordinator - Team Lead, the Service Coordinators, and the Service Support Technical Specialist, and is the daily point of contact between that team, the field service managers and technicians, the sales team, and the customer. The supervisor is the customer-facing leader of the service office: the named relationship owner for Houston rotating equipment service customers, the lead in resolving customer conflicts and complaints, and the bridge between the service office and the sales team - carrying what customers say, including their complaints, back to sales so that sales and service act on one view of the customer. The role is hands-on. The supervisor works the same systems as the team - Epicor P21, MSI ServicePro, and the Ingersoll Rand partner portals - and steps in on the hard cases: the emergency call that has to be dispatched now, the quote that needs to go out today, the invoice a customer is disputing, the warranty claim that has stalled. At the same time, the supervisor is accountable for how the office runs as a whole: that every request is logged and owned, that technicians are scheduled to full utilization, that work is quoted and billed to standard, and that nothing falls between the field and the office. Position Responsibilities Customer Intake, Scheduling & Dispatch

• Run the single front door for Houston rotating equipment service requests - phone, email, and portal - so that every request is logged in the service system, assigned an owner, and acknowledged to the customer the same day.
• Own the daily technician schedule: match each job to a technician with the right skills and certifications, sequence work to minimize travel and overtime, keep the schedule current as the day changes, and hold emergency capacity for breakdown calls.
• Make parts readiness part of dispatch - parts and materials confirmed, ordered, or kitted before a technician is sent - working with the Service Support Technical Specialist and the service buyer to protect first-time fix.
• Maintain a current view of open requests, scheduled work, and backlog for the Director of Houston Field Services and the field service managers; escalate capacity shortfalls and at-risk commitments before they become customer problems. Quoting & Work-Order-to-Invoice
• Own the quoting process for the Houston service office: field service managers determine the scope - parts required and technician hours - and the coordinators build, price, and issue the quote to the standard rate card, minimums, and approval thresholds. Hold the team to quote turnaround targets.
• Run the work order from approval to invoice: work-order creation, technician time and parts capture, service report review, and invoicing in Epicor P21. Review completed work daily so that it is billed completely, accurately, and promptly.
• Monitor and reduce unbilled work-in-progress and days-to-invoice; chase missing time entries, parts, and service reports with technicians and field service managers.
• Own invoice accuracy and the first-line resolution of billing disputes; partner with Finance on credits, collections support, and customer account issues. Service Contracts, Warranty & Remote Monitoring
• Administer Houston’s service agreements and preventive maintenance programs - entitlements, scheduled visits, billing schedules, and the renewal calendar - ensuring each scheduled visit is planned ahead of its due date and each renewal is worked ahead of expiration with the sales team.
• Ensure new service contracts are validated and set up correctly in Epicor P21 before the first visit is scheduled.
• Oversee Ingersoll Rand warranty administration - claims filed in Tavant, parts returned or dispositioned, and recoveries tracked to closure - and honor Relevant’s own warranty to customers consistently.
• Supervise the remote monitoring and reliability work carried by the Service Support Technical Specialist: Helix alerts on connected equipment, oil sample results, and the customer outreach and service response that follow from them; drive the connected-equipment percentage up over time.
• Administer subcontracted service work where Relevant does not self-perform - vendor setup, purchase orders, documentation, and pass-through billing. Customer Communication & Service Quality
• Be the customer’s single, named point of contact and relationship owner in the Houston service office. Know the key accounts and the people at them, visit customer sites regularly - after significant jobs, when a relationship needs attention, and alongside the sales team when asked - to confirm that the work landed well, hear what the customer needs next, and bring that back to the field and to sales. The expectation is that customers know the supervisor by name and that sales regards the service office as an asset in front of the customer. Represent Relevant as the face of the service office - in person at customer sites, by phone, and in writing - and set clear expectations with each key account on how to reach the office, how quickly requests will be answered, and who owns the issue.
• Set and hold the standard for proactive customer communication: appointment confirmation, technician en-route notice, completion summary, and follow-up - so that the customer hears from Relevant before they have to ask.
• Ensure every job closes with a complete digital service report - findings, photos, parts used, recommendations, and asset history - delivered to the customer promptly and retained in the system of record.
• Own the intake, escalation, and closure of customer complaints for the Houston service office; identify the root cause with the field service managers and close the loop with the customer. Log each complaint and its resolution in the service system.
• Take the lead in customer conflict resolution: when a customer is dissatisfied, a dispute arises, or friction develops between the customer and the field, step in directly and early - listen, acknowledge the issue, take ownership, coordinate the response across the field service managers, technicians, Finance, and sales, agree the resolution with the customer, and follow up to confirm it held. Escalate to the Director of Houston Field Services only when the resolution is outside the supervisor’s authority.
• Be the bridge between the service office and the sales team: hold a regular service–sales touchpoint on the key accounts to review open jobs, quotes, contract renewals, and customer concerns; join sales on customer calls and visits when asked; and make sure sales is never surprised by a customer issue.
• Feed customer complaints and feedback back to sales: report each significant complaint to the responsible account owner in sales promptly - what happened, the root cause, the resolution, and the customer’s sentiment - and summarize complaint themes, repeat issues, and at-risk accounts for sales and the Director of Houston Field Services at the monthly service meeting and ahead of renewals, quotes, and account reviews.
• Keep technician compliance administration current - customer-required credentials, safety training records, certifications, and screening programs - so that no job is turned away at the gate. Systems, Data & Reporting
• Act as the Houston service office’s power user of MSI ServicePro, Epicor P21 service and billing functions, and the Ingersoll Rand partner portals; train the team, maintain data standards, and raise system issues and improvement requests through the Service Operations Support Manager and IT.
• Maintain accurate customer, asset, contract, and pricing data for the Houston install base.
• Produce the weekly and monthly service office metrics - response, quote turnaround, schedule adherence, technician utilization, days-to-invoice, unbilled work-in-progress, invoice accuracy, warranty recovery, and contract renewals - for the Director of Houston Field Services and the Service Operations Support Manager.
• Track service fleet, tools, and test-equipment calibration status so that technicians arrive with compliant equipment. Operating Cadence & Alignment
• Run the daily dispatch huddle and the weekly service office review; contribute to the monthly service meeting with the service office’s metrics, open issues, and customer escalations, including complaint trends and the actions taken to resolve them. Ensure the meetings the office owns are short, decision-oriented, and acted on.
• Partner with the Service Operations Supervisor - Lafayette so that intake, scheduling, quoting, and invoicing run the same way at both rotating equipment service sites; share what works, adopt what works better, and raise differences that need a decision to the Director of Houston Field Services and the Service Operations Support Manager. Team Leadership
• Lead, schedule, and develop the Senior Service Coordinator - Team Lead, the Service Coordinators, and the Service Support Technical Specialist: set clear expectations, review work daily, coach to the standard, conduct regular performance reviews, and put a career development plan in place for each direct report and follow through on it.
• Cross-train the team so that intake, scheduling, quoting, and invoicing are covered through absences and peak demand; act on behalf of the team, and step into any coordinator role, when needed.
• Model the customer-focused standard for the office - responsiveness, ownership of a problem until it is closed, and no surprises for the customer or the field.
• Maintain a positive, professional working relationship between the service office and the field: resolve friction between coordinators, technicians, and field service managers quickly and directly.
• Act for the Director of Houston Field Services on day-to-day service office matters when he is unavailable - scheduling decisions, quote approvals within defined limits, and customer commitments - and keep him informed of what was decided. Key Performance Indicators
• Responsiveness - same-day acknowledgment of service requests, quote turnaround time, schedule adherence.
• Productivity - technician utilization (scheduled and billable hours versus available), overtime and travel time.
• Work-order-to-invoice - days from work complete to invoice, unbilled work-in-progress, time-entry and parts-capture compliance, invoice accuracy and dispute rate.
• Contracts & warranty - preventive maintenance visits completed on schedule, on-time renewal rate, warranty claims filed on time and recovered.
• Customer - complaint resolution time, service report delivery time, customer site visits completed, customer satisfaction where measured, repeat-complaint rate, complaints and feedback reported back to sales, service–sales touchpoints held.

