Service Operations Supervisor

Job Description:

• The Service Operations Supervisor is responsible for overseeing and coordinating service administration and support functions to ensure efficient, accurate, and high-quality execution of service operations.
• This role provides leadership across service coordination and administrative teams, ensuring workflows are standardized, scalable, and aligned with business objectives.
• The Supervisor evaluates processes, systems, and team responsibilities to identify opportunities for operational efficiency and improved service delivery.
• A key focus of this role is optimizing Microsoft Dynamics 365 (D365) Field Service to enhance system utilization, reporting accuracy, and overall operational performance.

• Provide day-to-day leadership and oversight of service administrative and coordination staff; balance workload and ensure timely, accurate execution
• Oversee service workflows including work order lifecycle, service request processing, and billing support while coordinating across dispatch and field teams
• Evaluate processes, team structure, and workflows to identify inefficiencies and implement improvements that reduce manual work and increase scalability
• Serve as a functional lead for D365; drive system adoption, improve data quality, and implement workflow enhancements and automation
• Oversee administrative processes including maintenance contracts, billing corrections, parts coordination, and service documentation
• Track and analyze key service metrics to identify trends, improve performance, and support decision-making
• Partner cross-functionally with field service, sales, and internal teams to ensure alignment and minimize service delays
• Act as escalation point for operational and customer issues, ensuring timely resolution and strong service experience

• 5+ years of experience in service operations, customer service, or field service support
• Experience coordinating workflows across multiple stakeholders
• Demonstrated ability to improve processes and drive efficiency
• Proficiency in Microsoft Office (Excel, Word, etc.) required
• Experience with ERP systems and service/work order management platforms (e.g., Microsoft Dynamics 365 Field Service) preferred

• Leadership or team lead experience
• Experience in manufacturing or service-based environments

• Process Improvement & Operational Efficiency
• Leadership & Accountability
• Organizational & Coordination Skills
• Data Analysis & Problem Solving
• Communication & Collaboration
• Customer Focus

• High School Diploma or GED required.
• Bachelor's degree preferred (Business, Operations, or related field).

We offer attractive, competitive compensation and benefits including, medical, dental, 401k, short-term disability, AD&D, tuition reimbursement, and more. If you take pride in your work and are committed to personal and professional success, let's talk. Please visit www.zobility.com to learn more.

Zobility is RGBSI's workforce management and staffing division. RGBSI is a multi-national corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India.