Service Operations Manager in Cincinnati

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Job Description

Service Operations Manager

Meet Motz: The Motz Group has built performance for more than four decades. Founded in 1977 and serving the high-performance natural and synthetic turf markets, Motz is one of the world’s most recognized and highly respected turf system specialists. The culture at Motz is built on the culmination of people and planning, processes and problem solving, innovations and responsiveness, and the intense desire our passionate employee-owners have for creating win-win solutions. As a united team, we work relentlessly to bring all the elements of quality, consistency, innovation, and service perfectly together. We proudly stand behind our products and services to ensure long-lasting, prosperous relationships with our valued customer base. Focused on moving people to better lives, Motz aspires to continuously drive our industry forward and impact the customers and communities that we proudly serve. We are in search of The Motz Group’s next highly-motivated, employee-owner to join our growing team – is it you? Learn more about how the Motz Service Operations Manager role will help us continue to build performance and leave remarkable, lasting impressions!

Position Overview: As a growing, 100% Employee-Owned company, we are seeking a detail-oriented and team-focused Service Operations Manager to join our Motz365 team and help us deliver championship-quality projects with reliability and care. As the Service Operations Manager, you will oversee daily service schedules, aligning technician crews and resources to complete projects on time and with excellence. You will coach, support, and develop service technicians to strengthen performance, reinforce safety practices, and elevate customer satisfaction.

This role also plays a critical part in fostering cross-department collaboration, ensuring that every customer enjoys a seamless experience from scheduling through project completion. We’re looking for someone who combines strong operational leadership with a people-first approach, and who is passionate about driving continuous improvement while creating outstanding service experience for both customers and fellow employee owners.

Key Activities:

• Contribute as a member of the Motz Leadership Team by developing people, strengthening processes, and modeling our core values.
• Lead, mentor, and invest in the growth of Service Technicians to build confidence, skills, and ownership in their work.
• Ensure the delivery of championship-quality condition services for tracks and synthetic fields.
• Utilize Client Relationship Management (CRM) tools to track and elevate the repair service experience.
• Design, deliver, and reinforce training on technical skills that empower Service Technicians to perform at the highest level.
• Serve as a reliable point of contact for customer inquiries, partnering closely with the Director of Services to create remarkable experiences.
• Oversee and coordinate service equipment, trailers, and trucks in collaboration with the Resource Center Manager to keep operations running smoothly.
• Maintain and manage the turf and track repair list to ensure responsive and proactive service.
• Lead client maintenance equipment ordering and ensure on-time delivery to job sites.
• Align weekly service schedules by coordinating Service Technicians for both critical and non-critical repairs, including large-scale projects.
• Partner with Turf Care Experts to schedule condition services and ensure seamless handoffs.
• Drive operational excellence by coordinating fulfillment and scheduling of special services.

Skills Required:

• Strong verbal communication skills with the ability to build trusted relationships both inside and outside of Motz.
• Proven ability to deliver championship-quality customer service that leaves a remarkable impression.
• High attention to detail with the focus and follow-through needed to ensure reliable outcomes.
• Self-motivated and proactive, bringing an ownership mindset and vision for growing the business.
• Successful track record of leading and developing teams, including managing multi-site projects with excellence.
• Proficiency in Microsoft Office (Word, PowerPoint, Excel, Projects, Outlook) and ability to adapt to new systems and tools
• Experience with CRM systems for prospect and customer tracking ( Microsoft Dynamic CRM)
• Overnight travel required <25% of the time
• Fits well in our culture of accountability, trust, and fairness

Professional Qualifications:

• Bachelor’s degree from an accredited college in a supporting field of study or equivalent years of experience
• 5+ years of Construction management experience

Employment Classification Level: Exempt

Equal Opportunity Employer

The Motz Group is proud to be an Equal Opportunity employer. We prohibit discrimination and harassment of any kind based on , , , , , , , , , genetic information, veteran status, , or any other protected characteristic as outlined by federal, state, or local laws. We believe in equality for all and celebrate the of our employees, customers, and communities. We believe this increases creativity, innovation, and enables engaged teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued, and respected.

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