Requirements

Position Requirements Experience & Education• High school diploma or equivalent required; associate’s or bachelor’s degree in business, operations, or a technical field preferred.• 5+ years in service coordination, dispatch, or service administration for an industrial equipment service business, including at least 2 years leading or supervising a coordinator or dispatch team.• Working knowledge of the work-order-to-invoice cycle for field service: quoting, work orders, time and parts capture, service reports, and invoicing.• Hands-on experience with a distribution or service ERP (Epicor P21 preferred) and with field service scheduling or dispatch software.• Experience with compressed air or rotating equipment service, OEM warranty processes (Ingersoll Rand preferred), and service contract administration is a strong plus.Capabilities & Competencies• Organized and calm under a high daily volume of calls, changes, and exceptions; resolves issues rather than routing them.• Customer-focused: thinks from the customer’s side of the call, communicates clearly, early, and often - in person, by phone, and in writing - and is comfortable in front of customers and alongside sales.• Skilled in conflict resolution and de-escalation: stays calm with an unhappy customer, listens before responding, takes ownership, and finds a resolution that works for the customer, the field, and the business.• Leads a small team by example and by standard: sets expectations, follows up, coaches, and holds people accountable while keeping the team’s trust.• Comfortable with numbers and systems - reads a schedule, a work order, an aging report, and a utilization figure and knows what to do about each.• Works effectively with technicians, field service managers, sales, Finance, and customers; direct, practical, and respectful.Other Requirements• Based on-site at Relevant’s Houston, TX service center. The role is office-based, with regular local travel to customer sites in the Houston area to check on satisfaction, oversee the office’s work in the field, and support sales.• Ability to accommodate a flexible schedule, including occasional early, late, weekend, or on-call coverage for emergency service. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.• Work is performed primarily in an office environment within an industrial service facility, with occasional visits to the shop floor and customer sites.• Regularly required to sit; use hands to handle or feel; reach with hands and arms; and talk and hear. Occasionally required to stand, walk, and lift or move up to 25 pounds.• Specific vision abilities required include close vision and the ability to adjust focus for extended computer work.• Must wear appropriate PPE when in the shop or at customer sites, as required per facility.