Field Supervisor/Service Manager

Service Manager – All 4 Seasons

Position Title: Field Supervisor/Service Manager

Reports To: Brand President / General Manager

Position Summary

The Service Manager is responsible for the overall performance, accountability, culture, and profitability of the service department at All 4 Seasons. This leader will drive technician performance, ensure operational excellence, maintain a high-performance culture, and create a best-in-class customer experience.

This role is not a desk job. The ideal candidate spends time in the field coaching technicians, conducting ride-alongs, reviewing KPIs, handling customer escalations, interviewing and onboarding new talent, and developing the team through structured one-on-one coaching.

The Service Manager will own service revenue growth, technician development, operational consistency, customer satisfaction, and department profitability.

PRIMARY RESPONSIBILITIES

Team Leadership & Accountability

• Lead daily service huddles and team meetings.


• Set clear expectations and hold technicians accountable to company standards.


• Conduct weekly one-on-one meetings with technicians.


• Create performance improvement plans when necessary.


• Coach and develop technicians to improve sales, customer service, and technical skills.


• Build a culture of ownership, accountability, and continuous improvement.

KPI Management

Monitor and manage department performance through daily, weekly, and monthly KPI reviews.

 Key KPIs include:

• Revenue per technician


• Average ticket


• Close rate


• Membership sales


• Conversion rate


• Callback percentage


• Warranty percentage


• Technician efficiency


• Utilization rate


• Revenue per lead


• Customer satisfaction scores


• Review generation


• Capacity planning adherence

The Service Manager must identify performance gaps and implement action plans to improve results.

Ride-Alongs & Field Coaching

• Conduct regular technician ride-alongs.


• Observe sales process execution.


• Ensure proper use of company sales systems.


• Coach technicians in real time.


• Evaluate technical performance and customer interactions.


• Reinforce company standards and best practices.

Daily Operational Management

• Run daily service meetings.


• Monitor technician schedules and dispatch efficiency.


• Ensure proper capacity planning.


• Verify jobs are properly completed and documented.


• Review service opportunities and revenue forecasts.


• Support dispatch and CSR teams when needed.

Recruiting & Hiring

• Recruit top service talent.


• Conduct first-round interviews.


• Evaluate technical ability and cultural fit.


• Assist with hiring decisions.


• Build a pipeline of future technicians and leaders.

New Hire Onboarding

• Manage onboarding process for new employees.


• Ensure completion of training programs.


• Conduct 30, 60, and 90-day check-ins.


• Establish performance expectations from day one.


• Accelerate technician development.

Customer Escalations

• Handle high-level customer concerns.


• Resolve service issues professionally.


• Protect company reputation.


• Turn dissatisfied customers into promoters.


• Work with technicians to prevent recurring issues.

Process & Operational Excellence

• Ensure adherence to company processes.


• Maintain consistency in service execution.


• Audit job quality.


• Review callbacks and warranty trends.


• Identify operational inefficiencies.


• Implement corrective actions.

TRAITS & CHARACTERISTICS REQUIRED

Strong Leadership Presence

• Leads from the front.


• Holds people accountable.


• Earns respect through action.


• Comfortable having difficult conversations.

Competitive & Results Driven

• Loves winning.


• Motivated by performance.


• Holds high standards.


• Constantly pushes for improvement.

High Emotional Intelligence

• Builds relationships quickly.


• Understands personalities.


• Coaches effectively.


• Handles conflict professionally.

Strong Communicator

• Communicates clearly and confidently.


• Delivers feedback effectively.


• Creates alignment across departments.


• Motivates teams through communication.

Problem Solver

• Identifies root causes.


• Uses data to make decisions.


• Develops practical solutions.


• Remains calm under pressure.

Field Coach Mentality

• Enjoys teaching and developing people.


• Prefers coaching over managing.


• Invested in employee growth.


• Comfortable spending significant time in the field.

Process-Oriented

• Follows systems.


• Creates consistency.


• Uses KPIs to drive decisions.


• Understands operational discipline.

Customer-Focused

• Prioritizes customer experience.


• Handles escalations professionally.


• Protects company reputation.


• Creates long-term customer loyalty.

IDEAL CANDIDATE PROFILE

The ideal Service Manager is a former high-performing technician, field supervisor, or service manager who has successfully led teams, driven revenue growth, and developed technicians into top performers.

Preferred Experience

• 5+ years service industry experience


• 3+ years leadership experience


• Experience managing technicians


• Strong understanding of service KPIs


• Experience conducting ride-alongs and coaching


• Proven track record of growing revenue and profitability


• Experience handling customer escalations


• Familiarity with ServiceTitan preferred

SUCCESS IN THE FIRST 90 DAYS

First 30 Days

• Learn team members and culture.


• Complete technician ride-alongs.


• Establish KPI baseline.


• Begin weekly one-on-ones.


• Build relationships with service team.

Days 31-60

• Implement accountability systems.


• Improve technician performance.


• Reduce callbacks and warranty issues.


• Increase average ticket and conversion rates.


• Develop technician scorecards.

Days 61-90

• Establish high-performance culture.


• Create leadership bench strength.


• Improve department profitability.


• Build recruiting pipeline.


• Deliver measurable KPI improvements across the service department.

What Success Looks Like

• Improved technician accountability.


• Higher average tickets.


• Increased close rates.


• Lower callback percentages.


• Better customer reviews.


• Stronger team culture.


• Consistent execution of company processes.


• Sustainable revenue and profit growth.