Service Manager

Automated Door Ways

Automated Door Ways has been an industry leader in pedestrian door and entrance solutions for the last two decades. Headquartered in Columbus, GA, we service customers in Florida, Georgia, and Alabama with our distributed technician network.

Reports to: Branch Manager

We’re seeking an experienced Service Manager to oversee daily service operations for our Columbus, GA commercial door and hardware business. This role owns service department coordination including dispatch management, service quoting, parts ordering, third‑party portal management, and customer communication. You’ll work closely with field technicians across Georgia, Florida, and Alabama territories to ensure efficient service delivery and customer satisfaction.

• Work with the Service Coordinator to manage the daily service dispatch board and schedule technicians across multi‑state territory.
• Monitor service call intake and prioritize work based on customer SLA requirements, territory coverage, and technician capability.
• Coordinate morning parts staging and technician pickup to enable efficient field operations.
• Review and update the scheduling system throughout the day to ensure accurate status coding and work prioritization.
• Maintain communication with field technicians regarding job assignments, parts needs, and customer requirements.
• Provide after‑hours and emergency service management, ensuring high quality after‑hours service for customers and technicians.
• Create accurate service quotes for repair work, replacement parts, and labor; follow up on outstanding quotes to drive conversion and project completion.
• Communicate with customers regarding service timelines, pricing, and scope clarifications; handle inquiries during business hours.
• Oversee the creation of purchase orders for service department parts and materials; coordinate with vendors on pricing, availability, and delivery timelines.
• Track parts orders and update work order statuses when parts are on order; support technicians with parts identification and vendor coordination.
• Monitor and manage service requests from third‑party customer portals (Service Channel, True Source, etc.); review portal submissions daily for new work opportunities.
• Enter approved service quotes into customer portals; verify and manage Not‑To‑Exceed (NTE) amounts; coordinate NTE increases when repair costs exceed authorized amounts.
• Review technician service notes and ensure proper coding for accurate reporting; maintain service department documentation and filing systems.
• Provide backup phone coverage for customer calls during business hours; support general office operations as needed during peak periods.
• Participate in daily office coordination and communication with other departments; maintain organized workspace and contribute to a professional office environment.

• Experience: 3+ years in service coordination, dispatch, or office management in a service‑based business; experience in commercial door, construction trades, or facility maintenance strongly preferred; familiarity with third‑party customer portals and NTE‑based service work valued.
• Skills and
  
  Competencies:
  
  Strong organizational skills; excellent written and verbal communication; proficiency with scheduling software, ERP systems (Net Suite/MSI preferred), and Microsoft Office; detail‑oriented accuracy in quoting and purchase order creation; problem‑solving mindset; customer service orientation.
• Technical Knowledge: Understanding of commercial door systems, hardware, and automatic door products; familiarity with parts catalogs, vendor systems, and industry suppliers; knowledge of service pricing models, labor rates, parts markups, travel charges; basic understanding of field service operations and technician workflows.

Office‑based position in Columbus, GA with standard business hours Monday through Friday, 8:00 AM to 5:00 PM. Some availability after‑hours and weekend work required. Fast‑paced environment requiring ability to respond to changing priorities throughout the day.

Competitive salary commensurate with experience. Comprehensive benefits package including health insurance, retirement plan, paid time off, and professional development opportunities. This role is part of the PDS (Piedmont Door Solutions) family of companies, backed by Cobalt Service Partners.

Please submit resume and cover letter outlining relevant service coordination experience, particularly experience with commercial door systems, service quoting, and parts management. ADW/PDS is an equal opportunity employer committed to diversity and inclusion in the workplace.