Service Manager

Job Summary

The Service Manager role is responsible for the management of daily operations and employees within a robust service department. This role collaborates with leadership to develop local market service strategy, align branch and corporate initiatives, and encourage growth of current business while cultivating new customers.

• Build strong relationships with customers through face‑to‑face interaction and create working alliances with internal departments or facilities to ensure proper management of service life‑cycles.
• Provide regular direction and coaching to field‑based employees to ensure timely service, increased revenue, and implementation of best practices that optimize workflow.
• Develop department KPIs and drive team performance through KPI and P&L reporting while implementing process improvements aligned with strategic priorities.
• Develop and manage project plans supporting the sales and technical service life‑cycle, delegating responsibilities to technical service, operations and holding staff, and holding staff accountable for deliverables.
• Manage service assets including technician fleet vehicles, tools, parts inventory, and resolve inventory variances.
• Partner with branch and company departments to build a successful, customer‑focused culture by bridging operational gaps, creating optimal workflows, and aligning internal processes.
• Ensure service technicians comply with company and regulatory standards (e.g., X‑ray compliance, rental equipment reporting).
• Communicate organizational information through department meetings, one‑on‑one meetings, co‑travel, email, and regular interpersonal communication; resolve employee concerns effectively and promptly, promoting an inclusive environment where diverse perspectives are valued.
• Oversee and lead branch and team‑directed change management activities.
• Comply with company and department policies and standards; perform other duties as assigned.

• Accountable for team staffing and direct reports, including development, performance management, goal setting, and other managerial duties.
• Ensure direct reports adhere to ethical business practices and the company’s Code of Conduct to maintain a supportive and productive environment.

• Bachelor’s degree in Business or related field, or equivalent education and/or experience.
• Six years of experience in a related industry such as service or warehouse, or in a leadership/management role.
• Two years of management or leadership experience within a service department, involving progressively responsible mentoring roles.
• Driver’s license required.

• Valid driver’s license with a good driving record.

• Ability to clearly and confidently communicate and present a variety of content.
• Comfort with utilizing technology and automation tools.
• Highly motivated with exceptional customer service, planning, and organizational skills.
• Demonstrated ability to generate and execute change‑management projects.
• Proficiency with the Microsoft Office suite, including extensive knowledge of Outlook, Word, and Excel, and ability to quickly learn new systems and software.

• Communicate/Hear Frequently
• Communicate/Talk Frequently
• Learn New Tasks or Concepts Frequently
• Make Timely Decisions in the Context of a Workflow Frequently
• Complete Tasks Independently Constantly
• Maintain Focus Constantly
• Remember Processes & Procedures Constantly
• Stationary Position (Seated) Constantly
• Vision Constantly
• Hand/Eye Coordination Occasionally
• Bend Rarely
• Complete Tasks in a Noisy Environment Rarely
• Feeling/Grasping/Handling Rarely
• Move/Traverse Rarely
• Repetitive Motions Rarely

• Hazards Occasionally

• Office:
  This position primarily operates in a professional office environment where team members occupy desks in assigned areas or meeting/collaboration spaces within the building.
• Primary Traveling:
  The position requires traveling to customer locations to provide services and support.

• 60% travel required to customer locations for service and support.

The potential compensation range for this role is below. The final offer amount would be based on various factors such as candidate location (geographical labor market), experience, and skills: $85,500.00 – $.