Service Operations Manager

Job Description

Job Description

Position Overview

As the Service Operations Manager, you will be responsible for the planning, coordination, and execution of all service-related activities for our cryotherapy systems in the U.S. This includes the dispatching of service partners and technicians, overseeing installations, managing customer support cases, and ensuring a high standard of technical service delivery.

Key Responsibilities

• Coordinate and schedule all service, repair, and installation jobs across the U.S.

• Serve as the main liaison between customers, internal teams, and external service contractors.

• Manage incoming service requests and provide first-line technical support when appropriate.

• Monitor job progress, ensure adherence to timelines, and follow up on open service tickets.

• Maintain accurate records in our service management system (CRM/ERP).

• Assist with spare parts planning and logistics in coordination with the supply chain team.

• Support the onboarding and technical training of third-party service contractors.

• Ensure compliance with safety and technical standards during installations and repairs.

• Work closely with the German HQ and engineering team to resolve complex technical issues.

Qualifications

• Technical background required – ideally certified in HVAC/Refrigeration Technology, Electrical Engineering, or a related field.

• Minimum 3–5 years of relevant work experience in service coordination or technical field service.

• Experience working with mechanical and electrical systems; cryogenics or medical devices is a plus.

• Strong organizational and multitasking skills with attention to detail.

• Proficient in using service management tools, CRM systems, and Microsoft Office.

• Strong communication skills (written and verbal). German language skills are a plus but not required.

• Willingness to travel occasionally within the U.S. for key installations or audits.