General Manager, Service Operations
Company: Yamazen Inc.
Location: Elk Grove Village, IL (Headquarters)
Scope: National – Supporting 18 U.S. Locations
About Yamazen
Yamazen Inc. is a leading provider of manufacturing technology, automation solutions, and industrial equipment supporting customers across North America. Through advanced machine tool technologies, engineering expertise, and responsive aftermarket support, Yamazen helps manufacturers improve productivity, efficiency, and operational performance. We are seeking a strategic and results-driven leader to oversee and elevate our national service operations organization.
Position Summary
The General Manager, Service Operations is a senior leadership role responsible for leading the strategic direction, operational performance, and continuous improvement of Yamazen’s national service organization. This position oversees regional service operations, technical support, and centralized parts/call center functions supporting 18 U.S. locations across five service regions.
This leader will drive operational excellence, service profitability, customer satisfaction, and aftermarket growth through standardized processes, performance management, talent development, and cross-functional collaboration. The role requires a strong operational leader capable of scaling service operations, implementing data-driven improvements, and aligning national service strategies with broader business objectives.
The General Manager, Service Operations will play a key role in shaping the future growth and operational effectiveness of Yamazen’s aftermarket business while fostering a culture of accountability, responsiveness, and continuous improvement.
Key Responsibilities
Operational Leadership
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Provide strategic leadership and oversight for all national service operations across five U.S. service regions and 18 sales/service locations
- Lead, coach, and develop Regional Service Supervisors and centralized support teams to drive accountability, consistency, and high performance
- Establish and standardize operational procedures, KPIs, and performance management systems across all service locations
- Improve technician utilization, workforce efficiency, and operational productivity through effective resource planning and process controls
- Foster a culture of operational excellence, continuous improvement, and customer responsiveness
Service & Aftermarket Operations
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Drive service excellence across field service, technical support, maintenance programs, and customer support operations
- Improve service response times, first-time fix rates, and overall customer satisfaction performance
- Partner with Sales and Applications teams to support customer retention, service growth, and aftermarket revenue opportunities
- Support the expansion and scalability of service offerings and aftermarket programs nationwide
Financial & Performance Management
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Own and manage P&L performance for national service operations
- Develop and manage operational budgets, forecasting, and cost-control initiatives
- Analyze operational and financial data to identify trends, risks, and improvement opportunities
- Drive profitability through operational efficiency, labor optimization, and service performance improvements
- Establish reporting visibility and performance dashboards to support data-driven decision-making
Process Improvement & Operational Excellence
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Lead continuous improvement initiatives utilizing Lean, Six Sigma, or similar operational methodologies
- Standardize service delivery models, workflows, and operational best practices across all regions
- Implement systems, tools, and reporting enhancements to improve operational visibility and execution
- Identify and execute strategic initiatives that improve scalability, consistency, and customer experience
- Lead organizational change initiatives that strengthen operational alignment and long-term growth
Cross-Functional Leadership
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Partner with Sales, Engineering, Applications, and Executive Leadership to align operational strategies with company objectives
- Support new product introductions, service capabilities, and business growth initiatives
- Ensure strong communication and alignment between regional operations and corporate leadership
- Contribute to strategic planning initiatives related to service growth, operational expansion, and customer support strategy
Skills and Qualifications:
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10+ years of progressive operations leadership experience, including senior-level or General Manager responsibility
- Proven success leading multi-site or national service operations within a complex technical or industrial environment
- Strong leadership experience managing geographically dispersed teams and driving organizational accountability
- Demonstrated success improving operational performance, service delivery, and profitability
- Strong financial acumen with direct P&L management responsibility
- Excellent analytical, communication, and organizational leadership skills
Preferred
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Background in OEM manufacturing, industrial equipment distribution, capital equipment, industrial automation, or related industries
- Experience overseeing service operations, technical support, parts operations, and/or call center functions
- Familiarity with ERP systems, service management platforms, and inventory optimization tools
- Lean / Six Sigma certification or equivalent operational excellence training
- Experience leading operational transformation or organizational change initiatives
Leadership Competencies
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Strategic thinker with strong operational execution discipline
- Data-driven decision-maker with strong analytical capability
- Ability to influence and collaborate across functions and regions
- Strong people leadership, coaching, and talent development skills
- Customer-focused mindset with a commitment to service excellence
- High level of accountability, adaptability, and business acumen
Success Measures
Success in this role will be measured by:
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Improved technician utilization and operational efficiency
- Increased service profitability and aftermarket growth
- Reduced response times and improved customer satisfaction
- Standardized KPIs and operational consistency nationwide
- Strong leadership development and organizational accountability
- Improved service execution, visibility, and reporting capabilities
Why Join Yamazen?
This is an opportunity to lead and shape a nationally scaled service organization within a growing industrial technology company. The General Manager, Service Operations will play a critical leadership role in driving operational transformation, enhancing customer support capabilities, and building a high-performing service culture across the organization.
Yamazen offers a collaborative environment, strong leadership visibility, and the opportunity to make a measurable impact on the future growth of the business.
Compensation and Benefits:
The estimated base pay for the position is typically between $140-160k.
The actual base pay for the position may be influenced by factors such as education, training skills, qualifications, competencies, years of experience, job-related knowledge, and scope of the role, and could be outside of the posted pay range.
In addition to base pay, Yamazen Inc. provides a competitive compensation package including salary, business allowance and semi-annual bonus opportunities. Employee benefits include COMPANY PAID medical, dental, vision, short- & long-term disability and life insurance within the first 60 days, 401K with company match, and more!
Time off: Vacation / Personal sick days / Company paid holidays
Misc: Flexible work hours, Bi-weekly catered lunches, New car discount program, Employee Assistance Program.
No phone calls please.
Yamazen is an equal opportunity employment company. All applicants are considered regardless of age, race, sex, color, national origin, religion, marital or veteran status, sexual orientation or any other protected status.
