Find & Apply For Customer Service Manager Jobs in Halethorpe, Maryland

Service Operations Manager

Not a counter-service role. Not an 8-to-5 desk job. This is an operations leadership role for someone who can lead people, manage the numbers, keep work moving, and build strong customer relationships As a Service Operations Manager, you will lead the service operation for your location - balancing technician workload, hiring and developing your team, managing budgets and costs, supporting quotes and sales, and ensuring customers receive safe, responsive, high-quality service. You will be accountable for more than getting today's jobs scheduled. You will help build a profitable, growing service business. What you'll own

• Drive service sales and budget performance through smart scheduling, field productivity, billing, and cost control.
• Manage the service budget, monitor expenses, and understand the business impact of daily decisions.
• Lead, coach, develop, and hold accountable a team of service professionals.
• Monitor technician utilization and indirect time; use the data to make sound staffing and workload decisions.
• Help grow recurring inspection contracts—and the repair and upgrade opportunities that result from inspections.
• Partner with Service Coordinators, Service Writers, technicians, and sales teams to move quotes forward and serve customers well.
• Support existing customer relationships while helping identify opportunities for new business.
• Ensure contracted service work is completed safely, effectively, and in a way that supports long-term customer relationships.
• Maintain compliance with company safety requirements and applicable OSHA guidelines.
• Oversee branch assets, including vehicles, equipment, work areas, and general branch upkeep.
• Manage timekeeping, payroll-related approvals, performance reviews, employee development, and service-location expenditures.
• Use technology and business systems to keep the operation organized, visible, and moving forward. You might be right for this role if…
• You have led a team—ideally in field service, industrial service, maintenance, construction, manufacturing, or another hands-on operating environment.
• You see yourself as a Branch Manager, Operations Manager, or General Manager—not just someone who manages a service counter.
• You understand that service performance is business performance: productivity, utilization, billing, costs, customer retention, and growth all matter.
• You can read the basics of a P&L, make sound business decisions, and are eager to keep building your financial acumen.
• You have a technical foundation in electrical, mechanical, engineering, industrial equipment, or a related field—or can confidently lead technical teams by asking the right questions and learning the business quickly.
• You know how to balance urgency with quality, safety, customer commitments, and the capacity of your team.
• You are a clear, proactive communicator with technicians, customers, and leaders. You do not wait for problems to find you.
• You are comfortable with technology, including computers, email, Microsoft Word, Teams, and business systems.
• You are willing to step in when your team or customers need you. This is a leadership role with real operational responsibility, not a clock-punching position.
• You take pride in building a team that works safely, communicates well, and delivers on its commitments.
• You lead in a way that reflects Mazzella's Core Values What makes this opportunity different You will have the chance to lead a business within the business.

Your decisions will directly affect technician success, customer satisfaction, branch profitability, and the growth of the service operation. You will be trusted to solve problems, improve how work gets done, develop people, and build a stronger operation—not simply maintain the status quo. What you bring

• Experience leading and developing employees in a service, technical, industrial, maintenance, manufacturing, construction, or comparable operational environment.
• A business-minded approach to labor planning, productivity, scheduling, costs, revenue, and customer service.
• Strong communication, prioritization, decision-making, and follow-through.
• The ability to coach team members, manage competing demands, and keep work progressing.
• A technical background or the ability to quickly build credibility with a technical field-service team.
• Comfort working in a role w priorities can change and leadership may be needed outside typical business hours.
  Education and other requirements
  
• High school diploma, vocational-technical education, technical college training, or equivalent military experience preferred.
  
• Successful completion of required pre-employment screenings.

Ready to lead more than a service department?

If you are energized by leading people, improving operations, managing the business side of service, and building customer relationships that last, we would like to hear from you.