Service sector companies face operational challenges such as prolonged waiting times and failures in critical equipment, which impact service quality and customer service capacity. These inefficiencies, often stemming from poor resource allocation and reactive maintenance management, result in high operational costs and reduced user satisfaction. This study proposes an integrated approach that combines queueing theory-based simulation, hybrid metaheuristic optimization tools like OptQuest, and the implementation of a preventive maintenance program. Through modeling in Arena software, various operational configurations were evaluated, identifying practical solutions that significantly reduce waiting times, enhance operational efficiency, and ensure service continuity. This article contributes to the development of replicable strategies for service companies, emphasizing the importance of integrating simulation, optimization, and preventive maintenance as pillars to increase service capacity and quality in various contexts.