Operations

COMPANY OVERVIEW: A career at Quest International means working in a dynamic and challenging professional environment with people who are committed to being a team and striving for quality performance. The medical and industrial imaging industries as well as the computing and IT industries have a bright and long-term future with endless opportunity. We're looking for energetic and imaginative people who are excited about participating in our success.

REPORTING: Operations Management / Field Services Leadership

POSITION SUMMARY: Oversees daily Field Service and Call Desk operations to ensure consistent, high-quality technical support delivery. Supervises service activities, monitors SLA and KPI compliance, optimizes technician and call desk resource utilization, serves as the primary escalation point for service issues and customer concerns, coordinates scheduling and dispatching, supports onboarding and coaching, ensures documentation and policy compliance, and prepares operational reports for leadership.

BENEFITS: Quest International offers competitive Medical, Dental and Vision to all full-time employees. Quest also offers 401K, Life Insurance and other supplemental insurance.

ESSENTIAL FUNCTIONS

Oversees daily Field Service and Call Desk operations.
Monitors SLA and KPI compliance and technician utilization.
Acts as the primary escalation point for service and customer issues.
Coordinates scheduling, dispatching, and workload balancing.
Supports onboarding, training, and ongoing performance coaching.
Ensures accurate service documentation, expense review, and policy compliance.
Prepares and delivers regular operational reports to leadership.
Participates in OEM product training and helps maintain SOPs.

REQUIRED SKILLS / KNOWLEDGE / TECHNICAL COMPETENCIES:

Demonstrated experience supervising field service technicians and/or call desk support teams.
Strong understanding of field service operations, dispatching, escalation management, and service workflows.
Ability to monitor, interpret, and act on SLA and KPI performance metrics.
Proven leadership skills with the ability to coach, develop, and hold staff accountable.
Experience managing service escalations and resolving complex customer issues.
Proficiency with service ticketing systems, documentation tools, and operational reporting.
Strong communication skills across technical teams, customers, and leadership.
Ability to prioritize resources, manage competing demands, and make real-time operational decisions.

SECONDARY SKILLS / KNOWLEDGE:

Working knowledge of medical device, A/V, electro-mechanical, or low-voltage service environments.
Experience supporting SLA-driven service organizations.
Ability to coordinate travel, scheduling, and resource allocation across multiple locations.
Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
Familiarity with service ticketing, dispatch, and reporting systems.
Strong customer service mindset with the ability to manage high-pressure situations.
Experience collaborating cross-functionally with operations, engineering, and leadership.

YEARS OF EXPERIENCE: 3 years.

EDUCATION: BS/BA

START DATE: ASAP

SALARY: $35.10 - $43.27 Hourly / approximately $73,000 - $90,000 total compensation.