Service Operations Manager

Responsibilities

• Coordinate and manage daily service work orders from scheduling through completion
• Communicate with customers regarding service updates, timelines, delays, and next steps
• Dispatch and coordinate technicians across active service calls and preventative maintenance work
• Track open work orders, follow-ups, estimates, invoices, and parts requirements to ensure timely completion
• Help prioritize emergency, urgent, and time-sensitive service requests
• Support service documentation, job notes, photos, and work order accuracy through the ResQ platform
• Assist with estimate follow-up, invoicing coordination, and administrative service workflows
• Help maintain service SLAs, operational consistency, and customer satisfaction standards
• Identify operational bottlenecks and recommend process improvements as RSG scales
• Work closely with leadership to help build and improve day-to-day operational processes
• Support after-hours or emergency coordination when required

Requirements

• Highly organized and detail-oriented with strong operational follow-through
• Strong communicator who can remain calm and professional in fast-paced situations
• Comfortable managing multiple priorities, schedules, and customer needs simultaneously
• Customer-focused with strong problem-solving and relationship management skills
• Proactive, reliable, and comfortable taking ownership of operational tasks
• Comfortable working in an environment where processes are evolving and improving rapidly
• Interested in growing a career in operations, facilities management, or service delivery
• Experience in dispatch, facilities maintenance, customer operations, field service coordination, or similar operational environments preferred
• Comfortable using software platforms, mobile apps, and operational systems to manage work orders and communication
• Valid driver's license and ability to occasionally travel to customer or field locations if required
• Experience in commercial facilities maintenance or trades operations
• Experience coordinating HVAC, refrigeration, plumbing, electrical, or general repair services
• Familiarity with field service management or work order platforms
• Experience supporting preventative maintenance programs
• Experience in restaurant, hospitality, retail, or multi-site commercial environments
• Understanding of dispatching, scheduling, and technician coordination best practices
• Experience working in a startup or fast-growth operational environment
• Bilingual (English/French or English/Spanish) is a plus
• Want to learn more? 👀 Keep Reading!
• We are a mission-driven t

Benefits

Additional Information

ResQ is an all-in-one facilities 🛠️ management platform built for fast-growing facilities and trades businesses. Thousands of service companies trust ResQ to streamline their repair and maintenance operations while enhancing profitability. Our mission to "create economic empowerment for the service industry" drives everything we do. We are deeply committed to supporting local trades and facilities - the vital backbone of our communities. These unsung heroes pour years of grit, sweat, and sacrifice into building their companies, often facing significant challenges. Many local service businesses face intense competition from larger corporations equipped with substantial resources and market advantages. ResQ is changing that by providing local businesses with intelligent, AI-powered tools that enable these businesses to operate more efficiently, intelligently, and profitably. We believe that when local service businesses succeed, entire communities 🫶 thrive. That's why ResQ is dedicated to empowering the individuals who keep our world running smoothly. Keep reading to learn more about the problem we are solving for our customers! Hello Future ResQer 👋 ResQ has launched - ResQ Services Group - our in-house commercial service division focused on delivering HVAC, refrigeration, food equipment, electrical, plumbing, and general repair services across North America. As RSG continues to grow, we are looking for a Service Operations Manager to help build the operational foundation of the business from the ground up. This is an opportunity to join a fast-moving, tech-enabled service company where you will directly influence how service delivery, customer communication, dispatching, and operational execution scale over time. As a Service Operations Manager, you'll help drive the day-to-day execution of RSG's service operations. You'll work closely with technicians, customers, vendors, and leadership to ensure service work moves efficiently from request to completion. This is a hands-on operations role for someone who thrives in fast-moving environments, communicates clearly, stays highly organized, and enjoys solving operational problems in real time. You'll help coordinate scheduling, dispatching, customer updates, work order management, invoicing follow-through, and service quality while helping create structure and consistency as RSG grows.

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