Automation Service Operations Manager

Service Operations Manager

Location: AdeptAg
Oberlin, Ohio, USA

Full-Time | Monday–Friday

About AdeptAg

AdeptAg is the North American leader in turnkey design, automation solutions, irrigation systems, and services for controlled environment production. We partner with growers to deliver innovative systems that drive efficiency, productivity, and long-term success.

About the Role

The Automation Service Operations Manager leads the Field Service, Remote Support, Parts, and Inside Sales teams, ensuring the delivery of high-quality technical service and support to customers.

This role is responsible for managing daily technical service operations, prioritizing customer needs, and ensuring timely and effective resolution of technical service and parts requests. The Automation Service Operations Manager plays a key role in optimizing resources, improving service performance, and maintaining strong customer relationships.

This position requires strong leadership, sound judgment in high-pressure situations, and the ability to balance competing priorities while consistently exceeding customer expectations.

Key Responsibilities

Service Operations Management
• Manage and coordinate service activities for automation equipment including conveyors, potting machines, transplanters, and related systems
• Develop and manage service schedules, making real-time prioritization decisions based on customer needs and team capabilities
• Evaluate incoming service requests and effectively triage and allocate resources
• Ensure timely and effective resolution of customer issues and service requests

Team Leadership and Development
• Supervise Field Service Technicians and Remote Support teams, providing guidance, training, and support
• Foster a high-performance, customer-focused team environment
• Support team development through coaching, performance management, and continuous improvement initiatives

Performance Management and Continuous Improvement
• Monitor service performance metrics including response time, resolution rates, and customer satisfaction
• Identify trends and implement process improvements to enhance service delivery
• Serve as the escalation point for complex service issues and decision-making

Cross-Functional Collaboration
• Collaborate with Sales, Engineering, and Project Management teams to ensure seamless customer support and solution delivery
• Align service operations with business objectives and customer commitments
• Support integration of automation systems and resolution of technical challenges

Customer Relationship Management
• Build and maintain strong customer relationships
• Address customer concerns promptly and professionally
• Ensure a high level of customer satisfaction through proactive communication and service delivery

Strategic Planning and Resource Management
• Make informed decisions when balancing competing priorities and limited resources
• Contribute to budgeting, forecasting, and strategic planning processes
• Identify service gaps, resource needs, and opportunities for operational improvement

Education and Experience

• Bachelor’s degree in Engineering or a related field preferred, or equivalent work experience
  • 5+ years of experience in a service management or operations leadership role
  • Experience in automation, manufacturing, or related industries preferred
  • Equivalent combinations of education and experience will be considered

Technical Skills and Competencies

• Strong technical knowledge of greenhouse automation equipment and systems or equivalent 
  • Excellent leadership and team management skills
  • Excellent communication and interpersonal skills
  • Strong organizational and time-management abilities
  • Ability to manage multiple priorities in a fast-paced environment
  • Sound judgment and decision-making skills under pressure
  • Strong problem-solving and critical thinking abilities
  • Customer-focused mindset with a commitment to service excellence

Compensation

• Competitive salary and benefits package, including 401(k) with company contribution, medical, dental, vision, company-paid life insurance, and additional voluntary benefits

Why Join AdeptAg

• Be part of a respected and growing North American organization
  • Work in a collaborative and leadership-focused environment
  • Play a key role in shaping service operations and customer experience
  • Contribute to an industry that supports essential food production

AdeptAg is committed to providing accommodations throughout the recruitment process in accordance with applicable accessibility legislation. If you require accommodation, please notify Human Resources and we will work with you to meet your needs.