Service Operations Manager

**SHAPING THE FUTURE THROUGH INNOVATION AND DISCOVERY**

With a history spanning more than seven decades, Communications & Power Industries’ thousands of products have impacted people’s lives in numerous unseen ways every day. Our highly engineered products serve as the backbone of modern-day commercial and military communications systems, assist in diagnosing medical conditions, empower scientific discoveries and space exploration, and much more.

CPI is headquartered in Plano, Texas and is a global manufacturer of electronic components and subsystems. We have manufacturing locations in the United States, Canada, Europe, and Asia. With a heritage of technological excellence, our team serves customers in the communications, defense, medical, industrial, and scientific markets.

**WHAT WE OFFER**:
Whether you are a seasoned professional or just embarking on your career, CPI is an ideal place to expand your knowledge and expertise. We cultivate a healthy, dynamic, and team-oriented environment that empowers our employees to develop, create and deliver innovative, reliable technology solutions to power, connect, protect, and support a better tomorrow.

We offer our employees an attractive compensation package with competitive salaries and comprehensive benefits, including health and wellness programs, career development, generous retirement savings plan with company match and more

**YOUR DAY TO DAY**:
We are seeking a Service Operations Manager to join our Power Electronics team. The Service Operations Manager oversees the day-to-day operational performance of the aftermarket service organization, ensuring efficient delivery of repairs, spare parts, service contracts, and field support. This role drives operational excellence, manages cross-functional coordination, and ensures service levels meet or exceed customer expectations while optimizing cost and resource utilization.

**YOU WILL BE ACCOUNTABLE FOR/TO**:

- **Operational Leadership** - Manage daily operations across repair depots, spare parts logistics, and field service teams to meet turnaround time, quality, and cost targets.
- **Process Optimization** - Develop and implement service workflows, standard operating procedures, and continuous improvement initiatives to enhance efficiency and customer satisfaction.
- **Resource Management** - Plan and allocate staffing, tools, and equipment for service delivery, ensuring readiness for demand peaks and special projects.
- **Performance Management** - Track key performance indicators (KPIs) such as turnaround time, first-time fix rate, service revenue, and customer satisfaction.
- **Cross-Functional Collaboration** - Partner with Sales, Engineering, Supply Chain, and Finance to align service operations with business objectives.
- **Technology Enablement** - Leverage ERP, CRM, and service management platforms to improve data visibility, reporting, and forecasting accuracy.
- **Financial Oversight** - Manage service budgets, cost controls, and operational forecasting.
- **Customer Engagement** - Support escalated customer issues, ensuring timely resolution and proactive communication.
- **Compliance & Safety** - Ensure adherence to safety regulations, quality standards, and relevant certifications across service operations.

**YOU ARE THE RIGHT PERSON FOR THIS JOB IF YOU HAVE**:

- **Education**: Bachelor’s degree in Engineering, Business Administration, Operations Management, or related field or technical diploma.
- **Experience**:

- 5+ years in service operations, aftermarket support, or repair/maintenance management.
- Experience in communications, RF electronics, or medical equipment sectors strongly preferred.
- Proven track record of operational improvement and cost optimization.
- **Skills**:

- Strong leadership and team management abilities.
- Proficient in ERP and CRM systems (e.g., JDE, Salesforce, Microsoft Dynamics)
- Data-driven decision-making with strong analytical and problem-solving skills.
- Excellent customer relationship management and communication skills.
- **Certifications (preferred)**: Lean Six Sigma, PMP
- Must be able to meet CGP requirements

**WHO WE ARE**:
We value the unique and diverse skills, qualities, and backgrounds that each employee brings to CPI, and we respect each employee as an integral member of our growing team. CPI is committed to providing equal employment opportunities for all current and prospective employees, as well as to promoting a culture of inclusion and respect for everyone. We celebrate the innovation that diversity creates in the work environment, and we recognize that each employee brings their own unique capabilities, experiences, and perspectives to the organization. It is this variety that adds value to our teams, as well as to our stakeholders. We welcome and encourage applicants to reach their full potential with us.