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Service Operations Lead

Caldwell, ID

Full Time

Mid Level

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Job Title: Service Operations Lead

STATUS: Full-Time, Exempt

Department: Service

Reports to:  General Manager of Service

Travel: Up to 25% travel required across multiple states

Be the Difference with JTS | Mission Critical Group!

AtJTS|Mission Critical Group, we don’t just hire employees, we empower skilled professionals to drive real impact. Through ourpeople-centered management approach, we attract, hire, and retain exceptional individuals by fostering a culture where innovation thrives, transparency is valued, and resilience is key. Our core values—Have Humanity, Be Transparent, Drive Innovation, Be Resilient, Always Reliable, and Grit—define the way we work and succeed together.

Come be a part of theMCG Way, where your contributions matter, your growth is supported, and your career has purpose.Join us and help shape the future!

Job Summary:

The Service Operations Lead will be responsible for supervision of Parts & Service Coordinators and Service Operations Coordinators; operational coordination and on-time completion of projects, and within scope and budget. In addition, this role will oversee all aspects of designated projects, which includes setting deadlines, assigning responsibilities, monitoring, and summarizing the progress of the project.

Who You Are:

+ A Natural Leader: You have a proven ability to lead and motivate teams, bringing out the best in coordinators and cross-functional partners.

+ Operationally Minded: You thrive in organizing people, processes, and priorities—ensuring parts and service operations run smoothly and efficiently.

+ Project-Driven: You’re highly skilled at managing multiple projects simultaneously, setting clear goals, tracking milestones, and delivering results on time and within budget.

+ Detail-Oriented & Disciplined: You don’t miss a beat when it comes to deadlines, deliverables, or project scope. You bring structure to complexity.

+ Clear Communicator: Whether assigning tasks, reporting progress, or resolving issues, you’re able to clearly articulate expectations and outcomes to both team members and stakeholders.

+ Customer-Focused: You understand how service operations impact the customer experience and consistently look for ways to improve responsiveness and satisfaction.

+ Problem Solver: You handle challenges head-on, identifying root causes and quickly implementing effective solutions to keep operations on track.

Key Responsibilities:

+ Responsible for ensuring efficient and effective service delivery, team management and maintaining customer satisfaction

+ Full operational understanding of parts & service coordinator and service operations coordinator duties and responsibilities, ensuring compliance with relevant standards

+ Supervise parts & service coordinators and service operations coordinators

+ Perform routine one-on-one meetings with team members, evaluate performance & initiate disciplinary action as needed with guidance from leadership.

+ Develop clear and comprehensive project plans, spreadsheets, and process maps to share internally and externally

+ Initiate, maintain, and reconcile job related plans & costs in Dynamics database

+ Handle complex customer inquiries & complaints, aiming for timely effective resolution

+ Monitor customer feedback & identifying areas of opportunity to enhance customer satisfaction

+ Coordinate and manage relationships with internal resources, team members, vendors, technicians & leadership to execute projects

+ Ensure projects are delivered on-time, within scope and budget;

+ Maintain & direct detailed notes within the Dynamics database, JetSi internal database, including dates, times, and action items, photos and work orders, etc.

+ Create and maintain all comprehensive project documentation, pictures, layout, etc.

+ Schedule and supervise all aspects of field service, equipment installations and technician scope; Collaborate with Service Field Technician supervisor & leadership team

+ Coordinate internal resources and third-party vendors for seamless execution of projects

+ Other job-related responsibilities as assigned

Qualifications & Experience:

+ High School Diploma or equivalent required. Some college in Business or a related field preferred

+ Familiarity with a variety of field service concepts, practices, and procedures

+ Ability to analyze situations, identify solutions & make informed decisions is critical

+ Ability to lead and direct the work of others, to complete projects

+ Deep understanding of customer service principles & best practices is necessary

+ Ability to manage multiple tasks and have a problem-solving aptitude

+ Strong attention to detail

+ Excellent customer service skills

+ Ability to proficiently use Microsoft Office suite products

+ Excellent written and verbal communication skills

+ Understanding of Enterprise Resource Systems (ERP) systems, a plus

+ Excellent communication skills both verbal and written

At JTS, we take pride in producing high-quality,American-made products while providing a workplace where employees can thrive. With locations inCaldwell and Nampa, ID, and Abilene, TX, we offer a supportive, fast-paced environment with excellent benefits and career growth opportunities.

• What JTS Offers:

• Competitive Pay – Weekly pay

•️ Time Off – Generous PTO and10 paid holidays

• Comprehensive Benefits – Affordablehealth, dental, and vision insurance

• Retirement Savings –401k with a 4% employer match

Proudly American-Made  – Be part of a company committed to U.S. manufacturing

• Wellness & Support – Employee Assistance Program and Wellness Program

• Career Growth – Development opportunities to help you advance

• Perks & Discounts – Shoes for Crews and more

• Engaging Culture – Company events and a team-driven environment’

• Safety First – Work in a fast-paced, continuous-run manufacturing facility that prioritizes a “Safety First” culture.

Join a company that values quality, hard work, and the people who make it all happen.Apply today!