Operations Manager

The Operations Manager plays a key leadership role in the daily operation of a Reliable Door and Dock/Vortex Service Center, overseeing Service Technicians in the field, Warehouse Specialists and Service Coordinators in the office. This position ensures smooth coordination between the office and field crews to deliver prompt, high-quality service, and strong customer satisfaction.

The Operations Manager also serves as a project management lead for service and installation work, coordinating multi-step repair, replacement, and construction-related projects involving commercial dock equipment, high speed and specialty doors, overhead doors, and associated warehouse equipment. This role requires hands on technical knowledge of loading dock systems, high speed and specialty doors, overhead doors, and construction practices to effectively scope projects, support quoting accuracy, manage job timelines, and ensure work is completed safely and to Vortex quality standards. This role also leads the Certified Trainer program at the local level to develop technical talent and ensure consistent training across the team. The Operations Manager reports directly to the Site Leader and works closely with front office staff to support the center’s sales, service, and operational goals.

Key Responsibilities:

Field Operations & Technician Oversight

• Manage daily technician scheduling, dispatching, and job execution.
• Conduct morning meetings to prepare crews and ensure readiness, materials, and documentation.
• Monitor job performance, safety practices, and customer satisfaction.
• Support the development of technicians through coaching, ride-a longs, and performance feedback.
• Ensure proper vehicle upkeep, uniform standards, and tool/equipment readiness.

Certified Trainer Program

• Oversee the execution of the Certified Trainer (CT) program onboard and develop new technicians.
• Collaborate with assigned trainers to ensure high-quality instruction and skill-building.
• Manage warehouse organization and maintain appropriate inventory levels for job readiness and supervise Warehouse Specialists.
• Track training milestones and provide progress reports to leadership.

Front Office Coordination

• Supervise and coordinate with the Service Coordinators on job scheduling, material availability, and customer communication.
• Provides training on Servman ERP system, tablet usage, and other administrative functions on an as-needed basis.
• Assist with escalated customer issues and ensure resolution with professionalism and urgency.

Project Management & Technical Oversight

Lead planning and execution of complex service, repair, and installation projects involving loading docks, high speed and specialty doors, overhead doors, and related warehouse equipment.

• Provide technical guidance and field support to technicians performing dock equipment repairs and installations, high speed and specialty doors service and installation and overhead door service and installation.
• Review job scopes to ensure accurate materials, labor estimates, and timelines prior to scheduling.
• Coordinate project timelines among technicians, the sales team, vendors, and customers to ensure on-time completion and minimal operational disruption for clients.
• Conduct site assessments when necessary to support large repair jobs, equipment replacements, or construction-related service work.
• Monitor project progress, address field challenges, and ensure work is completed to safety, quality, and customer expectations.
• Maintain strong understanding of commercial dock equipment systems including levelers, restraints, seals, shelters, high speed and specialty doors and overhead doors.

Operational Support

• Manage warehouse organization and maintain appropriate inventory levels for job readiness.
• Coordinate incoming/outgoing material needs with technicians and front office staff.
• Support lean operations by identifying inefficiencies and implementing process improvements.
• Enforce safety policies and ensure compliance with OSHA and company standards.
• Report KPIs, job performance data, and staffing needs to the Regional Team Leader.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, qualifications, competencies, abilities, and any physical demands if required. Physical demands are representative of those that must be met by an employee to successfully perform the essential requirements of this job.

• 5+ years of operational leadership in a service, repair, or construction environment.
• Hands-on experience managing field crews and coordinating with office/admin teams.
• Strong understanding of job flow, quoting, materials, and scheduling in a skilled trade setting.
• Proficient in Microsoft Office; experience with service management or CRM systems is a plus.
• Strong interpersonal and communication skills.

Required Experience/Education/Training/Certifications:

To perform this job successfully, an individual must possess the outlined experience level, education, training, minimum years of experience, product, or industry knowledge plus any certifications to be considered.

• Proven people development and conflict resolution skills.
• Possess the ability for technical applications, mechanically inclined, and problem solving.
• Experience conducting meetings with exempt and non-exempt personnel and experience hiring, training, developing, and conducting annual performance reviews.
• Clear understanding and adherence to ethical principles, company values, code of conduct and policies.

Work Environment and Safety Equipment Required:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.

• Work is performed in an office and shop environments and requires the ability to operate standard office equipment and keyboards. Must have the ability to drive, walk, climb, kneel and carry.
• Noise level is moderate in an office and shop environment.