Service Operations Manager

SUMMARY

DI exists to relieve the world of mediocre experiences and to create remarkable ones. Our people make the remarkable possible through an unwavering display of uncommon commitment each day.

The Service Operations Manager is responsible for leading the day-to-day operations of DI's service organization across Technology and Fabrication. This role ensures service requests are efficiently routed, properly scoped, and successfully executed while delivering an exceptional client experience.

The Service Operations Manager partners closely with Sales, Technology, Fabrication, Supply Chain, and Estimating to coordinate service work, and improve operational effectiveness. This role is responsible for developing the operational foundation, leadership skills, and business knowledge necessary to grow the DI service business over time.

ESSENTIAL RESPONSIBILITIES/FUNCTIONS may include but are not limited to:

Client Service Leadership

• Serve as the primary point of contact for Technology and Fabrication service requests.
• Ensure clients receive timely communication and exceptional service throughout the service lifecycle.
• Coordinate resolution of client issues and escalate when appropriate.
• Build strong client relationships that encourage repeat service work.
• Gather client feedback and identify opportunities to improve the service experience.

Service Operations

• Manage daily service operations, including intake, scheduling, prioritization, routing, and execution.
• Coordinate service agreements, warranties, preventive maintenance, and repair requests.
• Ensure accurate documentation and workflow management in Salesforce, Wrike, and other business systems.
• Identify and implement operational improvements that increase efficiency and consistency.
• Monitor service workload, and response times.

Team Leadership

• Lead and support the Service team through coaching, development, and daily direction.
• Coordinate work across Sales, Project Management, Technology, Fabrication, Supply Chain, and Estimating to ensure efficient execution.
• Foster collaboration and accountability across cross-functional teams.
• Assist with hiring, onboarding, and developing team members.
• Promote DI's culture of servant leadership, ownership, and continuous improvement.

Business Support

• Support Sales in identifying service opportunities and recurring revenue.
• Lead service estimates, proposals, warranties, and renewals.
• Track service KPIs and provide regular reporting to Operations Leadership.
• Identify trends, recurring issues, and improvement opportunities.
• Support implementation of new service offerings, tools, and processes.

KNOWLEDGE/SKILLS/ABILITIES

• Working knowledge of technology systems, fabrication processes, and construction workflows with the ability to communicate complex technical concepts to both technical and non-technical audiences.
• Calm, professional demeanor with the ability to make sound decisions under pressure.
• Growth mindset with a passion for continuous improvement.
• Strong client relationship and communication skills.
• Excellent organizational and project coordination abilities.
• Demonstrated leadership and coaching skills.
• Strong problem-solving and decision-making capabilities.
• Ability to prioritize multiple competing priorities.
• Operational mindset with a passion for process improvement.
• Ability to collaborate effectively across multiple departments.
• Ability to service physical experiential installations (fabrication or technology).

EDUCATION/CERTIFICATIONS/EXPERIENCE

• Bachelor's degree in Business Administration, Operations Management, Engineering, Construction Management, Technology, or a related field (or equivalent experience).
• 5+ years of experience in service, operations, manufacturing, construction, or technology.
• 2+ years of leadership or supervisory experience
• Experience managing client relationships and coordinating cross-functional teams.
• Experience using ERP, CRM, or project management software preferred.
• Experience with technology installations and technical expertise is a plus.

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• The employee is occasionally required to reach with hands and arms and stoop, kneel, climb, crouch, or crawl
• The employee must be able to occasionally lift and/or move up to 50 pounds
• Specific vision abilities required for this job include close vision, distant vision, color vision, peripheral vision, depth perception and the ability to adjust focus
• Employee must be able to talk and hear

WORK ENVIRONMENTDue to our onsite Fabrication process, the work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. While performing the duties of this job, employee may be exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles and outside weather conditions.

INTERESTED IN JOINING OUR TEAM?

Permission to play at DI starts with the ability to be a team player, possess a positive attitude while under a tight deadline and demonstrate an uncommon commitment to your work. Please visit our website (www.dimin.com) to see some of the amazing work we do!

This is a salary (exempt) position. DI offers a full benefit package including Medical, Dental and Vision insurance along with Short and Long Term Disability, Life Insurance and Supplemental Accident, Critical Illness and Hospital Indemnity. Additionally, we offer a 401(k) with a match, Health Savings Account match, Paid Time Off (PTO), 7 paid holidays plus an employee chosen Floating Holiday annually, and paid Parental Leave.

New in 2026, Dimensional Innovations is employee owned through an Employee Stock Ownership Plan (ESOP). This Plan allows eligible employees to receive shares of company stock through company-funded contributions. Employees do not purchase shares directly; rather, allocations are made annually based on compensation and plan guidelines. Participants become vested over time according to the Plan's vesting schedule. The value of ESOP accounts is tied to the company's annual valuation and overall performance. Full details, including eligibility requirements, vesting schedule, and distribution provisions, are governed exclusively by the official ESOP Plan Document and will be shared with new hires through our Employee Self Service (ESS) online information portal which you will be able to access on your phone or a computer once you are officially employed.

In 2018, DI incorporated the Great Game of Business principles into the way we do things. The program is designed to create a business of business people, provide transparency into company performance and directly tie daily behavior to impact DIs performance. GGOB allows for the potential of quarterly bonuses as company goals are achieved.

Please submit a cover letter, resume and salary requirements. No phone calls please. For more information about working at DI and a full list of available opportunities, please visit https://dimin.com/about/careers.