Service Manager

As a Service Manager, you will play a crucial role in overseeing the smooth operations of our service department. Your strong management & organizational skills are of the utmost importance. Attention to detail, and ability to handle various responsibilities will contribute to maintaining high-quality standards, exceptional customer experience, and effective departmental performance.

Responsibilities:

Customer Experience:

• The focus is on ensuring an exceptional customer experience by actively monitoring service quality and addressing concerns quickly and effectively. Prioritizing customer communication, the position involves clear, empathetic interactions across calls, texts, and emails to resolve issues, deescalate upset customers, and meet customer needs.

Weekly Service Scheduling:

• Coordinate and optimize the weekly service schedule, including routes, service calls, and other related tasks. Head of all routing responsibilities for your respective service team. Ensure timely service delivery and overall routing efficiency.

Service Team Management:

• Oversee all aspects of the service team in your region. Manage technician development, approving PTO and scheduling accordingly, maintaining working relationships with your service technicians. 

Staffing Via Tech Roster:

• Manage department headcount required to deliver services, ensuring a qualified and motivated team, and maintaining appropriate staffing levels.

Ownership of Department Key Performance Indicators (KPIs):

• Establish and monitor key performance indicators for the department, tracking progress, and implementing strategies to achieve targets.

Payroll:

• Manage payroll processes and ensure accurate and timely payment for department employees.

Onboarding and Offboarding:

• Oversee the onboarding and offboarding procedures for department employees, ensuring smooth transitions and compliance with company policies. Termination of team members who repeatedly fail to follow company SOPs is also a critically important part of this role. 

Ensure Training Quality For Techs:

• Coach Supervisor to ensure training programs for new hires and ongoing professional development for department staff are carried out. 

Tech Performance Reviews: 

• Conduct performance reviews for technicians and supervisors, providing feedback and identifying areas for improvement and growth.

Ownership of Relationship with Repair Team:

• Act as the primary point of contact for the repair team, coordinating and maintaining effective collaboration between departments.

Managing relationships with Fleet and Inventory Team:

• Work hand in hand with fleet and inventory management to ensure all parts needed for service technicians are promptly ordered and accounted for. 

Qualifications:

• Previous experience in a managerial role within a home service industry or a related field.
• Strong leadership and management skills, with the ability to motivate and guide a team.
• Excellent organizational and problem-solving abilities, with keen attention to detail.
• Effective communication and interpersonal skills, fostering positive relationships with employees, customers, and external partners.
• Proficiency in managing payroll, inventory, and fleet operations.
• Familiarity with industry practices, including scheduling, customer service, and technical aspects.
• Knowledge of key performance indicators and the ability to analyze and interpret data.
• Flexibility and adaptability to meet changing departmental needs.

Benefits:

• Medical, Vision, and Dental Insurance
• Short and Long Term disability paid for by company
• Employee Assistance Programs for mental health and wellness
• Paid Time Off
• 10 Company Holidays 
• Training and Development Opportunities
• Employee Purpose Plan

Join our team as a Service Manager and contribute to our mission of delivering exceptional service and customer satisfaction. If you have the necessary experience, leadership skills, and a passion for managing and growing a successful service department, we would love to hear from you!