We are seeking a highly motivated and experienced Technical Operations Manager to lead and manage our service operations. You will be responsible for ensuring the successful deployment, maintenance, and support of our in-service equipment at customer locations. This role requires a unique blend of technical expertise, project management skills, operational excellence, and customer service focus. The candidate will collaborate extensively with cross-functional teams to enhance overall operations.

Responsibilities:

• Deployment and Onboarding:
  • Lead the successful deployment of our units at customer locations, ensuring a smooth, scalable, and repeatable process.
  • Manage logistics and scheduling for customer service activities, including routing, scheduling, and resource allocation.
  • Assist with the development and implementation of standard operating procedures (SOPs) for deployment and startup readiness and execution.
• Service Management and Optimization:
  • Manage all aspects of service operations, including preventive maintenance, repairs, and technical support.
  • Develop and implement processes to maximize fleet efficiency and uptime, utilizing operational methodologies where applicable.
  • Track, monitor, and report on key service metrics, identifying trends and opportunities for continuous improvement.
  • Lead a team of service technicians, providing coaching, mentoring, and performance management.
• Technical Expertise and Support:
  • Provide accurate and timely technical assistance to customers in the proper operation and maintenance of our cleanroom equipment.
  • Analyze performance data and identify potential issues, working proactively with customers and cross-functional teams to resolve them.
  • Develop and improve diagnostic tools and services to enhance customer satisfaction and operational efficiency.
  • Stay up-to-date on the latest cleanroom technologies and best practices.
• Customer Focus and Relationship Management:
  • Build strong relationships with customers, ensuring their satisfaction and exceeding their expectations.
  • Manage communication with customers at all levels, fostering trust and transparency.
  • Proactively identify customer needs and concerns, taking initiative to address them effectively.
  • Drive continuous improvement efforts by gathering customer feedback and implementing solutions.

• 3 years of experience in service or maintenance operations
• Knowledgeable on environmental controls, HVAC, plumbing, and building automation systems.
• Experience in servicing a remote fleet and building systems to ensure operational excellence.
• Proven ability to manage complex projects and resources effectively, meeting deadlines and budget constraints.
• Preferred technical knowledge of cleanroom equipment and related systems, with an understanding of regulations and best practices.
• Strong communication, interpersonal, and leadership skills.
• Ability to work independently and as part of a cross-functional team.
• Passionate about customer service and continuous improvement.
• Bachelor's degree in engineering, science, or a related field preferred.
• Ability to travel 15-20%

Additional requirements: This is a full-time position. Employees are expected to work a general schedule of 8 hours per day, 5 days per week. Employees may be required to work beyond the standard schedule to meet the deliverables and expectations of the role. Employees working from home, like those in an office, should use their time wisely and constructively plan their day since there is limited daily oversight.