Service Manager

Position Summary

The Service Manager is responsible for the day-to-day operational execution of the service department. This position manages technicians, dispatching priorities, customer communication, job progress, safety compliance, service quality, and profitability of field operations.

Core Responsibilities

• Coordinate and oversee all daily service activities.
• Assign and prioritize service calls, inspections, repairs, and emergency response.
• Monitor technician workload and productivity.
• Ensure jobs are completed on schedule and within labor expectations.
• Review service reports for accuracy and completeness.
• Maintain communication with customers regarding ongoing work.

Technician Management

• Supervise field technicians and apprentices.
• Conduct technician coaching and performance discussions.
• Verify technicians follow company safety and operational procedures.
• Coordinate training and skill development.
• Approve schedules, timecards, and overtime as directed.

Customer Service

• Serve as primary operational contact for customers.
• Address customer concerns and service-related issues.
• Maintain strong customer relationships through responsiveness and professionalism.

Daily Tasks

Morning:

• Review technician schedules and dispatch board.
• Conduct morning safety or planning meeting.
• Prioritize emergency calls and customer requests.

Throughout the Day:

• Support technicians with troubleshooting assistance.
• Communicate with customers regarding status updates.
• Adjust schedules based on emergencies or staffing changes.

End of Day:

• Review completed work orders and technician notes.
• Verify labor coding and time entries.
• Prepare schedule adjustments for following day.

Key Performance Expectations

• Technician efficiency and utilization.
• Customer satisfaction and retention.
• Response time to service calls.
• Safety compliance.
• Accurate job documentation.