Service Operations Supervisor

Service Operations Supervisor - Rotating Equipment 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