Service Manager

Location: Birmingham or Montgomery, AL

Salary Range: $60,000.00 to $65,000.00 per year

• Competitive salary
• Computer and cell phone provided
• Health, dental, and vision and supplemental insurance options
• 401k retirement plan with company match
• Paid time off and holidays
• Ongoing training and professional development opportunities

Since 1989, Kemco Facility Services has been a family-owned and operated business based in Montgomery, Alabama, delivering exceptional service to the restaurant, finance, healthcare, and retail sectors. With coverage extending across multiple regions, we specialize in commercial/industrial repairs, installation, and maintenance, including HVAC, refrigeration, electrical and plumbing systems, carpentry, overhead doors, building restoration, painting and more. We take pride in our family values and are seeking dedicated professionals to join our team in Alabama.

We are seeking an experienced Service Manager to join our team in Alabama, working out of either our Birmingham or Montgomery offices. The ideal candidate will be experienced in managing field service work in skilled trades performed by remote field service technicians. This role requires strong organizational and communication skills, a commitment to exceptional customer service, and the ability to service a variety of clients in retail, banking, hospitality, and healthcare sectors.

This role reports to the Divisional General Manager. It is an office-based position (Birmingham or Montgomery) with the possibility of some remote work or regional travel  is a salaried, exempt role.

• Technician Management: Manage the daily field service operations of a team of 10-15 remote field service technicians working in a widespread territory. Maintain technician productivity, quality of work, compliance with customer and company policies and protocols. Review and approve technician timecards. Provide performance-based coaching and counselling. Foster a safety-first culture and promote clear and consistent communication.
• Service Order Management: Receive and process service order requests from clients. Plan, assign, and dispatch service orders to technicians. Monitor work progress and quality, provide support and direction to technicians. Ensure compliance with customer specific requirements. Escalate problems to senior management or other resources as needed. Ensure clients receive regular updates on service order status. Review service orders to ensure 100% completion prior to invoicing.
• Project Management: Facilitate the successful completion of scheduled, quoted work. Coordinate with the Kemco Field Project Manager, Corporate Procurement Manager, technicians and the client to present quotes, plan and execute the required scope of work, meeting customer satisfaction and profitability expectations.
• Customer Service: Communicate effectively with a wide range of clients with specific unique requirements. Monitor email, phone, texts, and client portals, provide prompt responses to all requests from clients as well as internal customers. Assist in the onboarding of new customers.
• Safety Compliance: Monitor technician operations to ensure they are always working in a safe manner. Ensure technicians have all the required PPE, safety equipment, compliant tools, vehicle maintenance and safety training. Collect data and report on incidents, accidents and near misses to HR senior management. Promote safety at every possible opportunity.
• Documentation: Maintain detailed records of service orders, surveys and checklists, receipts and purchase orders, customer communications and approvals, technician communication and performance monitoring/counselling.
• Inventory Management: Track company owned and rental tools, equipment, and spare parts inventory assigned to technicians. Order and replenish materials and supplies as needed.
• Training and Development: Stay current with industry trends, technologies, and best practices through continuous learning. Assign training to technicians as needed.

• Education: High school diploma or GED required. PMP certification a plus but not required.
• Experience: 2-5 years of experience in field service management, Preferably in HVAC, plumbing, electrical, general construction, or handyman work, but not required. Candidates with experience managing remote field service technicians in any trade are encouraged to apply.
• Technical
  
  Skills:
  
  Experience with service management software/CMMS systems for…