Position Summary

The Senior Manager – Service Operations & Strategic Accounts will partner directly with the Director of Service Operations to lead, enhance, and standardize service delivery across all divisions. This individual will drive consistency in policy enforcement, process development, major account management, and special projects—while acting as the organizational go-to for telematics, customer support, and new technology integration.
 
 This is a high-impact leadership role with broad influence over service quality, customer satisfaction, operational standards, and future-focused service initiatives.

Key Responsibilities

Service Operations & Process Standardization

- Develop, roll out, and enforce consistent service processes, documentation standards, and policies across all company divisions.

- Collaborate with service managers to drive accountability, compliance, and performance improvement.

- Create tools and templates that simplify and standardize daily service tasks.

Major Account & Customer Relations

- Act as point of contact for key fleet and contract accounts, ensuring seamless service execution, escalated support, and proactive issue resolution.

- Lead new customer equipment orientations and onboarding.

- Deliver technical expertise in customer meetings, problem resolution, and product training.

Telematics, Technology & Special Projects

- Serve as the internal lead for telematics platforms (Carrier Lynx, Thermo King TracKing, etc.) – support setup, training, troubleshooting, and escalations.

- Lead special projects involving new service offerings, product lines, or customer pilots.

- Partner with OEMs and internal departments to drive technology integration and training.

Cross-Functional Leadership

- Collaborate with sales, warranty, dispatch, and technical support teams to align service execution with company standards and customer expectations.

- Assist with service department audits, KPI development, and continuous improvement initiatives.

Qualifications

- Minimum 15 years of experience in service operations, mechanical engineering, or technical account management (transport refrigeration, heavy equipment, or automotive industries preferred)

- At least 2 years in a people or project leadership role

- Strong working knowledge of fleet operations, contract service management, and technical diagnostics

- Familiarity with telematics platforms and remote monitoring technologies

- Excellent organizational, communication, and cross-functional leadership skills

- Proven ability to develop and enforce processes across a distributed team environment

- Veteran or military leadership experience is a plus

Key Competencies

- Customer Focused

- Process-Driven

- Technically Savvy

- Accountability-Oriented

- Strategic Thinker

- Results Driven