Service Manager

Job Description

Job Description

POSITION OVERVIEW :

The Service Manager is a critical leadership role responsible for the end-to-end performance of our service business, spanning both the field organization and the service back office. This leader builds, develops, and holds accountable a high-performing team of technicians and coordinators while ensuring work is executed safely, efficiently, and to exceptional quality standards. The role leverages data and operational metrics to drive decision-making, improve utilization and margins, and create predictable, scalable outcomes for customers and the business. We are looking for a hands-on, disciplined operator with a continuous improvement mindset who takes ownership, drives change, and raises the bar across people, process, and performance.

RESPONSIBILITIES :

• Own and lead the service operation end-to-end, overseeing field teams and service support functions to deliver consistent, high-quality results at scale.
• Build, develop, and inspire high-performing teams by setting clear expectations, coaching leaders, and creating accountability that drives results and retention.
• Set the standard for safety, quality, and customer experience , ensuring service work is executed efficiently, professionally, and with pride.
• Drive operational excellence in scheduling and resource planning , maximizing technician utilization while maintaining responsiveness and service reliability.
• Maintain pricing and margin discipline by reviewing service quotes and work orders for scope clarity, accuracy, and profitability.
• Use data and KPIs to lead proactively, identifying trends, closing performance gaps, and improving predictability across the service business.
• Design and continuously improve scalable processes that strengthen execution, documentation, and billing readiness as the business grows.
• Partner cross-functionally with sales, projects, and finance to support growth while ensuring operational rigor.
• Take ownership of complex challenges , resolving escalated customer, operational, and people issues with sound judgment and leadership.
• Champion a culture of safety, accountability, and continuous improvement, setting the tone for how the organization operates.
• Lead change and innovation, driving adoption of new systems, tools, and processes that enable scale and long-term performance.

MINIMUM QUALIFICATIONS :

PREFERRED QUALIFICATIONS