Service Operations Manager

Company Description

When you work for John Crane, you join a community driven by pioneering spirit and a legacy of innovation. Our engineered solutions drive reliability, uptime and energy efficiency, empowering the world’s largest energy service providers to achieve sustainability goals that shape the future of our world. If you’re ready to accelerate the new energy transition through technology leadership, innovative solutions and service excellence, you'll fit right in.

Job Description

Key Activities:

The Service Center Manager will be responsible for providing strong managerial, operational and technical leadership to the dry gas service team, ensuring efficient, safe, and high-quality execution of all refurbishments, assembly, and testing activities. This role oversees daily operations within the service center, ensuring adherence to OEM specifications, internal procedures, and all applicable quality, safety, and environmental standards.

Key responsibilities include coordinating workload, scheduling tasks, and allocating resources to meet service commitments and customer deadlines while maintaining seamless production flow. The role involves reviewing inspection findings, test results, and service documentation to ensure accuracy, technical compliance, and continuous improvement. The role collaborates closely with engineering, quality, maintenance, warehouse, logistics, customer service and sales functions to plan, resolve technical issues, prevent interruptions, and support operational objectives.

The position drives ongoing improvements in processes, tools, and team capabilities through initiatives such as Kaizen, 5S, and corrective/preventive actions. It ensures the consistent application of industrial safety standards, management system requirements (IMS, ISO), and housekeeping practices aligned with 5S.

Additional responsibilities include conducting daily and weekly operational review meetings, validating operational reports with the Senior Manager Global DGS Service Ops, verifying resource availability to fulfill the S&OP plan, and maintaining clear service records, test reports, and operational metrics. The position also plays an active role in recruiting, evaluating, mentoring, and developing team members, fostering a work environment based on respect, discipline, compliance, and teamwork while delivering service excellence.

Manage customer visits to the service center, including coordinating inspection and witness test activities to ensure a professional and transparent experience.

Key Responsibilities & Accountabilities:

Overseeing the efficient, high-quality refurbishment and testing of dry gas seals while ensuring compliance with OEM, safety, and quality standards

Develop the service team, manage customer inspection and test-witness visits, and coordinate resources to meet operational and delivery commitments

Operational Leadership

Team Supervision & Development:

Quality & Safety Compliance

Customer Engagement

Operational Planning & Scheduling

Managing consolidated order book

Technical Accuracy & Documentation

Conducting daily and weekly operational review meetings

Maintaining operational reports at given frequencies

Cross-functional collaboration both locally and across the wider global service operations and customer operations organization

Continuous Improvement

Resource Management

Operational Reporting

Workplace Standards

Qualifications

Skills and Experience:

Diploma or University degree in Engineering or relevant vocational technical qualification.

10+ years of professional experience in proactive multinational & multicultural environment an / or John Crane service operations experience

Advanced knowledge, experience of rotating equipment and the maintenance of those items

ERP knowledge in SAP

Project Management skills, including effective and professional Customer interface handling.

Key Metrics:

Service Turnaround

On-Time Delivery

Customer Satisfaction

Operational Efficiency

Safety Performance Indicators – SLI’s

5S Audit Scores

Corrective/Preventive Action Closure Rate

Continuous Improvement Impact

Training & Competency Development

Team Engagement & Retention

Additional Information

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)